Consumer Technology Readiness and Transformative Service at the Frontiers in Service Conference

Charles Colby and Hilary Ross Rojas recently presented at the Frontiers in Service Conference.

Charles presented on his latest research on consumer technology readiness and how consumers view cutting edge service innovations.  In the study, consumers evaluated innovations across five sectors (travel, grocery retailing, banking, healthcare and education) on how beneficial, innovative, comfortable and secure they were, and explained how various intuitive “System 1” and more rational “System 2” beliefs influenced acceptance of innovations.  Below are slides from his presentation.



Hilary presented on the power of providing transformative service, using case studies from Rockbridge’s work with financial and educational services clients. Transformative service is that which enhances customer well-being, which organizations increasingly realize is critical to their success.  Below are slides from her presentation.