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Service Week - Academic Event - SERVICES IN AN AGE OF DIGITAL DISRUPTION

2016 Service Week - Academic Conference SERVICES IN AN AGE OF DIGITAL DISTRUPTION
When Oct 05, 2016 08:45 AM to
Oct 06, 2016 04:20 PM
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Attendees This is an invitation only event.
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As part of Cambridge Service Week, this year we are holding an invited two-day Academic Conference, on the theme of 'Services in an Age of Digital Disruption'. The event will be held at the Institute for Manufacturing, Cambridge, from 5-6 October. The agenda for this event is below.

DAY 1

 

Session

Title

Speakers

08:45

Registration and Coffee

A. Context Setting: What Digitalization Means for the Service Research and Policy

09:00

Welcome and Introduction

 

09:20

Reflection on Service Science: the Digital Agenda

Andy Neely and Veronica Martinez. University of Cambridge

10:00

Digitizing European Industry Strategy: How Could This Support a Service Dominant Logic?

Charlotte Andersdotter

10:30

Tea and Coffee Break

 

10:50

Exercise

11:20

Roundtable Discussion

B. Data, Ecosystems and Business Models for Services

11:50

Birth of a Personal Data Eco-System: The HAT

Irene Ng. Warwick University

12:30

Lunch

 

13:30

The Biomimetic Bank: How SD-Logic, Servitisation and Biomimetics are Transforming Bank Marketing

Graham Hill

14:10

Business Models Under Digital Disruption

Steve Street. IBM Universities Relations

14:50

Roundtable Discussion

15:20

Tea and Coffee Break

 

C. Human Centred Services

15:40

On the Relation between Human-Centered Service Systems and Autonomous Service Systems

Paul Maglio. University of California

16:10

An Integrated Approach for Measuring and Managing Quality of Smart Senior Care Services

Walter Ganz  and Jens Neuhüttler, Fraunhofer University

16:50

Roundtable Discussion and Wrap-up of the Day

17:20

Close

19:00

Diner at Madingley Hall College

Cambridge. CB23 8AQ

 

DAY 2

 

 

Session

Title

Speaker

09:00

Coffee and Networking

 

09:15

Reflections from Day 1

D. Servitization and Digitalisation of Manufacturing

09:45

A Study on Japanese Manufacture's Transformation Toward Service-Based Business by Utilizing Remote Monitoring Systems

Kazuyoshi Hidaka. Tokyo Institute of Technology

10:25

Tea and Coffee Break

 

10:45

Servitization Research: Quo Vadis?

Christian Kowalkowski. Hanken School of Economics

11:25

Roundtable Discussion

12:00

Lunch

 

E. Customer Experience

13:00

Service Science 2.0: An Ultra-Adaptive Lens for Managing Customer Experience in 2016 and Beyond

Jos Lemmink and Benjamin Lucas. University of Maastricht

13:40

Measuring What Matters for an Effortless Experience

Janet McColl-Kennedy, Florian Urmetzer, Mohamed Zaki and Katherine Lemon. University of Queensland. University of Cambridge and Boston College

14:20

Roundtable Discussion

14:50

Tea and Coffee Break

 

F. Visual Analytics

15:10

Visual Analytics for Service Brands on Social Media

Benjamin Lucas.  Business Intelligence and Smart Services Institute. Maastricht University, the Open University and Zuyd University

G. What Have We Learnt

15:50

Roundtable Discussion

 

16:20

 

Close

 

 

 

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Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

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