Article | June 22, 2021

A Resilient Services Framework, Part 3 - Future Considerations

By Eric Lomascolo, Senior VP Technology and Product Management

Future Technology

Earlier in our series, we talked about what a resilient service network looks like and how to ensure predictable, positive outcomes throughout the network at all times. To close this blog series, I’d like to take a look into the future; what do we need to be thinking about and working on to ensure we can provide resilient, quality service delivery in 2021 and beyond?

Here are some of the key trends and issues we’ll have our eyes on:

  • The remote or the hybrid workplace model. Understanding the new world that employees live and work in, and how to support them at work and at home. Obviously, the COVID-19 pandemic ushered in a new era of remote working and strained work-life balance for people everywhere. How do we simultaneously meet their needs, keep corporate cultures strong and maintain/advance customer service?
  • Evolving end-user expectations. Talking with customers to understand their evolving expectations for service, and then developing solutions to meet or exceed those expectations. One such expectation we’re hearing more and more often at Source is that end-users are asking to pay for their technology and service by uptime, not SLAs or more traditional metrics. How do we adjust to keep customers happy and adapt our internal service systems and processes accordingly?

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