The services sector has come to dominate the global economy, yet innovation in that sector has accelerated only in the past decade. In this interview, McKinsey director Travis Fagan tells McKinsey’s Simon London how customers empowered by digitization are driving changes in service delivery, why that matters, and how service expertise can provide a competitive edge. An edited transcript of Fagan’s remarks follows.
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To read the original article: Understanding the services revolution | McKinsey & Company
