July 11th 2015

Frontiers in Service Conference 2015, San Jose

Twitter: @werkunz

- 2 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

Welcome to the paradise of the collaborative economy.

•  Collaborators everywhere •  No difference between

employee and customer •  We all contribute and

receive value

- 3 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

The traditional service industries are challenged

In a collaborative economy

Ø  Service companies are becoming big data analytics companies

Ø  Demand for professional service managers is going down

Ø  We lose the direct contact to the frontline

Ø  Security risks may rise

- 4 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

Some predictions for the near future.

If the average joe can really offer my service, my service business is sentences to death

- 5 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

Some predictions for the near future.

The glorified view on the collaborative economy will vanish. The customer experience will change.

•  The collaborative economy will change consumer‘s expectation about the service.

- 6 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

Some predictions for the near future.

The collaborative economy will change consumer‘s expectation about the service industry

- 7 - Frontiers in Service Conference 2015, San Jose Werner Kunz – UMass Boston – July 2015 - @werkunz

Thank you for the attention