A Maturity Model for Data-Driven Service Innovation

Abstract

One application of AI in the context of entrepreneurship is in Data-Driven Service Innovation (DDSI) processes. However, it is not yet clear how organisations utilise data-driven technologies in general and AI in particular to enhance their service innovation processes. Therefore, this study was conducted to investigate capabilities needed to implement a DDSI process successfully. We identified three maturity levels and propose a DDSI Maturity Model. The first two maturity levels, which involve the use of data-driven technologies to trigger the service innovation process and to develop services, respectively, can be found in practice. The third level represents the next step that examines how a DDSI process can support the generation of high-potential service innovations such as data-driven business models supported by Artificial Intelligence. On each maturity level, we defined the required data-driven innovation capabilities. We found that the three maturity levels require different capabilities for their successful implementation.