Do you want to revolutionise your service in the world of AI disruption?

Because customers do not experience departments. They experience the whole journey. Sales, operations, IT, billing and support can each hit their own targets, while the hand-offs between them let the customer down. Most organisations do not have a service problem. They have a Service Model problem.

CX programmes typically improve customer journeys and interactions. Digital transformation programmes often modernise technology, automate processes or introduce new platforms and AI. The Service Revolution Framework® looks across the whole organisation, focusing on the end-to-end Service Model through which promises are made, fulfilled and converted into customer and business outcomes. It does not replace CX, CRM, automation, AI or digital transformation. It provides the Service context and operating model that connects them.

Not on its own. AI does not create capability. It amplifies the capability you already have, good or bad. If ownership, workflows and data are fragmented, AI will make those problems happen faster. Service maturity has to come before AI maturity.

The ServiceGap is the gap between what your organisation promises customers and what it can consistently deliver. It is where revenue leaks, costs build up and customers quietly leave.

Johann Diaz is the Founder and Chief Strategy Officer of Service Revolution Academy. A former COO and Customer Service Director and an executive transformation advisor, he has spent more than 35 years leading, improving and transforming Service from the boardroom to the frontline. He is a guest speaker at Henley Business School.