The future of professional services

Current developments urge the need for new perspectives on the role and value of professional services. These developments offer service providers opportunities to reposition from just delivering services to being meaningful in the lives of those they serve. What is needed to seize the opportunities?

During his keynote, Björn provides his audience with new perspectives about service industries' opportunities and challenges from change management and a human-centered perspective.

Themes discussed during the presentation

1. The changing world of services

Complexity increases for customers to make the right financial and risk-related decisions. Illustrated with developments in The Netherlands

2. Impact of the changing context from a customer perspective

Insight into behavioral economics makes the audience understand how customers need meaningful support in decision-making.

3. Call to action: Prepare professional service providers to fill the gap

Insights from our annual research among insurance advisors and customers show the opportunity between current standard practices and the need to deliver meaningful support in financial and risk-related decision-making.

4. A new perspective: Being meaningful in customers’ natural environment

Understanding the need to change from delivering services towards collaborating in the ecosystems of customers. How to capitalize on knowledge, experience, and networks to make a meaningful difference for customers

5. From delivering services to serving customers: complex change

Insight into different change management situations makes the audience understand the complexity of changing to be meaningful within the customers' ecosystems.

6. Getting started: learning from the future as it emerges

Introducing the Make Change Happen strategy to deal with complex change, richly illustrated with experiences and cases.

Takeaways for the audience

• A different perspective on the role of services in our society

• Insight into opportunities for new, non-traditional business models

• Understanding the complexity of change to become meaningful

• First steps to getting started

Get in touch for an offer to engage and inspire your audience towards a meaningful future!