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Global Services Thought Leadership

Deloitte Service Operations practitioners work with service organizations to improve profitability and productivity. We simplify processes, align technology and reduce operating costs to focus on how services are delivered to drive value for the customer and your organization.

Customers expect quality and value in return for their business, but meeting these expectations can be more complex for organizations that provide services rather than physical products. Deloitte Service Operations practitioners work with service organizations (banks, insurers, public sector, health care and in retail) to improve profitability and productivity. We simplify processes, align technology and reduce operating costs to focus on how services are delivered to drive value for your customers and your organization.

Automate this: The business leader’s guide to robotic process automation and intelligent automation

As the nature of work has changed, so too have the methods of automation. Robotic process and intelligent automation tools can help businesses improve the effectiveness of services faster and at a lower cost than current methods, but with important limitations.

Cognitive technologies: Applying machine intelligence to traditional business problems

Futuristic artificial-intelligence scenarios may make for compelling reading. But heavy investment in startup companies that are developing or applying cognitive technologies suggests that established industries may find the biggest near-term opportunities in applying these technologies to traditional business issues.

Insurance Disrupted: General insurance in a connected world

The digital revolution is felt to be a threat by many in the insurance industry, especially following the increase of innovative new entrants and the rapid rise of comparison websites. Insurance disrupted focuses on nine applications of digital technology that could have the greatest potential to disrupt general insurance over the next ten years.

Keeping Promises - Putting customers at the heart of retail financial services

This paper addresses the growth and profitability challenge, redefine differentiation, look at how service differentiated strategies can succeed or fail, and outline the benefits of a selective approach. It also offers seven disciplines which explain how financial services organisations can deliver on the customer promise and create the right environment for profitable growth.

Mobile Banking on Smartphones: Review of Russian banks’ mobile applications

"The rapid development of mobile devices and increasing financial awareness of the population have significantly boosted the activities of banks in terms of developing cutting-edge service channels for retail customers."

Public sector, disrupted: How disruptive innovation can help government achieve more for less

Governments around the world need to “do more with less” in the face of deep austerity measures. Disruptive innovation can help governments reduce costs while maintaining or even improving services.

Connected health - How digital technology is transforming health and social care

With more than 100,000 health apps, rapid growth in wearables and 70 per cent of the UK population now owning a smartphone, digital technology looks set to revolutionize the future of health and social care.

The journey to government’s digital transformation

"Government bodies seeking to make the transformation to digital are often hampered by cultures, processes, and skill sets that are out of step with a technologically advanced, citizen-centric era. How can they overcome these barriers?"

Retail Showcase: Staying ahead of the curve

What are the key forces driving change in the retail sector? Where does the opportunity with the consumer lie? In our Retail Showcase, we share with you our vision of what it takes to win in retail today.

Health care consumer engagement

"The health care industry continues to invest in the development of online information resources, mobile applications, and personal health devices. These tools are designed to increase ""consumer engagement"" — to help individuals take action to improve their health, make informed decisions, and engage effectively and efficiently with the health care system."

What got you here won’t get you there: Evolving the merchandising function in today’s battle for share

Technology has rewritten what consumers demand, what retailers are capable of, and how retailers compete with one another. Assortment as a concept is no longer tightly bound to physical inventory. A customer relationship can be just as strong over a thousand miles as it used to be over a few city blocks.

Healthcare and Life Sciences Predictions 2020 - Taxing times ahead

Tax is a hot topic right now for big business and will have major repercussions for the healthcare and life sciences industry. This paper looks at Deloitte’s original flagship report, ‘Healthcare and life sciences predictions 2020: A bold future’, published in November 2014, and explores what these predictions will mean for tax. It also forms its own tax prediction to illustrate what the future of Tax could look like for the industry in 2020.

Global Powers of Retailing 2016: Navigating the new digital divide

This year's report focuses on the theme of "navigating the new digital divide," and considers the impact technology is having on in-store shopping and retail industry business strategies.

Blockchain - Enigma. Paradox. Opportunity

This is the realm of the blockchain – a protocol for exchanging value over the internet without an intermediary – and there is a growing buzz about how it might transform not just banking but many other industry sectors, too. But who can benefit from this technology? What are the key blockchain applications and how will they work? How do organizations create value from them? In the report, we take a close look at the blockchain and tackle these questions.

What makes customers tick? Understanding customer behavior in retail general insurance

To understand customer behaviour better, Deloitte commissioned an online survey of more than 2,800 motor, buildings and contents insurance customers. The report identifies five key customer behaviours, explores why these behaviours are seemingly ‘irrational’ and outlines why customers adopt them.