2025 Year in Review – Shaping the Next Era of Service скачать в хорошем качестве

2025 Year in Review – Shaping the Next Era of Service

AI adoption is accelerating, but production success is uneven. Demand is shifting beyond traditional support channels and many teams are being asked to explain their value using measures that no longer reflect the true scope of their contributions. Matt Seaman shares industry signals emerging from a year of conversations with service leaders, practitioners, and Member companies across the Consortium for Service Innovation community. He connects what teams are experiencing on the ground to larger patterns shaping the future of service. --what’s being observed across the industry: where expectations, reality, and organizational readiness are misaligned. --how engagement across communities and events is surfacing consistent themes around AI use, leadership pressure, and changing demand. --what leaders are learning about AI in practice: why experimentation isn’t the problem, where production efforts struggle, and what readiness really requires. --how shifting demand changes the role of support, why “shift left” isn’t a blanket strategy, and where human expertise still matters most. --what these signals mean for roles, skills, leadership, and the narratives service organizations will need going forward. For leaders and practitioners who want to move beyond hype and understand what’s actually changing in service and support.