Research Insight: Completing the Data Swing to Improve Frontline Experiences and Drive Service Innovation

While innovation is a top priority for the majority of service leaders, lack of visibility into data and information is preventing many from moving away from reactive service delivery.

This Research Insight looks at:

• The percentage of service organizations achieving predictive, proactive and outcome-based service delivery
• The obstacles holding back organizations from moving towards more mature service models
• How top tier organizations are achieving service innovation