Value exchange in complex business ecosystems and customer satisfaction research

Florian Urmetzer is a Senior Research Associate with the Cambridge Service Alliance . and is leading the research on business ecosystems and value mapping. 

Specifically, he is interested in helping managers to fully understand the value exchange, in order to enable them to influence business models, and optimize B2B and B2C processes. Florian’s second research interest is customer satisfaction.

Prior to joining the Alliance Florian was previously employed at Accenture in Zürich, Switzerland. He holds a distinction MSc (Network Centred Computing) and a PhD, both from Reading University, School of Systems Engineering. His PhD research was concerned with the development of a Tool and Methods that Enables Usability Evaluations in Real-time Distributed Collaborative Environments. Academically he was a visitor to the Barcelona Supercomputing Centre - Extreme Computing Group and the Politecnico di Milano. In industry he has worked for SAP Research based in Switzerland as a Senior Researcher and Project Manager. Here he has led the EU sponsored Research project FAST and was involved in multiple other EU funded projects. Florian has also previously worked for Volkswagen, IBM and Gartner Inc. 

Florian Urmetzer has been awarded the EuBC Research Award 2016.