skip to primary navigationskip to content
 

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

last modified Jun 26, 2018 09:15 AM
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

While we know that seamless customers’ journeys that span several channels are important, research on how firms can best manage and (re-) configure their customers’ journeys in a flexible manner is still unclear. At the same time complexity of customer journeys as well as the speed with which both technology such as artificial intelligence (AI) applications and consumer behavior are changing is increasing. Companies react to this with trying to implement more agile organizational structures as well as more flexible service provision and customer journeys. But this needed flexibility can hardly be realized with current service provision structures. Instead, this conceptual paper suggests modular service structures that allow for a “plug & play” capability of service modules within customer journeys. By doing so, flexible service provision configurations and customer journeys can be realized, thereby also laying the basis for new business models. The paper contributes by introducing the concept of modular service structures as a basis for managing the customers’ journeys and by presenting five archetypical customer journey configurations.

[paper]

RSS Feed Latest news

Webinar on High-Value Manufacuring (HVM)

Mar 18, 2019

In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing.

February 2019 Paper - High Value Manufacturing (HVM) in the UK: Case studies and focus group insights

Feb 28, 2019

High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. Shaw

February 2019 Webinar - Business Ecosystems Mapping

Feb 12, 2019

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.

January 2019 Paper

Jan 21, 2019

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'

Webinar 14 January

Jan 16, 2019

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network Ensembles

View all news

Upcoming events

Shift to Services Executive Education Programme

May 14, 2019

IfM, Cambridge, UK

Upcoming events