Wolter Smit was TOPdesk’s first software developer and is the founder and CEO of the company. TOPdesk’s core business is enabling services in organizations worldwide, Wolter keeps an eye out for the evolution of service organizations and what they need to be successful — now and in the future. What problems or opportunities do he and his team of experts spot? How do their views compare to predictions of renowned analysts and knowledge partners? What does the future for service organizations (including his own) look like, and how fast is that future approaching.

2. #SEE18
Organize services
The Future of Service
Organizations
Wolter Smit
CEO/Co-Founder TOPdesk

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Important Trends
1. Rise of the Business Consumer
2. Technology Push
3. Your Vendor Landscape

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Rise of the Business Consumer

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Consumer Expectations
in a Business World

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Product
Delivery

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Product
Delivery
Service
Delivery

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Product
Delivery
Service
Delivery
Value
Delivery

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Service Design
Thinking
• Put the customer at the heart of
everything you do
• Sit alongside your customer
• Holistic

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Breaking Down Silos
• Facilities
• IT
• HR
• Finance

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Take Aways
• Put your customer at the heart of everything you do
• Use Service Design Thinking to improve customer value
• Aim for a seamless experience

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Technology Push

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AI
Machine Learning
Internet-of-Things
Quantum
Computing
Self-Driving
Cars
Chat Bots
Virtual Reality
Conversational
User Interfaces
Drones
3D-Printing
Blockchain
Virtual
Assistants
Augmented Reality

16. 20 Years
Technology Adoption in the US
3 Years

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AI
Machine Learning
Internet-of-Things
Quantum
Computing
Self-Driving
Cars
Chat Bots
Virtual Reality
Conversational
User Interfaces
Drones
3D-Printing
Blockchain
Virtual
Assistants
Augmented Reality

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AI and the Service Desk
• Faster Registration
• Predictive Analytics
• Assisted Call Resolution

21. Data
• Knowledge Centered Services
• Do you have enough data?
• Are you willing to share?

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Take Aways
• AI will augment your service desk
• How repetitive is the work you do?
• Adopt KCS for knowledge base growth

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Your Vendor Landscape

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Service Integration and Management (UK)
Multi-Sourcing Services Integration (US)
SIAM/MSI

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SIAM/MSI
An approach to managing multiple suppliers of services
and integrating them to provide a single business-
facing service organization. It aims at seamlessly
integrating interdependent services from various internal
and external service providers into end-to-end services in
order to meet business requirements.

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27. Service Level
Agreement

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Vendor or Partner?

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or
Experience Level
Agreement?
Service Level
Agreement?

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Radical Transparency

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Companies with engaged
employees have a 81% higher
Customer Satisfaction Rate
Forrester

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Radically Transparent
• Shared Ticketing
• Shared Customer Satisfaction Reports
• Shared Employee Satisfaction Reports
• Federated Knowledge Base

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Empower the
ecosystem
Strategic Partners

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Take Aways
• Seamless Integration is key
• Demand radical transparency of your partners
• Build your partner Eco-System