Summary of Tapping into the Transformative Power of Service 4.0

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Tapping into the Transformative Power of Service 4.0 summary
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How will “Service 4.0” transform business as usual? In this detailed and timely report, Olaf Rehse, Stefan Hoffmann and Christoph Kosanke of the Boston Consulting Group examine how new technologies allow businesses to cut operating costs while simultaneously improving the ways they offer and deliver service to customers. The authors discuss the challenges that Service 4.0 adoption entails and lay out the practical steps businesses must take to transform their operations. getAbstract recommends this report to those interested in supercharging their organization’s service operations.

About the Authors

Olaf Rehse and Stefan Hoffmann are partners at the Boston Consulting Group, where Christoph Kosanke is a project leader.



Emerging technologies have the capacity to alter the ways businesses interact with their customers. Companies can cut operating costs and deliver faster, personalized and integrated customer service.

Companies have greater capacity than ever before to meld internal and external data to create comprehensive profiles of their customers. This information, in turn, allows companies to take a “proactive” rather than “reactive” stance on sales, marketing and ongoing service. Netflix, for example, uses analytics to offer...

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