The Future of Service: Elevating the human experience
The customer service landscape is rapidly evolving with technology disruptors, societal changes, and demographic trends requiring service leaders to contemplate what the Future of Service looks like.
Demands on all aspects of service continue to grow, be it omnichannel service, in field, in person, and/or via contact centers. Reducing costs, growing revenue, improving customer experience, and cultivating talent remain top of mind for executives. However, the strategic importance of service as a critical asset to differentiate firms from their competitors continues to be a major priority.
The mission of customer service continues to evolve beyond issue resolution. As the driver of a company's main relationship touchpoints with customers, the service organization shapes experiences, drives choices, and reinforces perceptions and beliefs. In doing so, customer service functions transform from being cost centers to being customer retention and profit centers.
Deloitte’s view of the Future of Service is based on our work with hundreds of global service organizations, thought leaders, and technology-enabling alliances. We believe a series of disruptive forces are likely to profoundly change the way service is delivered in the future, and we think about them in five major themes.
PERSONALIZED AND PROACTIVE
Read more about the themes and how to start preparing for the Future of Service and watch our video below on elevating the human experience.