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© 2013 NUS. All rights reserved.
Service Innovation Seminar
Trends In Service Innovation
Stuart Smith – Chief Service Inno...
© 2013 NUS. All rights reserved.
People & Technology & Markets
© 2013 NUS. All rights reserved.
TECHNOLOGY
© 2013 NUS. All rights reserved.
Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Telecommunications
…Si...
© 2013 NUS. All rights reserved.
Mobile Digital Revolution
© 2013 NUS. All rights reserved.
Mobile Digital Revolution
© 2013 NUS. All rights reserved.
Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Infocomm-Usage-Househo...
© 2013 NUS. All rights reserved.
Customers Have Access To Instant
Information
© 2013 NUS. All rights reserved.
Customers Expect Transparency
© 2013 NUS. All rights reserved.
They Can Achieve It Anyway!
© 2013 NUS. All rights reserved.
Era of Omni-Channel
• Multi-Channel era to
Omni-Channel era
• Seamless service across
cha...
© 2013 NUS. All rights reserved.
MARKETS
© 2013 NUS. All rights reserved.
New Service Business Models
© 2013 NUS. All rights reserved.
Changing Context of Service
Delivery Models
© 2013 NUS. All rights reserved.
Disintermediation & Re-
intermediation
© 2013 NUS. All rights reserved.
PEOPLE
© 2013 NUS. All rights reserved.
Source: PMO. Population White Paper. 2013. ‘A Sustainable Population for a Dynamic
Singap...
© 2013 NUS. All rights reserved.
Enhanced Service Skills
© 2013 NUS. All rights reserved.
Service Design Skills
© 2013 NUS. All rights reserved.
Org Design & Job Redesign
Enlargement
Enrichment &
Enlargement
Elimination Enrichment
Job...
© 2013 NUS. All rights reserved.
Digital Service Literacy
• Digital Understanding
• Data Science & Service
Analytics
• Dat...
© 2013 NUS. All rights reserved.
Service
Excellence
Service
Innovation
Experience
Design
Customer
Service
Interaction
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ISS Service Innovation Leadership Seminar, 28 March - Stuart Smith

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ISS Service Innovation Leadership Seminar, 28 March - "Service Innovation Trends" by Stuart Smith, Chief of Service Innovation, NUS-ISS

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Transcript of "ISS Service Innovation Leadership Seminar, 28 March - Stuart Smith"

  1. 1. © 2013 NUS. All rights reserved. Service Innovation Seminar Trends In Service Innovation Stuart Smith – Chief Service Innovation Institute of Systems Science, National University of Singapore March 2014
  2. 2. © 2013 NUS. All rights reserved. People & Technology & Markets
  3. 3. © 2013 NUS. All rights reserved. TECHNOLOGY
  4. 4. © 2013 NUS. All rights reserved. Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Telecommunications …Singapore’s mobile penetration rate of 100% plus indicates many individuals have multiple phone contracts… Mobile Digital Revolution
  5. 5. © 2013 NUS. All rights reserved. Mobile Digital Revolution
  6. 6. © 2013 NUS. All rights reserved. Mobile Digital Revolution
  7. 7. © 2013 NUS. All rights reserved. Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Infocomm-Usage-Households-and- Individuals.aspx 50% of the Singapore population are ‘online shoppers’… Mobile Digital Revolution
  8. 8. © 2013 NUS. All rights reserved. Customers Have Access To Instant Information
  9. 9. © 2013 NUS. All rights reserved. Customers Expect Transparency
  10. 10. © 2013 NUS. All rights reserved. They Can Achieve It Anyway!
  11. 11. © 2013 NUS. All rights reserved. Era of Omni-Channel • Multi-Channel era to Omni-Channel era • Seamless service across channels • John Lewis – Over $20bn sales in 2013 • “omni-channel capability and innovation has been the key to success”.
  12. 12. © 2013 NUS. All rights reserved. MARKETS
  13. 13. © 2013 NUS. All rights reserved. New Service Business Models
  14. 14. © 2013 NUS. All rights reserved. Changing Context of Service Delivery Models
  15. 15. © 2013 NUS. All rights reserved. Disintermediation & Re- intermediation
  16. 16. © 2013 NUS. All rights reserved. PEOPLE
  17. 17. © 2013 NUS. All rights reserved. Source: PMO. Population White Paper. 2013. ‘A Sustainable Population for a Dynamic Singapore’. Two-thirds of Citizens will hold Professional, Managerial, Executive and Technical (PMET) jobs in 2030, compared to about half today… Numbers of Professional, Managerial, Executive and Technical (PMET) and Technician and Associate Professional (TAP) jobs will grow… MTI Occasional Paper. On Population And Economy Changing Workforce
  18. 18. © 2013 NUS. All rights reserved. Enhanced Service Skills
  19. 19. © 2013 NUS. All rights reserved. Service Design Skills
  20. 20. © 2013 NUS. All rights reserved. Org Design & Job Redesign Enlargement Enrichment & Enlargement Elimination Enrichment Job Redesign
  21. 21. © 2013 NUS. All rights reserved. Digital Service Literacy • Digital Understanding • Data Science & Service Analytics • Data & Information Security • Service Understanding
  22. 22. © 2013 NUS. All rights reserved. Service Excellence Service Innovation Experience Design Customer Service Interaction
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