To scale digital service excellence, companies must aim for efficiency, speed, and superior customer experiences. Three key objectives include raising aspirations by focusing on critical processes that deliver substantial improvements, expanding the toolkit with automation, AI, and analytics to transform workflows, and ensuring measurable impact by reinvesting capacity gains. The Fourth Industrial Revolution's advancements in productivity and agility offer significant opportunities, but many organizations struggle to scale these gains across the enterprise without strategic focus on digital integration.

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