Service innovation sometimes isn’t visible. B2B companies, enabled by artificial intelligence and analytics, deliver cutting edge service by better understanding their customers, operations, and marketing.
Here are 5 visible examples of service innovation.
1. Target brings high-touch services to the stores
Target is piloting concepts to offer styling advice and “Digital Service Ambassadors” to shoppers. The idea is to educate reps and provide digital tools to personalize the in-store shopping experience.
As part of its service strategy overhaul, Target has already implemented online shopping in-store pickup options in some of its brand new Target Express locations. In many stores, beauty advisors give makeup recommendations.
2. Amazon promotes “Home Services” marketplace
With its “Amazon Home Service” marketplace, Amazon has established a marketplace with value-add service around assembly of delivered goods, home improvement, and yard work.
Home Services is an attempt of Amazon to extending its offering by adding services. A reasonable strategy comparing the low startup costs of vetting professionals to the cross-selling potential.
3. Thankster sends handwritten notes on demand
Thankster offers “handwriting as a service” by replicating a person’s handwriting based on a scanned sample and ships printed notes to the recipient.
Giving a personal, old-fashioned touch can be a differentiating marketing strategy. With increasing levels of automation in service industries, this scalable solutions contributes to a personalized service strategy at scale.
4. Singapore-based Bank DBS disrupts financial services
Singaporean bank DBS introduces service innovation aiming at making banking an easier customer experience. An SMS system channels customers by needs and notifies them about rep availability at the branch - so customers don’t need to line up. In addition, DBS provides virtual account opening services.
Driven by millennials, financial services are under pressure to remove friction in the customer experience through service innovation. This allows leaders such as DBS to differentiate against competitors by providing a superior customer experience.
5. DigitalGenius automates human-like customer service
Artificial intelligence based startup DigitalGenius is taking a new approach to large-scale customer support through “next-generation conversational automation technologies for the enterprise”. In other words, the startups is investigating ways to use NLP and deep learning to emulate human-like conversations - useful for automating customer service.
DigitalGenius mentions private betas in retail as well as customer and employee onboarding. AI-enabled human-like conversation technology can be expected to have large potential to make conversational scalable - which would enable service innovators to keep up with the growth in conversational.
All of these 5 examples of service innovation have one thing in common: They are enabled by technology and inject digital to offer value-add services or make personalized services scalable. I’d be very excited to learn about great examples you’ve come across.
Even the US government has realized the potential of service innovation - and created a playbook to make “the delivery of policy and programs” of digital services more effective.