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  1. Understand the benefits and opportunities enabled through Service 4.0 Transformation.
  2. Become familiar with the 9 core Digital Technologies which power Service 4.0 Transformation.
  3. Learn how Service organizations have evolved and what distinguishes Service 4.0 from previous generations.


Services companies are changing the way they offer and deliver services, driven by customer demands for a more customized, proactive, omnichannel, integrated, and data-driven service and enabled by emerging Digital Technologies. This is known as Service 4.0 Transformation.

By undergoing Service 4.0 Transformation, Service organizations can derive innumerable and impactful benefits related to:

1. Operational Efficiency and Cost Savings; and
2. Improved Customer Satisfaction

To design a Service 4.0 Transformation program, we must understand and evaluate implementation decisions across the 10 dimensions of our existing Service Provider Operating Model.

There are 9 emerging Digital Technologies that enable Service 4.0 Transformation:

1. Big Data & Analytics
2. Cloud Computing
3. Robotic Process Automation (RPA)
4. Social Media
5. Cognitive Computing
6. Virtualization
7. Internet of Things (IoT)
8. Smart Devices,
9. Augmented Reality (AR).

Each of these technologies will be discussed, with particular emphasis on RPA (a separate section of the presentation is dedicated to this topic). Additional topics discussed in the Evolution of Service Organizations, Service 2.0/3.0 vs. Service 4.0, Customer Journey, and Fourth Industrial Revolution.

This document will also include additional templates for you to use in your own business presentations.

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Service 4.0 Transformation

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File Type: PowerPoint (ppt)

File Size: 3.4 MB

Number of Slides: 52 (includes cover, transition slides)

Related Topic(s): Fourth Industrial Revolution Service Transformation Augmented Reality

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Initial upload date (first version): May 22, 2017
Most recent version published: Jun 12, 2017

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