Design thinking

The Future of Work and Service Management  

Nicola Chamberlain

 

 

 

The future of Service Management: It’s all about people. With technology being one enabler of service strategy, it’s more important than ever to place people at the center of service management.

Yesterday on the way to work I stopped by my local café. I love this place – I have a tab there and they know my name. It’s called Hantverkargatan 9, which in English translates to “Craftsmen Street” and reminds me of Kraftwerk, an incredible band from the ’70s that some of you old people may know. Teresa, who’s the co-owner, said “Hey, I was thinking of you! I found a new perfume I thought you’d like to know about. I remember you were wearing that unique scent and it reminded me of you.”

So, yes, I love this woman and I love this café. I know it’s commercial and I know they’re purposely making an effort to get to know their customers and add extra value, but I don’t care. I just love it! And bam, that’s exactly why service design is so interesting. It’s all about people and it’s all about our quirky uniqueness and how we connect and relate to each other as human beings.

There are three key aspects of employee learning and increased engagement that studies show lead to increased customer satisfaction and higher earnings. These three aspects encompass providing employees with purpose, autonomy and mastery.

It’s all about people

So what does a café have to do with the future of service management? If you boil it down, it’s all about people. With technology being one enabler of service strategy, it’s more important than ever to place people at the center of service management. And when it comes to people, starting with employees is key. In fact, when 60 percent of CEOs highlight concerns about the availability of key skills for their companies, attracting, integrating and retaining talent is top of mind.

Three key aspects to increase customer satisfaction 

In the demand for highly skilled teams within service management, increased automation is, of course, an important driver since businesses in this sector must shift from labor to knowledge-based value economies, or, to put it more bluntly, people must now earn their place over machines. There are three key aspects of employee learning and increased engagement that studies show lead to increased customer satisfaction and higher earnings. These three aspects encompass providing employees with purpose, autonomy and mastery.

The future of Service Management

Recently, Veryday had the excellent opportunity to support the Copenhagen Institute for Future Studies in their report, The Future of Service Management. The collaborative report confirmed how important it is to understand the influence of shifting global trends on people’s expectations – whether clients, customers or our own teams – while maintaining a perspective on what it is to be human, to connect and have a relationship with another person. This begs the question: how can we turn our reflections and knowledge into actions that enhance our own experience of work?

We create the future now.

Read the Future of Service Management White Book