ISO Trend Report 2022 – The rise of service excellence
This report is the output of the first phase of the Standardization Foresight Framework on environmental scanning. It is designed to support the ISO community in navigating global trends as they work towards achieving the goals and priorities of the ISO Strategy 2030.
ISO Standardization Foresight Framework Trend Report 2022
One trend within the field of society is related to consumption and contains the following three sub-trends: experience economy, sustainable production, and customized products. These trends are affecting how companies think about value creation today – it is no longer just about the final product, but about the inputs that went into it along the whole value chain, how that product is produced, and how unique it is (tailored to a specific customer’s needs). Indeed, it may no longer be about a product at all, as consumers move away from wanting ‘things’ to wanting experiences that bring them personal growth and more than material satisfaction. More information on these trends is given on the following website: https://lnkd.in/emcpvZrz.
What does that mean for #standardization?
The growing importance of #services will lead to a need for more service standards and greater engagement with the service sector. Now, the Technical Committee ISO/TC 312 “Excellence in Service” supports the further development of service standards in the field of service excellence and outstanding customer experience and, therefore, these trends through its work. For example, ISO/TS 24082 specifies principles and activities for designing excellent service that achieve outstanding customer experience.
#serviceexcellence #iso23592 #isotc312 #experience #customerexperience