Designing the Service Organisation of Tomorrow: AI in Service Operations

Marie-France emphasized that AI is not just a technological evolution but a critical enabler of sustainability. Key points:

• Remote interventions reduce unnecessary dispatches, directly lowering carbon emissions from travel (vans, trucks, flights).
• Sustainability must move from ESG reporting to *operational reality*, embedded in how services are designed and delivered.
• AI allows companies to *redesign* service models rather than merely optimize existing ones.