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Barbara A. Gutek and Theresa Welsh
THE BRAVE NEW SERVICE STRATEGY
Build stronger, smarter businesses by aligning customer experience, strategy, and structure into one powerful system.
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What's You Learn?
Technology transforms service delivery but human connection remains irreplaceable – THE BRAVE NEW SERVICE STRATEGY navigates digital service evolution.
This comprehensive service technology summary and key concepts outline:
2025 application: AI service agents make Gutek's human-technology balance framework more critical than ever.
Serve bravely with Click.Apply.Grow™: Audit service technology today. Identify dehumanizing touchpoints. Add personal elements. Companies balancing technology with humanity achieve 68% satisfaction gains.
Automate tasks. Humanize experiences.
This comprehensive service technology summary and key concepts outline:
- Encounter vs Relationship - Balance efficient transactions with meaningful human connections
- Technology Integration - Use automation to enhance, not replace, personal service
- Pseudo-Relationships - Create technological interactions that feel personally meaningful
- Service Recovery - Maintain human intervention options when technology fails
2025 application: AI service agents make Gutek's human-technology balance framework more critical than ever.
Serve bravely with Click.Apply.Grow™: Audit service technology today. Identify dehumanizing touchpoints. Add personal elements. Companies balancing technology with humanity achieve 68% satisfaction gains.
Automate tasks. Humanize experiences.
Strategies
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
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5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
5
Strategies—Don't Just Read;
Apply
Aim at the Smallest Viable Audience
Create a Compelling Story
Offer Generosity First
No items found.
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