

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
Time | Activity | ||
08:30 | Start Registration | ![]() | |
09:00 | Opening by the chairman | ||
09:15 | Digital Client Interaction and Digital Record Keeping for all Value Chain Participants Hilke Althoff, Head of Client Services Germany/Austria, BNP Paribas | ![]() | |
09:50 | Digitalising Services with IoT, Cloud and Appification Javier Gutierrez Orozco, Business Owner – Capacity, Cegeka | ![]() | |
10:25 | Coffee break mit networking | ![]() | ![]() |
10:55 | Micro Services in Car Manufacturing (Volkswagen, Porsche) Nicolas Pepping, UX Expert & Scrum Master, MHP/Porsche Digital Lab | ![]() | |
11:30 | Using Service and Asset Data to Power Digital Transformation Journeys Towards Growth and Profit Coen Jeukens, VP Global Customer Transformation, ServiceMax | ![]() | |
12:05 | Lunch with networking | ![]() | |
13:00 | Smart Web Content Funneling in Service Management - a Telco Use Case Robert Puchalla, Managing Director Business Development, arsmedium AG | ![]() | |
13:30 | Digital Warranty Management in the Construction Industry Friederike Prassl, Head of Customer Service and Internal Projects, KAMPER | ![]() | |
14:00 | The Increasing Importance of Digital Services for Cars Manufacturers Tarkeshwar Rao, Head of After Sales, Pininfarina | ![]() | |
14:30 | Coffee break mit networking | ![]() | ![]() |
15:00 | Service Digitalisation as Part of ERP Transformation Teemu Uusitalo, Director Service Concepts, Lindström Group | ![]() | |
15:30 | Attitude or Skills – What Counts More in Service Management 4.0? Willi Moor, Global Head of Customer Service, Döhler Group | ![]() | |
16:00 | From Product Management to a Lifestyle Service Experience Markus Koch, Head Customer Proposition Management, smile.direct Insurances | ![]() | |
16:30 | Closing discussion and wrap-up | ![]() | ![]() |
Time | Activity | ||
08:30 | Start Registration | ![]() | |
09:00 | Opening by the chairman | ||
09:15 | Digital Client Interaction and Digital Record Keeping for all Value Chain Participants Hilke Althoff, Head of Client Services Germany/Austria, BNP Paribas | ![]() | |
09:50 | Digitalising Services with IoT, Cloud and Appification Javier Gutierrez Orozco, Business Owner – Capacity, Cegeka | ![]() | |
10:25 | Coffee break mit networking | ![]() | ![]() |
10:55 | Micro Services in Car Manufacturing (Volkswagen, Porsche) Nicolas Pepping, UX Expert & Scrum Master, MHP/Porsche Digital Lab | ![]() | |
11:30 | Using Service and Asset Data to Power Digital Transformation Journeys Towards Growth and Profit Coen Jeukens, VP Global Customer Transformation, ServiceMax | ![]() | |
12:05 | Lunch with networking | ![]() | |
13:00 | Smart Web Content Funneling in Service Management - a Telco Use Case Robert Puchalla, Managing Director Business Development, arsmedium AG | ![]() | |
13:30 | Digital Warranty Management in the Construction Industry Friederike Prassl, Head of Customer Service and Internal Projects, KAMPER | ![]() | |
14:00 | The Increasing Importance of Digital Services for Cars Manufacturers Tarkeshwar Rao, Head of After Sales, Pininfarina | ![]() | |
14:30 | Coffee break mit networking | ![]() | ![]() |
15:00 | Service Digitalisation as Part of ERP Transformation Teemu Uusitalo, Director Service Concepts, Lindström Group | ![]() | |
15:30 | Attitude or Skills – What Counts More in Service Management 4.0? Willi Moor, Global Head of Customer Service, Döhler Group | ![]() | |
16:00 | From Product Management to a Lifestyle Service Experience Markus Koch, Head Customer Proposition Management, smile.direct Insurances | ![]() | |
16:30 | Closing discussion and wrap-up | ![]() | ![]() |

Crowne Plaza Zürich, Badenerstrasse 420, 8040 Zürich, Switzerland +41 44 404 44 44, info.zrhha@ihg.com
- The booking becomes valid when confirmed by Cintona Ltd.
- Cintona guarantees for the services stated on this website.
- All tickets are transferable.
- Cintona Ltd. is not liable for damages caused by technical malfunctions or force majeure like e.g. acts of God, war, riots, terrorist threats or activities, political constraints or trade disputes.
- The regular cancellation fee is 25% of the invoice. In a period starting 4 weeks before the event the fee is 100% of the invoice.
- Place of jurisdiction shall be Kreuzlingen, Switzerland.
Ticket includes
- Access to all parts of the program (on-site or online, as you prefer)
- Access to our networking app (if you like) to arrange meetings (on-site or online)
- Access to online community with decks, videos and contacts
- Full catering (for on-site participants)
- Certificate of completion
This ticket is valid both for the conference onsite in Zurich or for a digital access via livestream. For the livestream we are using Cisco WebEx. Let us know your preferences until the event date. If you choose the livestream option, you will receive login data and technical instructions in the week before the event by Email.
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