As a follow up to the podcast, read the IDC report Remote Service Without Losing Customer Engagement and the Human Experience to learn how to enhance service outcomes through remote service.

Service organizations are delivering resolution and quality experiences both in-person and remotely.  How can service teams make certain that customers’ perception of service value stays high without the regular, physical presence of a technician onsite?  In this episode Aly Pinder; Program Director, Service Innovation and Connected Products, IDC, speaks with Chris Wolff on how shifting service to a more remote model provides significant value around revenue growth, cost reduction and sustainability--and to customers, as well.