Service-ology:

How the convergence of service and technology is creating a new breed of consumer

Perspectives

Dramatic shifts in economics, technology, and global consumer demand have had a major impact on manufacturing today. The convergence of forces has brought together aging Baby Boomers, self-focused Millennials, and advanced technology. The result is a new breed of manufacturing that combines a customer- centric approach with customization technology—something we call "service-ology." In this report, we'll examine this hybrid economy, look at how manufacturers are responding, and offer suggestions on how manufacturers can build deeper relationships with customers.

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