Organizational structure

Skillsets and workforce

IT infrastructure

Customer engagement

New departments or teams focused on service design, remote support, and data analytics

New employees with expertise in data analysis, software development, service designetc.

New software systems, data analytics tools, and communication technologies to support their service offerings

New ways of customer engagement, e.g. subscription-based models or remote monitoring

Supply chain

Customers

Regulatory and legal challenges

The need for interoperability among different systems and aligning interests and incentives

Customers’ new needs and preferences, conflicts in setting priorities, and the need to manage various touchpoints

Data privacy, intellectual property, and contractual issues

Digital technology

Data

Business model

Issues related to connectivity, interoperability, data security, and scalability

The complexity of managing and integrating large volumes of data from various sources and leveraging analytics to drive service improvements and value creation

The need for rethinking existing business models and designing new business models and new pricing structures