Closing the 21st Century Service Capability Gap
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Overview: The natural affinity of technology service organizations toward software and technical training as the predominant solutions to their service challenges leaves them in a widening gap between customer expectations and actual service capability. And yet, due to product commoditization and the omnipresence of the internet, pressure is mounting for service businesses to come to the rescue. Closing the 21st Century Service Capability Gap takes a holistic look at the challenges of Service Businesses in today's technologically complex and economically challenging environment, highlights failed approaches of automating service delivery and outlines a more strategic, process-, and people-driven approach to creating an organization that delivers a consistent, high-quality customer service experience.