Despite our best efforts over the last 50 years to create the perfect service design blueprint, things are still a little cray. This all got a little worse about 5 years ago when CX reared it's head and introduced the customer journey into the Kaizen, LEAN manufacturing ecosystem that had been finally streamlined and grown into a mature practice of "Service Design".
Flash forward to today where it's not enough for the CFO and COO to have the nexus of data that runs the organization. Now we have to incorporate the CTO and CMO. All of these Silos have to talk transparently to each other. The problem? They all speak different data languages.
At Service Design Week 2018, Advisory Board Member Dennis Wakabayashi broke opened the door to a whole new era of C-Suite Centricity where AI and Machine Learning tools will rapidly unite the C-Suite visibility into customer behavior as a single unified view of the business and the customer at scale. Essentially introducing a harmony of demand and supply at scale using AI Tools.
Although AI and Machine learning will do the data crunching that humans cannot, the real barrier is still HUMAN CENTERED and requires savvy design professionals, evangelists and practitioners to make Centricity and asset for your business.
If you want to kick start your CX/Service Design transformation. Integer Group has more info and a scheduling app at: https://www.21chickens.com/ that can help you get going in the right direction.