Service Science and the Impending AI Revolution | Jim Spohrer

Picture two cafes that serve precisely the same coffee. The first cafe has friendly baristas, comfortable seating, free WIFI, and great music. In the second cafe, the employees are bored, the music is bad, and the WIFI is slow. Most of us would choose the first one. This is because our experience of a product goes far beyond the product itself - it's closely linked to the services that deliver it and how companies and customers co-create the value of that service. These are a few of the f...