Service Management as Key for Digital Business Transformation

Business models are becoming more service-oriented with products getting digitally servitized in apps and digital platforms. The service management function gains strategic importance in the overall digital transformation of a business. On the technological side AI, chatbots, digital assistants, VR/AR and new customer experiences are pillars of a digitalized service management function.

Service Management 4.0 Strategy Day covers strategic, management and technological aspects of digitalization in service management and offers a lot of space and time for networking in one-on-one and group meetings you can arrange yourself with our app.

Service Management 4.0 Strategy Day is suitable for executive dealing with service management and concepts in the fields o

  • Customer Service
  • Innovation
  • General Management
  • Operations & Processes
  • R&D
  • Data
  • Digital Engineering
  • Maintenance

An intensive program of lectures, use cases, workshops, scientific insights and networking covers the latest methods, trends and best practices in service management.

Interactive Networking Format

  • Inspiring talks (Cutting-edge business cases, strategies, technology, best management practices, analysis, methods)
  • Workshops
  • Networking meetings
  • Online archive and community

Topics

  • Servitization
  • How to develop, market and monetize new digital service models
  • Strategic realignment of service models
  • Service platforms in the cloud
  • Service-oriented forms of organization in the 4.0 world
  • Field services digitalization
  • Subscription models
  • Customer experience
  • Al and/or big data analytics in service management
  • Digital end-to-end service management
  • Process mining (PM)
  • Automated workflows
  • Robotic process automation (RPA)
  • Digital assistants and chatbots
  • Call center digitalization
  • SSC digitalization
  • Smart services
  • Remote services
  • Use of IoT in service concepts
  • Self service strategies
  • Smart maintenance
  • Spare parts management 4.0
  • Customer centricity in the 4.0 world
  • Augmented Reality (AR) / Virtual Reality (VR)

I had very intense and fruitful discussions with numerous interesting people. The discussions are very relevant for my daily business.

Jens Kaatze, Senior Vice President – Digital Transformation and Business Model Innovation, Business Unit Coatings, Adhesives and Specialties, Covestro Deutschland AG

Great setup and organisation enabled high level networking and an open-minded exchange. Exciting presentations showed new perspectives.

Axel Vogelbruch, Global Head of Digitalization (CDO), BYK-Chemie GmbH

Thank you very much for a really entertaining and very exciting day delivering ideas and inspirations on various levels.

Stefan Jörgens, Director R&D, Albrecht JUNG GmbH & Co.KG

Thank you very much for the invite. The quality of the conversations was very high – what a great networking platform!

Gregor Schrott, Vice President Digital Service Innovation, Bosch

Very meaningful event for know-how transfer, strategy definition and networking in an intimate, productive and easy-going environment. I received very good inputs for my digital strategy and defined new brilliant starting points. Looking forward to the next event.

Katharina Uribe Casillas, VP Global Business Development Automotive & Industrial, Kuehne + Nagel Management AG

Friederike Prassl, Head of Customer Service and Internal Projects, KAMPER

Digital Warranty Management in the Construction Industry

  • Digital platform for deficiency report and repair processes
  • Connecting customers, operators and owners
  • Managing data, documents and messages in one system

Hilke Althoff, Head of Client Services Germany/Austria, BNP Paribas

Digital Client Interaction and Digital Record Keeping for all Value Chain Participants

  • Service review as moment of truth – no email chains, more partnership
  • Value-ad of query tools
  • Superior communication via digital platform: Everything at a glance

Nicolas Pepping, UX Expert & Scrum Master, MHP/Porsche Digital Lab

Micro Services in Car Manufacturing (Volkswagen, Porsche)

  • Problem: Complexity exceeds cognitive skills
  • Solution: Micro services with easy-to-use UI devices
  • Volkswagen use case: Digital Production Platform (DPP)
  • Design system for quick development of new micro services when needed
  • Integrating and scaling throughout Volkswagen group
  • Use of agile methods for development of micro services

Tarkeshwar Rao, Head of After Sales, Pininfarina Automobil GmbH

The Increasing Importance of Digital Services for Car Manufacturers

Coen Jeukens, VP Global Customer Transformation, ServiceMax

Using Service and Asset Data to Power Digital Transformation Journeys Towards Growth and Profit

  • Service and asset data tells you how equipment performs in the context of its usage; alias is the equipment delivering value
  • How does this data influence decision making for asset owner, OEM and service provider?
  • The path to service excellence: How to drive and sustain transformation velocity across the entire organization, beyond service

Teemu Uusitalo, Director Service Concepts, Lindström Group

Service Digitalisation as Part of ERP Transformation

  • Developing your own solutions vs. customizing existing ones
  • Digitizing physical world services in order to sell, provision and allow self-service management online
  • Domain modeling as baseline for our digitalised offerings
  • Creating new digital add-on services that add real value
  • Challenges of current on-going global ERP integration

Willi Moor, Global Head of Customer Service, Döhler Group

Attitude or Skills – What Counts More in Service Management 4.0?

  • Experiences from 2 years of managing employees and customers virtually
  • It’s crucial to understand motivations, mindsets and environments of virtual interactions
  • The impact of the pandemic years on our attitude regarding to the 4.0 future

Markus Koch, Head Customer Proposition Management, smile.direct Insurances

From Product Management to a Lifestyle Service Experience

  • Creation and marketing of our Smile Lifestyle app
  • Value-adding propositions around core products for users and customers
  • Newly invented freemium business model

Robert Puchalla, Managing Director Business Development, arsmedium AG

Smart Web Content Funneling in Service Management - a Telco Use Case

  • Self-learning tool to reach optimal user steering in web-based service interactions
  • AI-based provisioning of content users are looking for even in complex context
  • Routing via tag recommendations

Javier Gutierrez Orozco, Business Owner – Capacity, Cegeka

Digitalising Services with IoT, Cloud and Appification

  • Smart parking and EV charging orchestrated in one App
  • Ecosystem for commercial and business environemnts
  • Creation, rollout and experiences so far

TimeActivity
08:30Start Registration
09:00Opening by the chairman
09:15Digital Client Interaction and Digital Record Keeping for all Value Chain Participants
  • Service review as moment of truth – no email chains, more partnership
  • Value-ad of query tools
  • Superior communication via digital platform: Everything at a glance
    Hilke Althoff, Head of Client Services Germany/Austria, BNP Paribas
    		•
    09:50Digitalising Services with IoT, Cloud and Appification
  • Smart parking and EV charging orchestrated in one App
  • Ecosystem for commercial and business environemnts
  • Creation, rollout and experiences so far
    Javier Gutierrez Orozco, Business Owner – Capacity, Cegeka
    		•
    10:25Coffee break mit networking
    10:55Micro Services in Car Manufacturing (Volkswagen, Porsche)
  • Problem: Complexity exceeds cognitive skills
  • Solution: Micro services with easy-to-use UI devices
  • Volkswagen use case: Digital Production Platform (DPP)
  • Design system for quick development of new micro services when needed
  • Integrating and scaling throughout Volkswagen group
  • Use of agile methods for development of micro services
    Nicolas Pepping, UX Expert & Scrum Master, MHP/Porsche Digital Lab
    		•
    11:30Using Service and Asset Data to Power Digital Transformation Journeys Towards Growth and Profit
  • Service and asset data tells you how equipment performs in the context of its usage; alias is the equipment delivering value
  • How does this data influence decision making for asset owner, OEM and service provider?
  • The path to service excellence: How to drive and sustain transformation velocity across the entire organization, beyond service
    Coen Jeukens, VP Global Customer Transformation, ServiceMax
    		•
    12:05Lunch with networking
    13:00Smart Web Content Funneling in Service Management - a Telco Use Case
  • Self-learning tool to reach optimal user steering in web-based service interactions
  • AI-based provisioning of content users are looking for even in complex context
  • Routing via tag recommendations
    Robert Puchalla, Managing Director Business Development, arsmedium AG
    		•
    13:30Digital Warranty Management in the Construction Industry
  • Digital platform for deficiency report and repair processes
  • Connecting customers, operators and owners
  • Managing data, documents and messages in one system
    Friederike Prassl, Head of Customer Service and Internal Projects, KAMPER
    		•
    14:00The Increasing Importance of Digital Services for Cars Manufacturers

    Tarkeshwar Rao, Head of After Sales, Pininfarina
    14:30Coffee break mit networking
    15:00Service Digitalisation as Part of ERP Transformation
  • Developing your own solutions vs. customizing existing ones
  • Digitizing physical world services in order to sell, provision and allow self-service management online
  • Domain modeling as baseline for our digitalised offerings
  • Creating new digital add-on services that add real value
  • Challenges of current on-going global ERP integration
    Teemu Uusitalo, Director Service Concepts, Lindström Group
    		•
    15:30Attitude or Skills – What Counts More in Service Management 4.0?
  • Experiences from 2 years of managing employees and customers virtually
  • It’s crucial to understand motivations, mindsets and environments of virtual interactions
  • The impact of the pandemic years on our attitude regarding to the 4.0 future
    Willi Moor, Global Head of Customer Service, Döhler Group
    		•
    16:00From Product Management to a Lifestyle Service Experience
  • Creation and marketing of our Smile Lifestyle app
  • Value-adding propositions around core products for users and customers
  • Newly invented freemium business model
    Markus Koch, Head Customer Proposition Management, smile.direct Insurances
    		•
    16:30Closing discussion and wrap-up
    TimeActivity
    08:30Start Registration
    09:00Opening by the chairman
    09:15Digital Client Interaction and Digital Record Keeping for all Value Chain Participants
  • Service review as moment of truth – no email chains, more partnership
  • Value-ad of query tools
  • Superior communication via digital platform: Everything at a glance
    Hilke Althoff, Head of Client Services Germany/Austria, BNP Paribas
    		•
    09:50Digitalising Services with IoT, Cloud and Appification
  • Smart parking and EV charging orchestrated in one App
  • Ecosystem for commercial and business environemnts
  • Creation, rollout and experiences so far
    Javier Gutierrez Orozco, Business Owner – Capacity, Cegeka
    		•
    10:25Coffee break mit networking
    10:55Micro Services in Car Manufacturing (Volkswagen, Porsche)
  • Problem: Complexity exceeds cognitive skills
  • Solution: Micro services with easy-to-use UI devices
  • Volkswagen use case: Digital Production Platform (DPP)
  • Design system for quick development of new micro services when needed
  • Integrating and scaling throughout Volkswagen group
  • Use of agile methods for development of micro services
    Nicolas Pepping, UX Expert & Scrum Master, MHP/Porsche Digital Lab
    		•
    11:30Using Service and Asset Data to Power Digital Transformation Journeys Towards Growth and Profit
  • Service and asset data tells you how equipment performs in the context of its usage; alias is the equipment delivering value
  • How does this data influence decision making for asset owner, OEM and service provider?
  • The path to service excellence: How to drive and sustain transformation velocity across the entire organization, beyond service
    Coen Jeukens, VP Global Customer Transformation, ServiceMax
    		•
    12:05Lunch with networking
    13:00Smart Web Content Funneling in Service Management - a Telco Use Case
  • Self-learning tool to reach optimal user steering in web-based service interactions
  • AI-based provisioning of content users are looking for even in complex context
  • Routing via tag recommendations
    Robert Puchalla, Managing Director Business Development, arsmedium AG
    		•
    13:30Digital Warranty Management in the Construction Industry
  • Digital platform for deficiency report and repair processes
  • Connecting customers, operators and owners
  • Managing data, documents and messages in one system
    Friederike Prassl, Head of Customer Service and Internal Projects, KAMPER
    		•
    14:00The Increasing Importance of Digital Services for Cars Manufacturers

    Tarkeshwar Rao, Head of After Sales, Pininfarina
    14:30Coffee break mit networking
    15:00Service Digitalisation as Part of ERP Transformation
  • Developing your own solutions vs. customizing existing ones
  • Digitizing physical world services in order to sell, provision and allow self-service management online
  • Domain modeling as baseline for our digitalised offerings
  • Creating new digital add-on services that add real value
  • Challenges of current on-going global ERP integration
    Teemu Uusitalo, Director Service Concepts, Lindström Group
    		•
    15:30Attitude or Skills – What Counts More in Service Management 4.0?
  • Experiences from 2 years of managing employees and customers virtually
  • It’s crucial to understand motivations, mindsets and environments of virtual interactions
  • The impact of the pandemic years on our attitude regarding to the 4.0 future
    Willi Moor, Global Head of Customer Service, Döhler Group
    		•
    16:00From Product Management to a Lifestyle Service Experience
  • Creation and marketing of our Smile Lifestyle app
  • Value-adding propositions around core products for users and customers
  • Newly invented freemium business model
    Markus Koch, Head Customer Proposition Management, smile.direct Insurances
    		•
    16:30Closing discussion and wrap-up

    Crowne Plaza Zürich, Badenerstrasse 420, 8040 Zürich, Switzerland +41 44 404 44 44, info.zrhha@ihg.com


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