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Digital Service Operations: Learning to love the digital customer

Secure customer loyalty by giving them more control over their own service experiences.

Overview

Digitally disruptive customers demand a rapid, consistent, yet customized experience throughout the service lifecycle. If they don’t get it they’ll defect. So why not put them in charge of the service experience by building new, digitally enabled service platforms? That’s what many leading companies are now doing—and 60 percent of them are already seeing a positive return on their investment.

DOWNLOAD DIGITAL SERVICE OPERATIONS: LEARNING TO LOVE THE DIGITAL CUSTOMER [PDF]

Key Findings

Companies need to reimagine their service operations as specific capabilities enabled by digital technologies.

  • Today’s customers will defect at the slightest hint of a service issue. In 2014 two thirds switched providers in at least one industry because of poor service.

  • Digital has cracked the mass customization conundrum. New digital tools and platforms help providers respond faster and more effectively to individual customer demands.

  • Thirty-five percent of business and IT executives are experimenting with new, digitally-enabled service platforms that are predictive, descriptive, controlling and/or engaging.

Recommendations

You too can harness the power of the digitally disruptive customer by:

  • Developing a customer service strategy that listens to digitally disruptive customers and embraces them

  • Making customers an integral part of the service production process

  • Building a new, digitally focused operating model that hinges on the few critical capabilities that distinguish you from your competitors

  • Piloting new ideas rapidly, swiftly discarding those that fail, and scaling those with promise.

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Authors
Rob Honts

Rob Honts
Managing Director – Accenture Strategy, Customer
Service Strategy & Transformation

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Sven Drinkuth Sven Drinkuth

Managing Director – Accenture Strategy, Advanced
Customer Strategy & ASG Lead

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