The collaborative economy in Europe & the future role of logistics
The Collaborative Economy and the Future of Service
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Transcript of The Collaborative Economy and the Future of Service
July 11th 2015
Frontiers in Service Conference 2015, San Jose
Twitter: @werkunz
- 2 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
Welcome to the paradise of the collaborative economy.
• Collaborators everywhere • No difference between
employee and customer • We all contribute and
receive value
- 3 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
The traditional service industries are challenged
In a collaborative economy
Ø Service companies are becoming big data analytics companies
Ø Demand for professional service managers is going down
Ø We lose the direct contact to the frontline
Ø Security risks may rise
- 4 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
Some predictions for the near future.
If the average joe can really offer my service, my service business is sentences to death
- 5 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
Some predictions for the near future.
The glorified view on the collaborative economy will vanish. The customer experience will change.
• The collaborative economy will change consumer‘s expectation about the service.
- 6 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
Some predictions for the near future.
The collaborative economy will change consumer‘s expectation about the service industry
- 7 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz
Thank you for the attention