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The future of service organizations - Wolter Smit - SEE 2018

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Wolter Smit was TOPdesk’s first software developer and is the founder and CEO of the company. TOPdesk’s core business is enabling services in organizations worldwide, Wolter keeps an eye out for the evolution of service organizations and what they need to be successful — now and in the future. What problems or opportunities do he and his team of experts spot? How do their views compare to predictions of renowned analysts and knowledge partners? What does the future for service organizations (including his own) look like, and how fast is that future approaching.

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The future of service organizations - Wolter Smit - SEE 2018

  1. 1. #SEE18 Organize services The Future of Service Organizations Wolter Smit CEO/Co-Founder TOPdesk
  2. 2. #SEE18 Important Trends 1. Rise of the Business Consumer 2. Technology Push 3. Your Vendor Landscape
  3. 3. #SEE18 Rise of the Business Consumer
  4. 4. #SEE18 Consumer Expectations in a Business World
  5. 5. #SEE18 Product Delivery
  6. 6. #SEE18
  7. 7. #SEE18 Product Delivery Service Delivery
  8. 8. #SEE18
  9. 9. #SEE18 Product Delivery Service Delivery Value Delivery
  10. 10. #SEE18 Service Design Thinking • Put the customer at the heart of everything you do • Sit alongside your customer • Holistic
  11. 11. #SEE18 Breaking Down Silos • Facilities • IT • HR • Finance
  12. 12. #SEE18 Take Aways • Put your customer at the heart of everything you do • Use Service Design Thinking to improve customer value • Aim for a seamless experience
  13. 13. #SEE18 Technology Push
  14. 14. #SEE18 AI Machine Learning Internet-of-Things Quantum Computing Self-Driving Cars Chat Bots Virtual Reality Conversational User Interfaces Drones 3D-Printing Blockchain Virtual Assistants Augmented Reality
  15. 15. 20 Years Technology Adoption in the US 3 Years
  16. 16. #SEE18 AI Machine Learning Internet-of-Things Quantum Computing Self-Driving Cars Chat Bots Virtual Reality Conversational User Interfaces Drones 3D-Printing Blockchain Virtual Assistants Augmented Reality
  17. 17. #SEE18
  18. 18. #SEE18
  19. 19. #SEE18 AI and the Service Desk • Faster Registration • Predictive Analytics • Assisted Call Resolution
  20. 20. Data • Knowledge Centered Services • Do you have enough data? • Are you willing to share?
  21. 21. #SEE18 Take Aways • AI will augment your service desk • How repetitive is the work you do? • Adopt KCS for knowledge base growth
  22. 22. #SEE18 Your Vendor Landscape
  23. 23. #SEE18 Service Integration and Management (UK) Multi-Sourcing Services Integration (US) SIAM/MSI
  24. 24. #SEE18 SIAM/MSI An approach to managing multiple suppliers of services and integrating them to provide a single business- facing service organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements.
  25. 25. #SEE18
  26. 26. Service Level Agreement
  27. 27. #SEE18 Vendor or Partner?
  28. 28. #SEE18 or Experience Level Agreement? Service Level Agreement?
  29. 29. #SEE18 Radical Transparency
  30. 30. #SEE18 Companies with engaged employees have a 81% higher Customer Satisfaction Rate Forrester
  31. 31. #SEE18 Radically Transparent • Shared Ticketing • Shared Customer Satisfaction Reports • Shared Employee Satisfaction Reports • Federated Knowledge Base
  32. 32. #SEE18 Empower the ecosystem Strategic Partners
  33. 33. #SEE18 Take Aways • Seamless Integration is key • Demand radical transparency of your partners • Build your partner Eco-System

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