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The AI in Business Podcast
Collecting Data for B2B Customer Experience Challenges - with Tom Pettit of Xylem
Dec 13, 2023
17:51
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Tom Pettit, Chief Operations and Supply Chain Officer at Xylem, discusses the challenges faced by B2B leaders in providing high-quality customer experiences. He explores data analysis to improve equipment uptime, revenue opportunities, and address industry skills crunch. Tom also talks about leveraging AI, machine learning, and augmented reality to assist technicians and optimize asset utilization.
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Quick takeaways
- Data plays a crucial role in optimizing operations in the field service industry, enabling companies to monetize service opportunities and increase asset utilization.
- Augmented reality, virtual reality, and generative AI can help close the skills gap in the workforce by providing remote guidance, interactive learning, and improving problem-solving abilities.
Deep dives
Customer expectations and labor constraints
In the B2B space, customer expectations are increasing, requiring faster, cheaper, and better services. Additionally, labor constraints and competition pose challenges for B2B leaders. Companies like Xylem, which focuses on water technology, face the need to deliver high-quality water assets and ensure their uptime to meet customer demands.
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