The Service Maturity Trap: Why Fixing Your Tech is a Mistake

Speaker: Gerardo Pelayo, Ph.D., VP of Research and Advisory, Service Council

 Key Takeaways:

In this session, Gerardo Pelayo, Ph.D., VP of Research and Advisory at Service Council, explains the “service maturity trap” and how organizations can avoid it.

• A great customer experience is impossible without a great employee experience.
• Many companies underinvest in listening to their frontline teams.
• Technology adoption fails without motivation and process clarity.
• Customers want personalization, but only when it feels natural.
• Inefficient supply chains lead to technician “hoarding” and waste.
• Employees need both trust and agency to develop and enhance leadership skills.
• FSM software should support the technician journey, not just dispatch tasks.

The Service Experience Paradox

In the service world, customer experience is a big focus. Yet, as Gerardo Pelayo explained in his session, there’s a hidden paradox: you can’t provide a great customer experience without first providing a great employee experience. When service providers feel unsupported, underappreciated, or disconnected, the customer will likely feel the same way.

This gap results in what Pelayo refers to as the “service maturity trap.” Companies that fail to adapt to changing expectations—both for customers and employees—quickly fall behind.

Organizations that focus on enhancing the employee experience find that the ripple effects extend from customer satisfaction to long-term growth. Creating an employee experience strategy is no longer a choice; it’s a necessity for long-term success.

Most companies are at an early stage of employee experience maturity. Companies invest substantial sums of time and money in mapping the customer journey, yet they often fail to listen to their front-line teams. These are the individuals who provide the service daily, and their motivations, frustrations, and goals are not well comprehended.

Pelayo pointed out that organizations will never achieve service maturity until they start paying as much attention to employees as they do to customers.

Employee experience can be enhanced in a million different ways, yet it begins with listening. Companies that invest in employee experience not only increase morale but also drive productivity and customer loyalty.

Rethinking Technology Adoption Beyond Simple Metrics

Adoption is not merely a question of whether a tool is technically in use; it is also a question of whether it is effectively utilized. It is whether it is being utilized as intended. Pelayo clarified that a lack of motivation and an unclear process are the two factors that typically lead to failed adoption. Unless employees understand the reason for gathering data, they will resist. And with increased complexity, clarity tends to fade, even among the most motivated employees.

He indicated that the value of technology is not only in the tool itself, but also in the quality of its adoption.

Too often, businesses overlook the role of technology in improving employee experience. The right technology to improve employee experience must be intuitive, clear, and empowering—giving employees the confidence and motivation to embrace it fully.

Personalization Without Being “Creepy”

Personalization is what customers demand nowadays, and it has its own paradox. Individuals prefer experiences that are customized to their needs, but they dislike it when personalization is intrusive or manipulative. Pelayo clarified that the answer is not to eliminate self-service or automation. Instead, businesses should have smart triage to determine which customers are interested in a personalized, human-centred experience and which ones are interested in speed and autonomy.

This balancing act makes customers feel that they are heard without making them feel like they are being spied on.

Just as personalization enhances the customer journey, using AI to improve employee experience can create similar results internally. AI-powered systems that support employees, make work easier, reduce stress, and create more authentic engagement.

The Supply Chain and the “Hoarding” Problem

Another area that Pelayo focused on was inefficiencies in service supply chains. Far too frequently, parts are handled in isolation; new parts, repairs, refurbished parts, and remanufactured parts are treated differently. This invisibility creates an issue that he termed ‘hoarding’.

Technicians, unsure whether the correct part will be in stock, tend to order several alternatives for the same job to be on the safe side. Although this is understandable, this shotgun approach is wasteful, increases costs, and slows down the service process.

A smarter supply chain not only saves money but also enhances employee experience. When frontline teams are confident that the resources they need will be provided, their work will be easier, less stressful, and more productive. This is one of the most practical ways to improve employee experience while simultaneously reducing operational waste.

Finding the Balance Between Trust and Agency

Another important lesson that Pelayo taught was the balance between trust and agency. Although employees should be empowered with support, tools, and expert advice, excessive dependence on external systems may deprive employees of accountability.

He likened it to parenting: a child must be allowed to fall, and learn to get up. The same applies to service employees. Allowing them to resolve issues and experience the pride of a win builds confidence and leadership. Eliminating all obstacles may hinder growth and cause dependence.

This practice highlights the importance of thoughtful employee experience practices. By giving employees the trust and freedom to learn by doing, organizations foster resilience and independence while still enhancing the employee experience.

The FSM Software Consideration

Lastly, Pelayo highlighted the importance of technology in developing a more holistic service delivery approach. He argued that Field Service Management (FSM) software should not merely be a tool for job dispatching; it should also facilitate effective management of the field service team. Instead, it must be structured to support the whole technician process.

Properly implemented, FSM software can offer a unified view of the supply chain, enable smart triage to engage with customers individually, and even monitor the quality of technology adoption. Above all, it can provide frontline employees with a more powerful voice, equipping them with the resources they need to learn, develop, and take pride in their work.

One of the most direct and effective methods of closing the gap between corporate strategy and frontline execution is to invest in technology that enhances the employee experience. Modern FSM solutions that focus on usability and empowerment are not only improving employee experience but also reshaping what sustainable service excellence looks like.

Conclusion: Beyond the Service Maturity Trap

The “service maturity trap,” as Gerardo Pelayo termed it, refers to the danger of focusing excessively on customers or technology while neglecting employees. The session served as a reminder that great customer experiences often begin with great employee experiences. From supply chain visibility to smarter adoption strategies, the most mature organizations are those that listen to their frontline teams, empower them with the right tools, and give them the freedom to grow.

At Praxedo, we believe in this vision. Our FSM platform is not only designed to optimize operations but also to support people. By prioritizing employee experience strategies and providing technology, Organizations can build meaningful and sustainable service excellence that benefits both customers and employees.

FAQs:

1: What is the “service maturity trap”?

According to Gerardo Pelayo, the service maturity trap is a situation in which companies focus on customer experience while neglecting employee experience. Organizations that lack effective employee experience strategies risk being left behind, as frontline teams often feel unsupported.

2: Why does technology adoption often fail in service organizations?

Pelayo observed that adoption is unsuccessful when employees are not motivated or there is a lack of clarity in the process. The most effective tools will not work unless teams understand the reason for their use. The decision to utilize technology to improve employee experience makes systems more user-friendly, meaningful, and accepted by frontline employees.

3: How can companies balance personalization without making it feel invasive?

The session has highlighted that customers appreciate personalization but dislike it when it becomes intrusive or creepy. Smart triage assists in locating the appropriate balance. Similarly, using AI to improve employee experience, such as an AI-powered field service management software, means giving employees tools that feel supportive, not controlling, so they can serve customers with confidence.

4: What role does FSM software play in enhancing employee experience?

Pelayo says that FSM software should not just send tasks. The appropriate platform offers supply chain visibility, adoption support, and a voice to technicians. It can be a means of enhancing the employee experience when properly designed, providing new avenues for improvement and reinforcing service delivery.