Frequently asked questions

Service Revolution Academy helps senior leaders of service-intensive organisations turn fragmented service into measurable business value. It was founded by Johann Diaz, who has more than 35 years of service transformation experience. We work through the free ServiceGap diagnostic, courses, coaching and advisory.

CEOs, COOs, Customer Service Directors and Service leaders in service-intensive organisations across the UK, Ireland and EMEA. It suits leaders who know service matters to growth, but whose service still feels fragmented across departments.

Johann Diaz is the Founder and Chief Strategy Officer of Service Revolution Academy. He has worked as an operational leader, Customer Service Director, COO, transformation leader and senior advisor, inside organisations including HMRC, Unilever, Vodafone, BP, Diageo, E.ON, National Grid, Transport for London and Serco. He is a guest speaker at Henley Business School.

Because customers do not experience departments. They experience the whole journey. Sales, operations, IT, billing and support can each hit their own targets, while the hand-offs between them let the customer down. Most organisations do not have a service problem. They have a Service Model problem.

The ServiceGap is the gap between what your organisation promises customers and what it can consistently deliver. It is where revenue leaks, costs build up and customers quietly leave.

Take the free ServiceGap diagnostic at servicegap.ai. It asks 25 questions across five areas: customers, revenue, leadership, technology and operations. It takes around 10 minutes and gives you a personalised benchmark.

Not on its own. AI does not create capability. It amplifies the capability you already have, good or bad. If ownership, workflows and data are fragmented, AI will make those problems happen faster. Service maturity has to come before AI maturity.

It defines what an organisation needs to build to deliver service end-to-end. It has three parts: Service Architecture (how service is structured, owned and led), Service Portfolio (what services you offer, to whom and for what outcome) and Service Operations (how people, processes, technology, data and knowledge deliver on your promises).

The Customer Service Revolutionizer™ is our eight-stage methodology for making the transformation happen. The Service Revolution Framework® defines what to build. The CSR shows leaders how to build it.

Most programmes improve one part of the organisation. CX improves journeys. CRM improves customer data. Automation improves workflows. The Service Revolution Framework® focuses on the system that connects them all, so the organisation can keep its promises end-to-end.

Better service capability improves four things leaders care about: more revenue from existing customers, lower cost-to-serve, lower operational risk and faster innovation. The ServiceGap diagnostic shows which of these matter most for your organisation.

Most leaders start with the free ServiceGap diagnostic. From there you can join the Academy for free resources, take a course, join Service Leadership Coaching, or work with Johann on advisory. We work alongside your team. It is done with you, never done for you.

It depends on the programme. The ServiceGap diagnostic and Academy membership are free. Courses, coaching and advisory are priced to your needs, so the best next step is a short call to talk them through.

Yes. Johann speaks at conferences, business schools, leadership offsites and executive briefings. See the Speaking page for his topics, or email johann@service-revolution.com.