ServiceFriday: When Success Does Not Predict Success – Barriers to Innovation

Success breeds success. The old saw might seem logical, but it does not always play out in the services market. In fact, service firms that are already productive with existing services may not be able to replicate that success with new service innovation.  “Being productive in existing services increases a firm’s willingness to innovate new …

ServiceFriday: Digital Twin Technology – Predictions for the Future

Many companies use predictive modeling to forecast future outcomes. However, while modeling cannot completely achieve this goal, digital twins (a dynamic software model of a physical thing or system) present one of today’s most advanced technologies for this purpose. By tapping into the vast data pool that is inevitably created by a digital twin’s interaction …

ServiceFriday: No Checkouts – The Ultimate Self Service

With the launch of Standard Market in September 2018, the first physical supermarket operated by the startup Standard Cognition, the company is entering the test phase of what could be the future of brick-and-mortar grocery stores. The special thing here? The store does not have any checkouts. Instead, the store is equipped with 27 cameras …

ServiceFriday: Busy as a Bee – A Look into the Warehouse of the Future

While many online retailers like Amazon nowadays use parallel zoning or conveyer belt-based order-to-man approaches in their warehouses, dubbed Customer Fulfillment Centers, Ocado Plc., a British online supermarket company, has now raised the bar of online grocery shopping by deploying robots to assemble customer orders. The Ocado system, aptly called a hive, has captured the …

ServiceFriday: Robots on the Frontline and the Future of Services

“By 2020, it is estimated that 85 percent of all customer interactions will take place without a human agent”. To improve their customer experience, speed up the process of service recovery and cut costs, services management increasingly starts to rely on automatized solutions, so-called “service robots” to handle the customer interactions. In a recent research …

Hub-of-All-Things: Breaking Data Silos for a Better Service

The advent of the Internet-of-Things (IoT) in today’s world of connected things and connected people has made it possible for firms to harvest lots of real-time customer data – information from people and objects, and indeed everything. This is compounded by individuals spending much of their time generating data for others about our lives, placing …

Aligning Business Model & Culture to Maximize the Analytics Opportunity

In a recent blog post Analytics in Services: Actions versus Talk, we reviewed how companies are applying big data and analytics for both internal and external uses. That review led to a survey and executive panel discussion at the November 2015 Arizona State University Center for Services Leadership (CSL) Annual Compete Through Service Symposium where we further explored adoption rates, challenges, and lessons learned.

Service Innovation – The Experience Is Not Enough

By Lance A. Bettencourt I just got off a flight from Indianapolis to Chicago. Checking my email, I see a survey from American Airlines. They want to know: “How was the flight experience?” I’m on a flight right now from Chicago to Montreal. Guess what will be in my email inbox when I arrive? As a …