ISS 2020 Vision Future of Service Management | Page 136

Theme 3: Future Directions in Service Management – Customer/End-user Outlook
25. In Service Management, what aspects do you believe will be the most important from a customer/end-user perspective towards 2025?
(Please select your top 3 choices)
Real-time responsiveness
12%
The ability to anticipate changing needs
9%
8%
The human touch
7%
Connectivity and 24/7 availability
Organizational empathy
Technology and big data
Thought leadership
11%
21%
14%
14%
7%
Price
20%
19%
11%
7%
Innovation and development
11%
13%
4%
5%
5%
3%
8%
7%
#1 in %
#2 in %
#3 in %
3%
3%
4%
Real-time responsiveness
24%
The ability to anticipate changing needs
17%
Connectivity and 24/7 availability 12%
Innovation and development 12%
Price 10%
The human touch 10%
Technology and big data
Organizational empathy
Thought leadership
134
48%
17%
8%
7%
5%
4%