Question 1
There is usually a positive side and a negative side to each new technological improvement. Select a
technology you use every day and consider its benefits and risks. What benefits does the technology
provide? Are there any risks involved and, if so, how can they be minimized? If you chose not to use this
technology because of the possible risks associated with it, how would your life be affected? Who should
determine if the benefits of a new technology outweigh the potential risks? Consumers? The government?
Answers
Answer:
Technology is about to change how services are managed, how end-users interact with service providers, and how service employees interact with end-users and managers. But what are the opportunities and risks associated with using technology to improve service experiences? Discover our research findings below.
Our latest research, conducted with the Copenhagen Institute for Future Studies (CIFS), including a survey of more than 1400 Facility Management experts and service professionals showed that information and communication technologies (ICT) will have profound impact on the future of service management and the way we interact with end-users.These technologies will come together to produce new systems that will blend existing social structures and current commercial activities to create something entirely new.
Facility and service managers will have to carefully consider how and when to apply technology to add value to the user experience. If done incorrectly, service providers risk commoditizing their service delivery or worse.