'Creating Value Through Customer Services'

Industry Day Conference - Tuesday 6 October

[Posters from the Day]

It is clear that we are shifting to a service-based economy. Increasing numbers of firms - both manufacturing and traditional service providers - are waking up to the fact that they can create significant value by offering services and solutions to their customers. This revolution is being fuelled by new technologies and data - the internet of things is creating a world where products and people are constantly connected, providing feedback and data on what they are doing and how they are doing it. Leading firms are harnessing this data, using it to remotely monitor the products they provide and working out ways in which they can enhance the performance of their customers’ businesses.

While the pathway is clear, the shift to services is often challenging. How do you get your customers to really recognise the value of the service you provide? Are they really able to recognise the full range of services or are some hidden from view? How about your staff - do they value service as much as the product? Or do they give away the service, to secure the sale of the product? How do you change their mind-sets and attitudes? How do you equip them to ensure that they can understand what your customers’ really value and are willing to pay for? After all, value is in the eye of the beholder, so we have to find ways of understanding what our customers perceive.

At this year’s Cambridge Service Week conference, scheduled for Tuesday 6 October, we will focus on the question of how to ensure your customers recognise the true value of the services you provide. Leading firms will describe their approach to delivering customer value through services. Learn about the latest research findings from the Cambridge Service Alliance on creating and capturing customer value across the ecosystem. 

Programme

08.45 Registration and refreshments 

09.15 Welcome and introduction 
Professor Andy Neely, Cambridge Service Alliance, University of Cambridge 

9.30 Rolls-Royce – Better services for a changing world 
Tom Palmer, Director of Services, Rolls-Royce plc 

• Review of Rolls-Royce’s service journey
• Explanation of how Rolls-Royce uses data and analytics to drive customer value
• Observations on the current service model and how it has to change

10.30 Refreshments 

11.00 ABB - Internet of things, services and people enabling next level services 
Christopher Ganz, Group Service R&D Manager, ABB

• Evolving ABB’s service business.
• The role of industrie 4.0 and connected devices
• Where next for ABB in its shift to services

12.00 Zoetis - Creating value and an enriched customer experience with services in the pharmaceutical animal health industry 
Alejandro Bernal, EVP and Group President Strategy, Commercial and Business Development, Zoetis Inc. 

• Setting up a new business (spinning out from Pfizer)
• The crucial role of services in building customer relationships
• The internet of animal health things

13.00 Lunch 

13.45   Cambridge University - Creating and Capturing Customer Value Across the Ecosystem 
Professor Andy Neely, Director Cambridge Service Alliance

• Understand why ecosystems are right way to think about competition
• Learn how to map, understand and innovate your ecosystem
• Develop strategies for creating and capturing customer value through ecosystems

15.00 Refreshments

15.30 Round Table Discussions: Applying the Lessons to your Business
This interactive session is designed to provide time for you to have a facilitated conversation with other attendees, exploring how the materials presented might be applied to your firm and sector

16.30 Panel session - With representatives from BAE Systems, Caterpillar Inc., IBM, Pearson and Zoetis 

17.00 Wrap-up and close

Speakers

Professor Andy Neely is Founding Director of the Cambridge Service Alliance (CSA) and the Royal Academy of Engineering Professor of Complex Services. From 1 October 2015 he will take on the role of Head of the Institute for Manufacturing, whilst still retaining his role at the CSA. Andy is widely recognized for his work on the servitization of manufacturing, as well as his work on performance measurement and management. 

Dr Alejandro Bernal, Executive Vice President and Group President, Strategy, Commercial and Business Development, Zoetis

Alejandro Bernal was recently appointed Group President, Strategy, Commercial and Business Development.  Prior to this role, he served as Area president of the Europe, Africa and Middle East region at Zoetis (formerly Pfizer Animal Health). In this role, he oversaw the company’s presence in a major portion of the world.  Previously Alejandro was area president for this region in the Pfizer Animal Health organization, a position he held since 2011.

Dr Christopher Ganz, Group Vice President Service R&D, ABB Technology Ltd

Christopher Ganz is responsible in ABB to increase service awareness in research and development. After studying electrical engineering at ETH in Zurich and a PhD degree in control, he held various R&D positions in ABB’s power plant control unit. Later he was responsible for the corporate research program in “Control & Optimization”. In his current role located at ABB’s headquarters in Zurich, Christopher Ganz is leading cross-division projects in the area of service technologies, which includes remote services, and IoT initiatives.

Tom Palmer, SVP Information Systems, Rolls-Royce plc

Tom is Director of Services for Rolls-Royce’s Civil Large Engine business.  This business provides services for approximately 4,000 engines flying with over 200 airline customers around the globe. Previous roles at Rolls-Royce include Director of Trent 700 and Trent 500 and the strategic development of the Civil Aerospace Services Function.

Who should attend

The conference programme has been designed for senior managers and executives involved in any aspect of the design and delivery of services.