The Service Value Chain
The global economy has reached a point of no return where customers are no longer satisfied with stand alone products as they expect services and beyond services: experiences.
However, providing experience is not the panacea. Indeed experience will always fade into commodity. So, guiding transformation is the next level for any provider where pursuing beneficial change for the customer will be the goal.
The ICT sector is the major engine steering towards this transformation.
However, providing experience is not the panacea. Indeed experience will always fade into commodity. So, guiding transformation is the next level for any provider where pursuing beneficial change for the customer will be the goal.
The ICT sector is the major engine steering towards this transformation.
More than ever, the ICT service value chain players (technology suppliers, service providers and enterprises) will have to serve this transformation. Not to undergo it but to guide it.
Their challenge over the next years will be to transform their offering and production models according to new service economy drivers:
- flexibility and scalability of offering supporting economic on-demand service delivery
- Operate a sales process shift from face-to-face to online services
- Increase customer interactivity to develop individualization ability
- Support current and anticipate future requirements
- Shorten innovation processes
- Manage prominence of technology while made less visible
- Cost efficiency in serving individualization by ensuring that modernization and technological investment equally benefit the supply side (effectiveness & efficiency gains) and the demand side (enterprise & customer)
while managing the paradoxes of:
- Invisibility of technologies to support customer acceptance vs. Rapid innovation supported by the prominence of technology
- Individualization of offering vs. standardization of production.
