Technology enables new and better services Innovative technologies such as artificial intelligence and machine learning, data analytics, robotics process automation are making their way into the professional services industry, both as enablers of operational efficiency and as an integral part of new service offerings.
THE UNITED NATIONS SUSTAINABLE DEVELOPMENT GOALS After years of protracted negotiations, on 1 January 2016, the 17 SDGs of the 2030 Agenda for Sustainable Development came into force (United Nations, 2016). The public sector, specifically, the Governments play a key role in implementing the SDGs through their development policies, plans and programmes.
In today's complex environment, both private and public organizations are faced with unprecedented challenges of environmental complexity, fast technological changes, budgetary pressures and evolving demand of customers and citizens. Creating value for relevant stakeholders and society demands more than investing in technology.
DISRUPTIVE TRENDS 1. Technology reshapes the value chain and customer journey Technology is used to enhance customer experience inside stores, through Virtual Reality/Augmented Reality, Digital and Interactive Displays, Dressing Room Technology, in store chat bots and the use of QR Codes on product labels.