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How the operating model for service management and CX is having to change

You don’t need us to tell you that 2020 has been a year like no other. But with lockdowns lifting, there are some feeling a cautious optimism that we may be coming out the other side.

For businesses, of course, the reality is very different. Some have thrived: home delivery firms and a wide range of food retailers for example. Others haven’t made it: the gloomy numbers reported daily are no longer just infections, but also job losses and closures with travel, hospitality and high street retailers hit particularly hard. 

How the Operating Model for Service Management and CX is Having to Change

Service Innovations that Challenge Legacy Thinking 

The impact of Covid-19 on business has been profound and thrust the need for change upon us. Customer expectations have changed with even more reliance on online and self-service, coupled with customers’ own concerns about safety. Old models of service delivery that have largely served us well now need re-thinking, re-shaping or throwing out altogether. It is clear too that further challenges will emerge with each step back to the “new normal”, including the possibility that this is now a “never normal.”

Beyond the inevitable focus on cost and efficiencies, there are questions about how to manage a return to the workplace and protect the workforce against potential second or third waves: a workforce that in many companies has become accustomed to, and embraced, the flexibility of home working. In order to better understand how the operating model needs to adapt Arise have partnered with Ember to look at how customer-facing organisations have grappled with challenges such as new ways of working with people; distributed platforms as a service, that support enabling tools and technologies; and engaging with new types of partner that can supercharge agility and flexibility to deliver a true on-demand capability.


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