What these key metrics reveal about the future of the services industry
Deb Ashton is the Founder & Senior Vice President, Strategic Customer Experience at Certinia. Take a read of this blog based on Deb’s conversations with industry colleagues on the major trends and opportunities happening in the world of professional services.
As part of the upcoming International Services Week, I recently had the opportunity to sit down with my friends at Diabsolut, Nana Gregg, Senior Solutions Architect, and Rachel Chand, Director of Platform Solutions, for an in-depth discussion on some of the major trends shaping the future of professional services, and the opportunities they present.
Our conversation was grounded in a handful major data points from the Global Service Dynamics Report, based on a survey of more than 1,000 professional services leaders worldwide. Together, we decoded what these insights reveal about the future of services.
A recurring theme was the need for adaptability. Nana and Rachel emphasized the critical role of automation and AI in improving operational efficiency. With the report showing that 60% of services teams still rely on spreadsheets, the shift to real-time, integrated tools is essential for boosting profitability and customer satisfaction.
Beyond technology, we explored the human side of transformation. Leadership must foster a culture of innovation and focus on upskilling to meet the demands of a tech-driven industry. This is particularly pressing, as 85% of organisations plan to grow their services teams in 2024—growth that must be backed by strong capabilities, not just headcount increases.
Finally, we touched on the importance of community and collaboration. Rachel noted that services organisations must foster a culture of learning, where sharing best practices and experiences across teams is essential. This means both successes and challenges need to be openly discussed to foster collective growth. PSOs cannot thrive in silos, and collaboration, especially in an environment like International Services Week, enables learning from peers across the industry, helping everyone elevate their service delivery standards.
To dive deeper into these insights, I invite you to join the broadcast of our full fireside chat on Tuesday, 22nd October at 5:00pm BST on LinkedIn!
Happy #ServicesWeek!
