Research conclusions




    Rethinking the customer service means to rethink the customer journey, to manage the customer touch points but ensuring that the customer experience will be positive and stay positive after digitalization of your Service Business. The following topics will be discussed during our next event:
    • How to use technology to optimize customer service experience?
    • What are the challenges to manage and optimize customer touch points?
    • What are the benefit of adopting a Digital model that enhance Customer Service?
    Publish month October 2024 Publish month October 2024
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      To grasp the full potential that AI can bring to a manufacturing business, it requires more than merely considering the theoretical consideration of AI capabilities available in the market. Instead, it necessitates real implementation and usage of AI. During the event we had discussed the possibilities and applications of AI, focusing on key themes like:
      • What AI functionalities are already included in leading field service management applications?
      • How can we optimally implement them to accomplish measurable service business results?
      Download The "Using AI to excel with Services" report Download "AI to excel with Services" report
        The challenge of maintaining a skilled and engaged workforce to be able to meet service delivery requirements, and more importantly, the customer needs, has been a top 5 issue since technology service began, however it seems that the issue is much more acute right now! More recently many service companies have moved to a “remote by default” business model meaning that new skills, and indeed changed working practices, are needed. So how have service companies dealt with this challenge?


        Our research showed that while most companies were satisfied that they had the right skill mix today to meet their customer contracts, there were still 22% who felt that service commitments were threatened by a lack of key skills.
      Download The "Engaging people in a world of shortages" report Download "Engaging people in a world of shortages" report



      Every manufacturer that offers service adopts typical service business models to deliver their services by building new service capabilities. The adoption of service business models is an evolution in which new capabilities open up new service business opportunities to generate profitable and sustainable growth.
Download The "Service Business Drives Profit" report Download "Service Business Drives Profit"



    This executive summary shows the outcome of our Service Business Forum Event on Artificial Intelligence in Service, held on the 22/23rd of June, 2023, in Zurich. During the event we analysed and discussed the research done on the topic by the Noventum team and came to several conclusions on key issues
  • The Use Cases of AI in Service.
  • The benefits, risks, and implementation steps challenges of using AI in Service
  • Some examples of AI applications in Service​
  • Conclusions​
Download The "AI In Service Research report" Download "AI In Service report"



    Companies are required to build up new capabilities to deliver digital services. However, not all digital capabilities are relevant for these new service business models, so we asked the participants what digital capabilities they want to invest in. The digital capabilities that more than 80% of service leaders consider essential are predictive maintenance and remote monitoring and control, and real-time data analysis”
Download The "Growing with digital services" report "Growing with digital services" report