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The Service Revolution Framework®
Most organisations don’t have a Service problem.
They have a Service Model problem.
Customer Experience, Operations, Technology, AI, Service Management and individual business functions may all be improving, while the end-to-end Service your customers experience stays fragmented.
The Service Revolution Framework® helps you design and improve the end-to-end Service capability that increases revenue, reduces cost-to-serve, lowers risk and accelerates innovation.
For CEOs, COOs and Service leaders in service-intensive organisations.
Why Service breaks down
Every function can be working. The customer can still be let down.
Each function has its own targets, systems and priorities. The hand-offs between them are where promises get broken, costs build up and customers quietly leave. Add AI to individual functions without fixing the system around them, and the fragmentation simply happens faster.
Organisations optimise functions. Customers experience Service.
What better Service capability delivers
Four commercial outcomes. One connected system.
This is not another transformation methodology. It is a way of improving business performance.
Revenue
Increase retention, expansion and customer value.
Cost
Reduce failure demand, rework, unnecessary hand-offs and cost-to-serve.
Risk
Strengthen accountability, resilience and operational control.
Innovation
Create the capability to introduce new services, automation and AI faster.
The Service Revolution Framework®
Three capabilities. Built to work as one.
The framework defines your Service Model: the three capabilities that decide whether the promises you make are the promises you keep.
Hover or tap a cog
Service Architecture
How Service is structured, governed, owned and led.
Service Portfolio
What Services the organisation provides, for whom, and to what outcome.
Service Operations
How people, processes, technology, data and knowledge fulfil the promises made.
Together, these create the capability to consistently fulfil Service promises and enable customer and business outcomes.
Implemented through the Customer Service Revolutionizer® (CSR™), our eight-stage methodology for making the transformation happen.
Why this is different
Most transformation improves parts of the organisation.
- CX improves journeys.
- CRM improves relationship data.
- Automation improves workflows.
- AI improves selected activities.
- Operating-model programmes redesign structures.
You can optimise every department and still deliver poor Service.
The Service Revolution Framework® focuses on the system connecting them. Its concern is simple: can your organisation consistently fulfil the promises it makes, end-to-end?
The customer does not experience your organisational chart.
Proof, not theory
Built in organisations where Service had to work.
Case study · Securicor Datatrak
Every function was working. Nobody owned Service end-to-end.
Each part of the business was doing its job. The customer experienced the gaps between them.
The transformation that followed produced significant improvements in revenue, productivity and profitability.
Johann Diaz, Founder & Chief Strategy Officer, Service Revolution Academy
Where is your Service Model breaking down?
Identify the gaps in your organisation’s Service capability and see which areas are most likely to be affecting Revenue, Cost, Risk and Innovation.
ServiceGap assessment · around 10 minutes · personalised benchmark report
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