The big leading question for many businesses today is how to implement the learnings from the COVID-19-crisis in their culture and operations. Given the dramatic changes we have seen in the fields of employee relations, customer relations and even carbon footprint, it would be a hugely missed opportunity not to seize the momentum and the learnings.

The future of professional services is meaningful, human-centered, and digital. However, there is a difference between the value customers experience and what service providers claim to deliver. In this article, we open the discussion to two fundamental questions. First, we ask why service providers are still struggling to serve their customers meaningful. Second, we elaborate on the resulting change leadership challenge.