Technology is forcing companies to make their service model jump to a next and further level. Trends and future scenarios in the speech that Luca Mascaro gave at the World Usability Day 2017 in Milano

1. Design for a
Quantum Leap

2. ARE YOU
Ready?

5. The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Past Now Soon Tomorrow Future
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

6. The next wave
Human
expectations
Technological
opportunities
Corporate
transformation
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

7. CHANGE AS CUSTOMERS EXPERIENCE
Servification

8. CHANGE AS WORKER EXPERIENCE
Flexapreneurship

10. CHANGE AS HUMAN EXPERIENCE
IA
collaboration

12. The risk area
Human
expectations
Technological
opportunities
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS
Risk area

13. CHANGE AS SPECIES
Artificial intelligence will pass
a Turing Test in 2029 RAY KURZWEIL, Google’s famed Director of Engineering

14. SIR KEN ROBINSON
Life is not linear,
it's organic

15. J.WILLIAM SCHOPF
Even evolution evolves

16. THOMAS KUHN
“Scientific revolutions are inaugurated
by a growing sense that an existing
paradigm has ceased to function
adequately”

17. THOMAS KUHN
Normal or Crisis. Where is our
organisation?

19. Facing this new scenario needs
a quantum leap

20. Companies should make their service model jump
to a next and further level.

21. 1. offer the same services, delivered in real time
2. use the same touchpoints, transfigured by the latest
technologies
3. involve the 100% of the customer base, not only the
early adopters

22. UX LEAP
Inclusive service models

23. UX LEAP
Human as
machine
interfaces

24. Agents
Clients
Devices
and
channels
Processi di supporto
New smart services for the customer
Agent empowering
Robot process automation
Line of
interaction
Line of
visibility
Backoffice
TRASFORMING
the service
delivery model

25. RPA
Adapting services
(smart)
Machine learning
systems
human robot interaction
IA

26. Push
“take a look”
Pull
“can you”
information discovery
through agent in corporates

27. Advanced
technologies
Design
Data
sciences

29. Thank you
@lucamascaro
www.sketchin.ch