The Service Revolution Podcast

With the onset of greater automation being delivered by new technologies such as Machine Learning (ML), Artificial Intelligence (AI), Internet of Things (IoT) and Robotic Process Automation (RPA), all organizations, large and small, public and private, for-profit and not-for-profit, have the opportunity to truly transform their Services and Service Delivery into something vastly superior than ever before. But staying abreast of what exactly can be done in such a fast-changing environment is sometimes confusing and somewhat daunting.Our interest has always been in helping enterprises offer customers greater value. So we like to work with organizations who are leading the way in this world of technology-enabled service experience.And now we would like to offer you the opportunity to engage and participate with us in this ‘Revolution’ in Service, initially by subscribing to our podcasts, with more services to follow.

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The Service Revolution Podcast

The Dawn of A New Era

July 04, 2018 • Johann Diaz • Season 1 • Episode 1

The constant language around products, systems, applications, IT, solutions are futile. The language and culture of Service must now prevail. This podcast positions why this might be and asks whether this is really anything new.

Speaker 1: 0:00

Hmm.

Speaker 2: 0:01

Welcome to the service revolution podcast series. Allah aim is to encourage, challenge and evangelize you and your organization in all things service, especially with technology to hand, constantly

Speaker 1: 0:20

language around IT, Products, systems, applications, solutions are futile. The language and culture of service must now prevail. Let's explore what I mean. Well, for too long, organizations really haven't taken on the meaning and the understanding of what it is to deliver a service to the customer, be it an internal customer or indeed an external customer. We still speak about technology. We still speak about products or systems or projects, but actually surely the conversation needs to start from the perspective off service because ultimately it's the service that is of value to the customer. As a customer, I'm not interested in the systems that you use to deliver the service. I'm only interested in the service and the value off the service that I actually get for paying you money. So we need to change that language of the internal organization from the product, the system, the application, whatever it might be to the language of the customer, which is the language of service. Yeah. That plenty of projects that are not joined up to services internally. I don't know why that is but it seems obvious to me. But we tend to have a projects organization and sometimes we tend to have a services organization and the process that we go through, actually it doesn't seem to join these two disparate parts of the organization. Together. We implement technology sometimes just for the sake of more technology. We often have data blind spots from the business perspective, we even talk sometimes if you're in the world of it, we still talk sometimes of the business versus it. This is crazy language. There is no business these days that actually isn't a technology business. So it comes. Technology is part of the business. So let's stop that conversation. And as I say, let's go bank to talking about service, which is what the customer buys. You know when you lose focus of what the customer actually needs, various things get lost along the way or projects or people or initiatives lose that way because they don't have the right reference point. So we've got to go back to designing products, processes, services through and from the customer's perspective. From that viewpoint through the eyes, we've got to mirror that overall journey with the processes that we use internally so that the customer can't fall down between the individual silos that we have. We've got to streamline and automate these processes from the customer interface points, making it effortless for the customer to buy and consume what it is. Why delivering whilst also being efficient for our own organization. I get that, right. These things can be done. We've got a map, the data flows to provide real time insight to both the customer delivered from a self service perspective and to our internal organization. And what does it mean then in in this dawn of a new era? Well, you know, we are still, I believe, pioneers in the world of the Internet, frankly and even mobile technology and we've used some effect to develop what we call social technologies, social media. Some might call it antisocial media. We have big data capabilities now like never ever before. Our sensor technologies are improving all the time. They're getting smaller and cheaper. We've got artificial intelligence, stroke, machine learning coming at us. We've got blockchain technologies coming down the line. We've got quantum computing still around the corner. So we live in the dawn of a new technology era, but we have to stay focused on the service that we provide to our customer. So our leadership needs to be different in this new area. And I'll talk more about that in another podcast soon, but let me just say that in a time of great responsibility and great opportunity and great change. Therefore, leadership needs to be different than it was in the past. Thats a huge challenge and we need big people to lead our organizations and our culture, our internal culture needs to change. As I said at the start, the language and culture of service must prevail. Again, island Prac, what I mean by culture of service at a later date. Yeah, it's enough for now to at least start talking the language of service within the organization. So in summary, we do live at the dawn of a new era. We have new technologies coming our way all the time. We have new opportunities coming our way all the time. But we have to transform our organizations from talking about products, to talking about services from applications to services or systems to services, and we've got to reshape our organizations with a customer focus around the way the customer wants to do business with us. Then we will feed and fuel what I'm calling the service revolution. So over the coming episodes, I've got to break down many of these themes in more detail and in order not to miss any of those and ensure that you get them as I've recorded them, please do sign up below to receive the podcast. And remember, it's all about Service.

Speaker 2: 7:27

Thanks for listening. We hope you enjoyed the podcast. We'd love to stay in contact with you and build a dialogue around the service revolution. So do you sign up below to receive more outcast as they are produced? Please also feel free to share our link with work colleagues and friends. And remember, it's all about service.