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Thursday, October 24, 12:00pm

Service Index: A Holistic Metric for Service Maturity

Overview

How mature is your service organization? Do you mentally search above and beyond your KPI measurements or your Technology Stack as you try to come up with the answer? Rather than pursuing functional and technological maturity guidelines in hopes that “more advanced capabilities” will lead to “better experiences,” the Service Index flips the script by providing a framework where maturity is assessed, scored and interpreted based on the outcomes that are common across any service organization. Specifically, it is built around the perspective of three ever-present personas to achieve a holistic service-associated experience: 1. Customer Experience (receives the service), 2. Employee Experience (delivers the service), and 3. Business Experience (guards the viability and desirability of the service provided).

Join us for our latest Smarter Services™ Webinar, “Service Index: A Holistic Metric for Service Maturity.” We’ll look at:

  • Why this alternative approach is new, necessary and more intuitively interpreted.
  • How do the interrelationships between people, data, processes and technology shape the Service Index.
  • What were the summary findings from the self-assessments completed by 50+ Service Leaders.
  • How Service Index can baseline, benchmark and boost any service organization’s maturity.
  • What to do next.


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Leadership & Strategy

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