Service robots, generative AI, and intelligent automation will disrupt virtually all service markets:
00:00:02 Welcome to master class on Strategy Implications of the Service Revolution.
00:00:45 Our economies are at an inflection point.
00:01:36 The Service Revolution has started.
00:02:48 What are the implications for service strategy?
00:03:20 What is Intelligent Automation?
00:06:07 Three dimension that determine whether a service can be automated.
00:06:21 Is the service intangible (e.g., can be done through an app) or tangible (we have to deal with physical things).
00:16:30 Is the core value provided cognitive/analytical or emotional/social?
00:20:51 What is the frequency and heterogeneity of the service provided?
00:24:14 The objective is to end-to-end automate service processes.
00:30:50 We will see a massive concentration of service markets.
00:36:19 Most service offerings will be highly productized.
00:37:31 Service will no longer be a differentiating factor for most firms.
00:39:26 Low cost, high quality mass markets will dominate; a small ‘hand-crafted’ luxury segment will remain.
00:48:44 Standards of living will increase, especially education and healthcare.
00:52:58 How to deal with threats of dehumanization, fairness and privacy?
00:58:48 Summary of strategic implications.

This video presents my predictions of which types of services will be affected by the service revolution and its implications for service strategy. Spoiler - many markets will go through a rapid consolidation and most providers will go out of business; personal touch becomes luxury; service productization will be key, and more.