2014 TechFUTURES: What will Service operations look like in 2019?

Today I have the pleasure of opening Technology Services World with our TechFUTURES event, kicking off at 11am. TechFUTURES takes us forward in time five years, to the year 2019, for a look at the state of the industry with special focus on the impact of services technology. TSIA TechFUTURES focuses on three topics identified as primary change agents within the industry. The three topics are:

  • Analytics. “Big data” is not only a buzz phrase, it provides a solution to the explosion of enterprise data: harnessing the power of analytics to glean critical information from multiple, real-time streams of content. As an example, professional services organizations have historically run their operations using spreadsheets, only to find out at the end of the project that major milestones were missed, the project ran over budget, and customers are not satisfied with the outcome and are pushing back on payment. Today, we are beginning to see real-time dashboards that can pinpoint projects in trouble immediately, giving supervisors the opportunity to resolve problems and put the project back on course. With increased sophistication coming to analytics every year, what will big data look like in 2019? How will proactive dashboards evolve over the next five years?
  • Collaboration. There are many drivers behind the growing budgets for enterprise collaboration tools by technology suppliers. Younger demographics entering the workforce prefer to share ideas and collaborate on problems. Mobile devices provide mechanisms to ask questions of peers from any location, on any device. The rise of expertise management is making it easier to identify the expert on any subject—or any line of code. The growing number of remote workers means collaboration can’t happen over cubicle walls—enterprise collaboration tools are required. Looking ahead to 2019, with collaboration becoming the default communication mechanism for employees, how will this change the way we work? Looking beyond just employees, what is the role of partners and customers in collaboration?
  • Service Channels. The way we interact with customers has seen dramatic changes over the last decade. The shift from call centers to contact centers was forced by customers rapidly adopting emerging channels. First was email, offering a way for customers to thoughtfully describe problems without a phone call. Next was self-service, then chat, and today, rising adoption of social media channels means technology firms are interacting with customers via Twitter, Facebook, Google+, and more. Looking ahead to 2019, what will be the dominate interaction channels for customers? With the Internet of Things allowing every device in your home and office to be online and interconnected, how can we further streamline and automate technology support to leverage the new always-connected customer?

TSIA has identified three technology partners to paint a vision of the future state of services, focusing on the topics defined above. The presentations will take us forward to 2019, and focus on “a day in the life” of Bob, a highly social, collaborative, connected, and data-savvy customer, as well as June, a high-tech support executive, responsible for consolidated service operations. How will the combined forces of analytics, collaboration, and evolving service channels impact June’s people, processes, and technology, and what new challenges can we expect from our future customer, Bob?

  • Changepoint: Analytics 3.0 (Data + Analytics) = Business Opportunities. Analytics 3.0 is the heart of the next phase of global transformation—it’s where big data and analytics join forces with strategic operational and decision processes to create new accelerated opportunities and revenue streams for businesses, giving rise to the Data-Driven Economy. In this TechFUTURES presentation, Changepoint futurist Larry Kading takes you on a journey about how all organizations—not just the large online pioneers—can compete in the Data-Driven Economy. However, while new business opportunities and revenue streams abound as a result of this global transformation, they only exist for organizations that understand how to get there. Larry will share the secrets of how June can exploit the opportunity with game-changing, analytics-based products and services. Control the data or it may control you.
  • Jive Software: Collaboration. The human brain is as powerful as 300 supercomputers, but excels at a certain kind of intelligence: creativity, innovation, and intuition. It is limited by its isolation and access to information, and because of its limitations, we have all adapted our behavior to machines much better at crunching numbers. Today, we are starting to carry devices more powerful than the original supercomputers with us all of the time that are always connected: the laptop, the tablet, the smartphone, smart watches, Fitbits, and wearable HUDs. In the next five years, the time may come when all of us will complement our own intelligence with hundreds of tiny, connected supercomputers that are able to instantaneously perform staggering analytics, expanding our concept of collaboration by presenting us with the right information, conversation, or access to expertise in the moment that we need it. In this TechFUTURES presentation, Chris Morace, Jive’s chief strategy officer and New York Times best-selling author, explores how much better it will be to work together in 2019. Find out what work will be like when we are empowered by powerful technology, and not tethered to it.
  • Support.com: Service Channels. Support.com, Inc. is a leading provider of cloud-based services and software that enable technology support for a connected world. In this TechFUTURES presentation, Amy Millard will discuss how the Internet of Things will continue to create new opportunities and challenges. We live in a world where our devices monitor, track, and connect the physical world, and this will only increase in the years to come. As device interconnectivity begins to touch every phase of our lives in both the business and consumer worlds, the stakes rise higher and higher for a seamless customer experience. Amy will share how tech support teams can rise to meet these challenges.

Please join us for this fun event to get your TSIA experience off to a great start. And as always, thanks for reading!

Explore posts in the same categories: Best Practices, knowledge management, Professional Services, social media, Technology

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