From now on, your users determine the method of your services.
If your services are non-digital, don’t touch your customers, and don’t solve their problems this situation start to hurt you. Don’t take these big steps without completing your Service Design, especially if you’re planning a digital conversion. All your user experience and their data needs to be identified, explored, and ultimately projected around an idea. That’s when you reach a common service quality where your goals and strategies and infrastructure investments are shaped more efficiently and the efficiency can be traced.