The next generation of services

Transforming service operations with the power of AI

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The convergence of macro-economic headwinds, talent challenges, and AI and digital advancements is creating an urgent imperative for organizations to reconfigure their service operations for the future. Companies can do so by moving from managing operational processes and tools in siloes to creating a unified and seamless AI-powered execution engine that runs as a common thread through the whole service value chain. Through this unification, organizations can create efficiency and differentiated experiences for employees and customers alike.

This collection highlights the common operational challenges service organizations are facing and how AI can help improve productivity, customer experience and employee engagement.

How do I know what’s happening in my service operations, and understand what is their full potential?

Getting started with a transformation first requires a holistic assessment of current operations—both processes and people—to create a granular baseline of the value at stake. Developments in AI make developing this baseline faster, more accurate and easier than ever.
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How good are your internal operations—really?
– When evaluating operational processes, human observation goes only so far. New data and analytics technologies can yield insights that are much more objective—and powerful.
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From speech to insights: The value of the human voice
– In a digital age, live voice contacts matter even more in providing a high-quality customer experience. New technologies make voice-data analysis easier to achieve, for lasting results.

How do I capture the full potential of end-to-end processes in my service operations?

In the post-assessment phase, deploying and scaling fit-for-purpose AI solutions can unlock tremendous value across the operations agenda. For example, time consuming and intuition-based staffing and manual document processing are both things of the past. AI-powered tools allow leaders to transform operations in a rapid, targeted manner by deploying levers such as eliminating unnecessary demand and optimizing workforce scheduling.
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Fueling digital operations with analog data
– Intelligent document processing, with humans in the loop, allows companies to bridge the business operations gap between the analog... and digital worlds.
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AI-driven operations forecasting in data-light environments
– Too many companies still rely on manual forecasting because they think AI requires better-quality data than they have available.... Nowadays, that’s a costly mistake.
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Smart scheduling: How to solve workforce-planning challenges with AI
– AI-driven schedule optimizers can alleviate age-old scheduling headaches—reducing employee downtime, improving productivity, and... minimizing schedule-related service disruptions.

Learn more about our work in AI powered service operations

Digitizing Operations
Transforming customer journeys or processes at scale, leveraging the latest digital approaches, including automation, digitization, and advanced analytics

How do I sustain change in the new hybrid world?

Hybrid ways of working have become a norm, making embedding new capabilities even more challenging. For example, personalized coaching is difficult to deliver at scale and at the right time in a hybrid working model. AI-powered management systems and capability building approaches can make a material difference in making sure operations transformations stick.

New operations management systems for a digital world
– Now is the time to redefine management disciplines with a modern tool kit powered by technology. The organizations that embark... on this journey sooner will achieve the benefits from a culture of innovation.

How AI-driven nudges can transform an operation’s performance
– The right advice at just the right moment can make all the difference to employee satisfaction and performance. New AI-driven... approaches are making truly personalized, real-time coaching a reality.

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