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Understanding the services revolution: Evolving the experience


When we talk about innovation, we’re typically talking about product innovation. Services hasn’t changed a lot over the last 50 years. If you took someone from the year 1950 and put them into an emergency room in 2010, it would look very much the same.”

Digitization is finally bringing disruptive innovation to the services sector. In this new interview, Travis Fagan, a director who leads our global Service Operations Practice, discusses how customers empowered by digitization are driving changes in service delivery, why that matters, and how service expertise can provide a competitive edge.