In a recent blog post, I explained that companies need to reconceive their services as an evolving journey and need to rethink how they manage services. That’s because services are becoming more strategic in a digital environment and require ongoing commitment and focus to ensure they deliver on their promise. Their evolving nature makes services a cascading change management challenge that remains as long as the service remains. One of the most difficult aspects that companies struggle with is how to build conviction and sustain momentum that they are successfully moving toward delivering value in the services.
Read my blog in Forbes