An Introduction to the Service Automation Framework This white paper provides a high level overview of the Service Automation Framework, which was launched in 2017. The aim of his paper is to explain the key business drivers behind service automation and to provide an overview of the structure[…]
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How Service Automation will impact the world next year As the year is coming to an end – and people are preparing for the Christmas holidays – it is always a good moment reflect on the year and think about the opportunities for the future. What will 2018[…]
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I’m not ashamed to admit that my favorite Christmas movie is Love Actually. Nothing beats the opening scene of the gates at Heathrow Airport, as Hugh Grant voice explains that if you look for it, love actually is all around. The sap in me nods furiously at the[…]
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Introducing the Service Automation Framework Service Automation is the concept of achieving customer loyalty by using automated technologies (think Uber, Amazon and Netflix). It builds upon a large demographic and sociological trend. As a society, we have become accustomed to arranging our lives online and expect services that[…]
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There are two types of service offerings we probably all encounter daily. Consumer on-demand services offered across the planet help us summon entertainment, food, transportation and much more from an application on a smartphone. The most successful of these applications follows a structured workflow – we make a[…]
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The Service Automation Blueprint The Service Automation Blueprint is one of the seven techniques of the Service Automation Framework. It most frequently used as a tool in order to visualise how a service is delivered by a service provider. In order to automate a service, it is necessary to exactly[…]
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What is Service Automation? If you are new to the topic to service automation, you might have a very simple question: What is service automation exactly? And why are so many people talking about Service Automation. In this short post, I will try to give you a brief overview[…]
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The Service Automation Business Case In this article, we will discuss to formulate a service automation business case and which financial figures you need in order to calculate the financial benefit of a Service Automation implementation or improvement project. This service automation business case template can be applied[…]
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New Service Automation Explainer Video Hi there and welcome to this short video about Service Automation. Have you ever wondered why companies such as Spotify, Uber and Netflix conquered the world so quickly? Well, the answer is pretty simple: they all have a business model that is based[…]
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Serendipity Management Explained Serendipity Management is one of the key building blocks of the Service Automation Framework, and for many organizations one of the key reasons to adopt the framework. In this article, we answer four key questions about this concept. What is Serendipity? In the English dictionary, the[…]
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Expert Interview: Richard Pharro on Service Automation A lot has been written about the need for organizations to become digital and to transform the way they work. There is a wealth of information on the benefits of doing business in the digital age, how start-ups can access a[…]
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