Embracing The On-Demand Service Economy Revolution

Customer satisfaction has always been an important KPI for businesses. As technology transforms the ways customers engage with businesses today, customers expect service delivery in real time, putting immense pressure on businesses to meet these expectations in maintaining and improving customer satisfaction.

The on-demand nature of our current economy is visible everywhere. If you are at work and want lunch but do not feel like stepping outside, dozens of services -- from Favor to Postmates -- are available to bring that sandwich right to you. If you need to get across town for a meeting, pull up an Uber -- it will probably be there in three minutes or so, and you will know, in advance, what the driver looks like, what the car looks like, and the license plate number. Get home after a long day at the office and want some entertainment? You can stream seemingly anything with Netflix, Amazon Prime, or on- demand options from various cable companies.

The old picket line chant -- “What do we want? (Something) When do we want it? Now!” -- has become the mantra for the entire first-world economy.