The data that's missing from your DX strategy: Tribal knowledge

In the field services industry, a crucial part of digital transformation is the move toward outcome-based and predictive contracts meant to minimize downtime and maximize service efficiency. But to be successful in the shift, these organizations (think: service divisions across manufacturing, medical devices, capital equipment, HVAC, commercial appliances, etc.) need to be able to utilize their service data to more accurately understand their workforce and operations. That’s easier said than done. While many organizations incorporate and analyze easy-to-access data as part of their digital transformation strategy, most are leaving a business-critical element out of the equation: tribal knowledge from long-tenured… [Continue Reading]