The services industry comprises siloed businesses (large and small) that never talk to one another — with a customer managing their “life” across many of them. Today, people have to maintain their lifestyle across many heterogeneous services with various inconsistent communication and management tools. Today, customers call and check emails less than before, with only a tiny percentage of businesses investing and utilizing notifications and texting for consumer attention and retention — while more than 30% don’t even have a website. The profit margins are already so tight that only those who “make it” can afford to borrow tech from Silicon Valley or the manufacturing industry to “modernize” themselves.
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