Leaders are forced to deal with both topics: cost to serve and customer satisfaction.
at the same time. In order to ensure a world class service ops function,
they will need to approach this among three key elements.
First, early adoption of GenAI. Service ops functions should be an early adopter
of GenAI for its own processes, as there are many big win
opportunities such as handling first level customer inquires.
Using that expertise, leaders can create a center of excellence within the service
ops function that can find additional opportunities across the organization
and ensure the technology delivers maximum value.
Second, an identification of the right people and skills.
To drive a successful transformation, leaders will need
to take a much more agile approach by bringing talents together
into more cross-functional and multidisciplinary teams.
Finally, leaders will need to build a platform strategy
that looks at customer journeys and the underlying processes
from an end to end perspective, aligning people, process and technology
to drive efficiency and scale while improving customer satisfaction.