The Recognized Innovator Awards may be my favorite part of my job. The awards are presented at our Spring and Fall conferences to our TSIA partners, who submit applications and are judged by a group of TSIA members, expert alliance partners, and industry experts. Finalists are selected, and I lead Innovation Tours of the finalists booths at the conference Expo. Tour attendees also vote on Best Innovation Demo. I announced the winners today at the closing TSW Awards Ceremony.
The categories for the Fall 2010 Recognized Innovator Awards were:
- Innovation in Service Economics. The Associations’ Services 50 Study documents the rise of services revenue for large high tech companies, which now represents as high as 70% of revenue from software firms and a third of the revenues for hardware firms. While this trend means that service and support enjoys more visibility and influence with company executives and Wall Street analysts, it also means that service executives are eager to identify new sources of revenue. The Recognized Innovator in this category will provide real-world examples of how companies are leveraging their technology or services to generate incremental services revenue.
- Innovation in Customer Satisfaction. One of the few metrics tracked across professional services, technical support and field service operations is customer satisfaction (CSAT). In fact, even Wall Street is now caring about CAST: according to the TSIA benchmark, 62% of service executives have compensation tied to satisfaction and loyalty scores. Not only does poor satisfaction impact the life time value of a customer, with the myriad of social networking avenues available to give customers a global voice, upset customers can easily do damage to a company and its brand. The Recognized Innovator in this category will provide real-world examples of how their technology or services have been used to increase customer satisfaction scores, or insight into reasons for satisfaction or dissatisfaction, for one or more areas of service and support.
- Innovation in Mobility. Mobile technology and devices have the highest planned spend for any technology area covered by the 2010 TSIA Member Technology Survey, with 34% of field service members having budget for mobile technology. With smart phones putting web browsers at our fingertips, employees and customers are demanding faster and more consumable content, and innovative mobile devices allow a greater array of services to be delivered in the field, boosting productivity and revenue. The Recognized Innovator in this category will provide real-world examples of how their mobile technology or services have been used to extend the reach of a service organization, streamlining activities and lowering operational costs.
The Recognized Innovator Winner and Finalist for Service Economics are: (more…)