ISS 2020 Vision Future of Service Management | Page 49

Customer experience
16%
Service quality
15%
Service culture
14%
Service experience
14%
Relationship management
13%
Employee engagement
11%
Service design
9%
Service operations
8%
Figure 15: What areas in Service Management have the biggest potential for improvement towards
2025? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
Each element contains a diverse and complex set of processes that come together in a
coordinated manner to create engaging and fulfilling service outcomes for users. Employees,
especially frontline service professionals with direct user contact, will continue to be the most
important asset for any organization in the services industry. Their importance will only grow
in the service delivery as more elements become automated and the number of interactions
between organization and end-user becomes less frequent. 53
Service providers should look to employ self-directed and highly engaged individuals with a
high degree of flexibility and freedom to operate under a set of meaningful corporate values.
It is as important to support and empower frontline talent through strong, compassionate
and motivated leadership and a pervasive service culture that is designed to bring exceptional
service moments to life. 54 Here, culture plays an important role in guiding behaviour. Excellent
service in the future will be characterized by the accuracy and relevance of these service
outcomes, as well as the experiential value embedded within the interaction (see figure 16).
Providing experiences during service interactions
22%
Accuracy and relevance of outcomes
17%
Strong and clear communications
16%
Solving probleems and addressing challenges
14%
Ability to respond to changing needs
10%
Responding in timely manner
10%
Proper employee training
Hiring and retaining the right service staff
7%
4%
Figure 16: What are the most important attributes in achieving service outcomes? (Source: CIFS, ISS,
IFMA, CoreNet Global Survey, 2016)
53 Bechmann, S. ISS 2020 Vision: Future of Service Management, 2016.
54 Hyken, S. ISS 2020 Vision: Future of Service Management, 2016.
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