Service Excellence in a Time of Disruption

Service Excellence in a Time of Disruption

This IDC Perspective explores the opportunity and challenges faced by manufacturers and service organizations during a time of disruption. Disruption can be from the pandemic crisis, global recessions, or competition. This document also looks at how technology and digital transformation can accelerate new business models and new ways of delivering value to customers."Manufacturers and service organizations must learn from the current crisis and ensure their service operations can quickly become resilient to deliver mission-critical service for customers," says Aly Pinder, program director, Service Innovation and Connected Products, IDC Manufacturing Insights. "As we enter the next normal, customer value will be defined differently and manufacturers will need to accelerate their digital transformative journeys to ensure future disruptions will not adversely impact service quality or the ability to deliver enhanced service offerings."

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
From Connected Intelligence to Customer Value and Service Excellence
Disruptions Refocus Priorities and the Power of Quality Service
What's Next for Service
Advice for the Technology Buyer
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