Service
INNOVATION
Global Service Trends Services sector's share of GDP
79%
79.7%
63.6%
46%
17.9% Worldwide
USA
The service sector accounts about 63.6% of the world's GDP
The United States of America's GDP accounts a large portion to its service sector at 79.7%
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Greece Greece's GDP accounting the lowest amount to its service sector at 17.9%
UK Britain's services sector's share of the economy has risen from 46% to 79%
Dubai Service Trends The services sector is the largest in Dubai’s economy
37.2%
33%
The services sector’s share of
Share of Dubai’s workforce that
total GDP in H1 2014
are employed in services sector
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Dubai Service sectors Sectors within Dubai’s services sector (in % of Dubai’s GDP)
#1 Transport
#3 Hospitality www.tpidubai.com
#2 14.8%
14%
5.5%
2.9%
Real Estate And Business Services
#4 Personal And Social Services
Hospitality
is the fastest growing sector IT’S ANNUAL GROWTH IS
15%
OVER THE LAST 3 YEARS
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UAE’s & Dubai’s services sector growth outlook is positive
70% of the UAE’s population
within the 20-39 year age bracket are working in services sector
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GDP per capita is rising
Investment in R&D in EU In 2014, R&D expenditure ranged from 0.38  % to 3.17  % of GDP across the EU. Top EU countries that spend on R&D the most: Finland
3.17%
Sweden
3.16%
Denmark
3.08%
Austria
2.99%
Germany
2.84%
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R&D intensity in the EU in 2014
Finland and Sweden not only share a pattern of high expenditure, they also have
The Most Ambitious National Targets
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Innovation in Government Sector in eu With a more modest investment in innovation 12 % (EUR 33.9 billion), THE GOVERNMENT SECTOR plays an important role, especially in terms of
long-term stability of R&D expenditure
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UAE Investment in innovation Current annual investment in innovation in UAE according to WAM
AED 14 billion of which
AED 7 billion goes to research and development, but spending will rise significantly in the years to come
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Strategic Innovation in UAE
AED 4.1 billion
was launched in February 2015 by H.H Sheikh Mansour Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Presidential Affairs to make innovation the driving force in schools and universities
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Top Trends in Customer Service Innovation Technology & Data
The 360 degree view
Data is critical in
Technology enables you to access
has given way to high-
every interaction
data where it is stored- without
definition customer service
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migration and in real time
Top Trends in Customer Service Innovation Real First-Contact Resolution
Silos are falling
Real first-contact resolution is rising
Businesses can now deploy dynamic case management capabilities beneath their existing contact centre desktops to finally deliver on the promise of true first-contact resolution www.tpidubai.com
Top Trends in Customer Service Innovation Social and Mobile
Social and Mobile need to be a part of a customer engagement hub
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Social applications and smart mobile devices have fuelled staggering innovation
Next-Best-Action capabilities help to improve Service and Sales and enable organisations to focus on their ultimate goal - building customer lifetime value.
Top Trends in Customer Service Innovation Get Proactive
It's time to get Proactive Now you can use your rich store of data to detect patterns of customer needs and behaviours and proactively intervene with a service action.
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Strategic Innovation in UAE The National Innovation Strategy will focus on fostering innovation in seven main sectors
Renewable and Transportation Clean Energy
Technology
Education
Health
Water
Space
The goal is to make the UAE ONE OF THE MOST INNOVATIVE NATIONS IN THE WORLD within
7 years Ref: Prime Minister’s Office at the UAE Ministry of Cabinet Affairs 2015
30 3
GOVERNMENTAL INITIATIVES within
YEARS
FOSTERING INNOVATIONS IN: New Legislation
Innovation Incubators Ref: Prime Minister’s Office at the UAE Ministry of Cabinet Affairs 2015
Specialized Skills
Private-Sector Incentives
International Research Partnerships
Innovation Drive within Government
Strategic Innovation targets Top 20
#35
Move the UAE’s rank to top 20 countries in the Global Innovation Index up from rank 35 in 2013
Ref: Prime Minister’s Office at the UAE Ministry of Cabinet Affairs 2015
1.5%
0.5%
Increase R&D expenditure from 0.5% to 1.5% of GDP in the future
5%
3.5%
Achieve Non-Oil Real GDP Growth of 5% up from 3.5% by focusing on a knowledge basis population.
Innovation ROI Return on Investment metrics address two measures: Resource Investments And Financial Returns.
ROI metrics give innovation management fiscal discipline and help justify and recognize the value of strategic initiatives, programs and the overall investment in innovation.
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Organizational capability metrics focus on the infrastructure and process of innovation. Capability measures provide focus for initiatives geared toward building repeatable and sustainable approaches to invention and reinvention.
Most companies that do have a measuring system focus on levels of investment in R&D, processes to support Innovation, and results.
Interested in becoming the first ClnOrgÂŽ in your industry ?
Need help in self-assessment, identifying gaps, and getting ready for third-party assessment?
Would you like to obtain GII Innovation Professional certifications for your directors, managers, and staff?
GII Global Authorized Innovation Provider (AInP) – Team Power International will be always ready to support you
innovation@tpidubai.com
+971 4 2941288
P.O. Box 34970 Dubai,
+971 50 8808015
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United Arab Emirates
20
References • http://www.uaeinnovates.gov.ae/docs/default-source/pdfs/national-innovation-strategyen.pdf?sfvrsn=2 • http://www.mckinsey.com/insights/operations/service_innovation_in_a_digital_world • http://www.emiratesnbd.com/plugins/ResearchDocsManagement/Documents/Research/Emirates %20NBD%20Research%20%20Dubai's%20Services%20Sector%20Overview%2018%20March%2020 15.pdf • http://www.arabianbusiness.com/uae-launches-plan-be-among-most-innovative-nations-in-worldwithin-7yrs-568451.html#.VZJdMvmqpBd • http://tmdcorp.com/innovation-uae-nations-strides-towards-greatness-tomorrows-landscape/ • http://www.slideshare.net/pegasystems/customer-service-theres-got-to-be-a-better-way • http://wakeupandsmelltheinnovation.com/blog/measuring-roi-from-innovation-what-you-need-toknow/#.VZJyWPmqpBc • http://ec.europa.eu/eurostat/statistics-explained/index.php/Europe_2020_indicators__research_and_development
• http://wwww.innovationpoint.com/innovationmetrics.htm www.tpidubai.com