- The pandemic in a broad aspect didn’t kill the servitization but in contrast created more service demands and accelerated the servitization transition
- Service is moving from front line service to more remote service, remote service might not be as good as onsite service, but much quicker, less cost. And customer is less reluctant to share the data at post covid phase
- CS is not necessary lead to customer loyalty, we shall focus more on CX that coheres to customer success, understands customer value and co-create with customer, and commercialize it
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