Tapping into the Transformative Power of Service 4.0

Tapping into the Transformative Power of Service 4.0

Digital technology is revolutionizing the provision of services. Consider the following scenario: A Berlin resident we’ll call Paul has recently moved to a new apartment in the city. To initiate phone and internet service, he plugs his router into a wall outlet. Five minutes later, he receives a call from his service provider. An agent we’ll call Anna asks Paul to confirm that he has moved. She reads aloud the new address and Paul confirms that the information is correct. Anna tells Paul that she has updated his account information and arranged for the same-day delivery of a new, preconfigured router that will allow Paul to benefit from the higher-speed service available at his new address. Anna also offers, for a small extra charge, to update Paul’s address in the account records of his bank. Paul accepts the offer to avoid the hassle of updating the information himself. Anna then takes the opportunity to recommend that Paul upgrade to a data plan that better fits his usage patterns. Sensing that Paul is reluctant, she offers a free trial, which he accepts. Throughout the brief conversation, Anna speaks to Paul in English, because she knows it is his preferred language.

https://www.bcg.com/publications/2016/tapping-into-the-transformative-power-of-service-4.aspx