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Leaders are forced to deal with both topics:
cost to serve and customer satisfaction.

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at the same time. In order to ensure
a world class service ops function,

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they will need to approach this
among three key elements.

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First, early adoption of GenAI. Service
ops functions should be an early adopter

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of GenAI for its own processes,
as there are many big win

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opportunities such as handling
first level customer inquires.

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Using that expertise, leaders can create
a center of excellence within the service

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ops function that can find additional
opportunities across the organization

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and ensure the technology delivers
maximum value.

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Second, an identification
of the right people and skills.

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To drive a successful
transformation, leaders will need

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to take a much more agile approach
by bringing talents together

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into more cross-functional
and multidisciplinary teams.

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Finally, leaders
will need to build a platform strategy

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that looks at customer journeys
and the underlying processes

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from an end to end perspective,
aligning people, process and technology

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to drive efficiency and scale
while improving customer satisfaction.