The future of Service Management: Interview at SMe2012

by NIck Frank on November 4, 2012

Nick was interviewed at the at the UK Service Management Conference 2012  on his thoughts on the future of Service Management. He reviewed his own presentation with colleagues from Sharp and Siemens on Low Cost High Value Service models, reflecting that the most significant challenges facing service executives was to break away from the focus on cost and develop a Brand driven strategy; this being the only way to truly  differentiate oneself from the competition. It involves service people taking a more formal approach to capabilities that they intuitively deployed in the past, such as the design and management of Customer Experience. For the full interview use this link.


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