The Future of Commerce Podcast

Connecting disconnected people and processes: The reinvention of enterprise service

Episode Summary

Enterprise service isn’t what it used to be—and that’s a good thing. In this episode, we explore how forward-looking businesses are reinventing enterprise service management by breaking down silos, integrating disconnected systems, and delivering outcome-based customer experiences. From predictive maintenance to AI-powered agent workspaces, we take a deep dive into what it really means to optimize service in the age of connected intelligence.

Episode Notes

Enterprise service is undergoing a radical reinvention—and not just in terms of technology. In this episode, inspired by the article Connecting disconnected people and processes: The reinvention of enterprise service, we dive into the transformation of enterprise service management from reactive fixes to predictive, connected, and value-driven strategies.

You’ll hear how businesses are moving away from isolated service models toward deeply integrated ecosystems that connect people, processes, data, and assets. Whether it’s outcome-based contracts, immersive omnichannel support, or intelligent field service, this isn’t just about doing service better—it’s about redefining what service means.

What You’ll Learn in This Episode:

1. The Real Cost of Disconnected Systems

• How silos between departments, systems, and even physical assets create risk and inefficiency
• Why a lack of unified data leads to poor customer experiences and underused insights

2. From Products to Outcomes: Reinventing Service Models

• The shift toward products-as-a-service (e.g. selling “thrust hours” instead of engines)
• Why companies are building revenue models around asset performance, not asset ownership

3. Immersive, Frictionless Customer Experiences

• The need for seamless, cross-channel support—from chat to self-service to in-field technicians
• How AI and unified workspaces help agents deliver faster, smarter resolutions

4. Precision and Proactivity in the Field

• Using AI and scheduling tools to get the right people and parts in the right place at the right time
• Empowering field service workers with mobile intelligence and automated safety protocols

5. Revolutionizing Equipment Performance with IoT + AI

• Embedding sensors into machines to predict failures before they occur
• The rise of data-driven maintenance models that reduce downtime and extend asset life

6. The Power of End-to-End Connectivity

• Why surface-level apps and fragmented systems don’t cut it anymore
• The business case for a single management framework—“one system to rule them all”

Key Takeaways:

• Enterprise service management is shifting from reactive problem-solving to proactive value creation.
• A shared digital thread connects every touchpoint—from design and delivery to support and upgrades.
• Composable, AI-powered systems are unlocking new business models, like outcome-based contracts and usage-based billing.
• Optimized service efficacy means not just doing more, but doing what actually moves the needle.
• SAP and other innovators are enabling businesses to move from isolated fixes to intelligent networks.

Subscribe to our podcast for more deep dives into the reinvention of business models and service delivery. Visit The Future of Commerce for expert insights into how enterprise technology is transforming customer experiences. Share this episode with leaders in IT, operations, or service delivery looking to elevate enterprise performance.