ISS 2020 Vision Future of Service Management | Page 39

Individualized
Used-based
Experiental
Consumer
driver
expectations
Increased control & Preference
Every one is a VIP
Big/Infinite Data
- MAC Address
- Smart Cards
- Sensor data
- Automation
Customization
challenge
Business
driven
motive
Business
Intelligence
Figure 11: The infinite data challenge (Source: CIFS, 2014)
Neuroscience & behavioral enconomics
Targeted strategies
- Click tracking
- Web activity
- 3 rd party providers
New technologies are empowering front-line personal to address specific end-user pain points
from anywhere. For example, IBM and Apple have partnered to create a new generation of
enterprise mobile apps known as IBM MobileFirst for iOS that help front-line employees to
connect with analytics and big data on their iOS devices and do their work from anywhere
without interruption. The apps are designed to address specific pain points that are addressed
towards different industries such as electronics, banking and financial markets, energy and
utilities, government, healthcare and industrial products. 27
These technologies permit service providers to improve the services surrounding and
performance of physical products remotely with no input from end-users. For example,
Ford and Microsoft have entered a partnership that preventative maintenance and service
upgrades on a global scale through the Ford Service Delivery Network. The network permits
the automation of many services while at the same time collecting enormous amounts of user
data (the Ford Fusion electric vehicle, for example, generates 25GB of user data per hour).
The Ford Delivery Service Network permits new updates to be done automatically where they
once required laborious manual steps like downloading files onto a USB key from home and
then uploading them in the car. Through Wi-Fi-supported features that automatically handle
software downloads and installation, updates to the entertainment, navigation and vehicle
27 Pal, K., The Top 10 Trends in Mobile Computing, Technopedia.com, 2016.
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