TSW Opening Keynote: Breakthroughs in Service Economics
Technology Services World (TSW) Santa Clara opened today with a keynote address by our CEO, JB Wood, on ‘Breakthroughs in Service Economics.” This was a serious note on which to open, discussing the downward trend of service margins and the implications for the future if things don’t change.
One angle he discussed was right down my alley–the role of technology. JB talked about how our industry has wide adoption of technology that cuts costs and streamlines processes, but have we plateaued? Has all the low hanging fruit been picked?
While there are some newer technologies available today with low adoption, their potential is good, not amazing. And while there are some promising technologies in the future, such as automating multivendor support and success analytics, how big an impact they will make and how long it will take companies to adopt remains a wildcard.
Services Innovation is the answer, and Bill Steenburgh, SVP of Services, Xerox, is onstage as I type talking about how Xerox has invested heavily in service innovation, with amazing results. I’ll be back tomorrow with more conference content, including notes from my keynote, the winners of the Spring 2009 Recognized Innovator Awards, and reports on breakout sessions and any other gossip I can find! Thanks for reading, and welcome to TSW!