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Editorial Rating

7

Qualities

  • Overview
  • Visionary

Recommendation

Transportation, telecommunications, energy, finance – no matter the industry, no matter the sort of service-related problem, digitization is probably the answer. You witnessed the Industry 4.0 revolution. Now get ready for the rise of the bionic company: a seamless melding of human specialists and robots, analytics, blockchain and artificial intelligence (AI). This new revolution will yield hyper-personalized products and services provided by “dispersed, minimalist workforces.” In this special report, the Boston Consulting Group explains how your company can prepare for the future of service. 

Take-Aways

  • Traditional service providers are joining digitally native companies in the quest to offer digital service options.
  • By offering an array of digitally-enabled “microservices,” companies can provide flexible, ultra-personalized customer experiences.
  • IT environments will become more cohesive.

About the Authors

Olaf Rehse is managing director & senior partner in the Boston Consulting Group's Melbourne office, Stefan Hoffmann is director & partner in the Cologne office, Delf Schumann is associate director in Düsseldorf and Shruti Gangwal is a principal in the Sydney office.