Hi Luis
Thanks for your thoughtful provocation to consider the future of ‘services’. The scenario you paint for transactions is entirely plausible — indeed has been and continues to unfold at an exponential pace. The contribution of CX, UX and Service Design has been significant for organisations seeking to streamline their business models. Those same disciplines, however, are only just beginning to help frame the outcomes and impacts of transactional enhancements on the experience of providers (staff of organisations) and customers (the beneficiaries of organisational promise). No matter how efficient and effective organisational systems and processes become, if organisational promise is not delivered and appreciated by the experience of customers, organisations will have failed spectacularly in fulfilment of their ‘mission’.
In summary, the future is bright for CX, UX and Service Design, if only those disciplines attend to the customer experience and organisational outcome as well as the more transactional aspects of delivery.
