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Service Week 2018

Disruptor or disrupted? Harnessing digital technologies for the next-generation of services

Disruptor or disrupted? Harnessing digital technologies for the next-generation of services

Industry Day - 3 October 2018

The world is undergoing a technological revolution. Technologies such as Artificial intelligence (AI) and Block-chains will transform the way we live and work, from the way we diagnose and treat cancer to the security of online transactions. This fourth industrial revolution is of a scale, speed and complexity that is unprecedented. These technologies became an important source of competitive advantage in both B2C and B2B businesses.

It has become critical for companies to respond to market dynamics accurately and quickly. It is changing consumer behaviour, changing the way companies are organized and changing the role of “humans” in the marketplace. Thus, firms are currently facing a ‘crisis of immediacy’ challenge to meet consumers’ need to receive content, expertise, and personalized solutions in real time during their experience.

In this ‘Thought Leadership’ event, we will invite keynote speakers from big brands to discuss whether these technologies are the disruptors or disrupted and how firms can harness these digital next-generation technologies of services. 


How is Alexa always getting smarter?

Craig Saunders, Head of Applied Science, Amazon Alexa Knowledge

Craig Saunders is Head of Applied Science at Alexa Knowledge. He leads a team working on making Alexa smarter through machine learning and natural language processing techniques that enable her to respond better to user questions.  Prior to joining Amazon, he was Director of the Analytics Resource Centre for Xerox Services.  Craig has led machine learning research and delivered a number of big data solutions across different industries.

Canon Business Information Services: disruptor or disrupted?

Sander Kuik, Director Services Delivery & Consulting, Canon BIS EMEA, Canon 


How do big corporates face the era of disruption? For many years Canon BIS is active in information supply chain services. Technology is advancing in an increasing speed, disrupting the current business models. As a global corporation Canon is moving forward into the new era through changing their business models and embracing automation. On business unit level the challenges are no differences and the delicate balance between current and future, disruptor or disrupted is a true high rope act. In the keynote, Sander Kuik will share an insight in the mechanics of a technology products company delivering business services in a changing environment. How to overcome the corporate jungle and become agile and selective disruptive, internally and externally.

Sander Kuik studied Geography & Information Technology at the Fontys University for applied Science and Business Services at the Rotterdam School of Management / Erasmus University.  He started his professional career as a teacher. He worked as a principal consultant with Capgemini in the domain of engagement management and strategy consulting before joining Canon Europe.

Within Canon Europe, Sander is responsible for Services Delivery & Consulting within Canon Business Information Services EMEA designing and delivering digital transformations for customers and the internal organisation. Within his current line of business, new business and operating models and digital technology play an important role.

CEMEX delivering a Digital Superior Customer Experience

Homero Resendez, Digital Enablement Vice President, CEMEX

Founded in 1906, CEMEX has grown rapidly from being a local player to one of the top global building materials companies. A few years ago, the company committed itself to provide the best customer experience throughout the full customer journey. After listening to more than 3,000 customers worldwide, the company deeply understood the customers’ pain points and redesigned its commercial policies and processes to create the best possible experience for them. CEMEX embarked on a Digital Transformation journey and launched CEMEX Go, an integrated digital solution which covers all CEMEX’s customer segments and products and enables its clients to increase their productivity, make better business decisions and enjoy more control over their businesses.

CEMEX Go has already been implemented in Mexico, USA, Colombia, UK, Germany, France, Panama, Nicaragua, Costa Rica and El Salvador. It is expected to reach the rest of the countries by the end of 2018. In this keynote, Homero Resendez will talk about the key enablers of this Digital Transformation. The adoption of new methodologies and ways of working to support accelerated product development practices, researching and piloting emerging technologies, and how CEMEX developed a new digital mindset within the organization. 

Homero Resendez has worked at CEMEX for almost 30 years. He was appointed as Vice President of Digital Enablement, leading CEMEX Digital Transformation. Homero owns a vast experience in IT, Business Process Consulting, Process Design and Re-design, Process Standardization Strategy & Implementation, Organization Design, Project and Change Management and Business Processes & IT outsourcing. He studied Computer Systems Engineering and owns a Master’s Degree in Industrial Engineering & Operations Research both from ITESM in Monterrey, Mexico.

Cisco Customer Experience 

Phil Wolfenden, Vice President, EMEAR, Cisco Customer Experience (CX) 

Phil Wolfenden, Vice President of Cisco’s Customer Experience (CX) Centres in EMEAR, to support the delivery of the full CX portfolio for a seamless customer experience done efficiently and at scale. Phil’s 900-strong team focus on delivering technical assistance (TAC), centralised project delivery, centralised high-touch support, sourced support, managed services and global logistics focussed on delivering outstanding service. Previously at Cisco, Phil led the $2 billion Europe, Middle East, Africa and Russia (EMEAR) Technical Services Organisation. Phil specialises in delivering services that help customers and partners ensure business continuity, mitigate risk, and maintain compliance. During his time as Senior Director of Advanced Services (AS) in Emerging Markets, Phil built a $400M professional services business across the Middle East, Africa and Latin America. Growing the AS business by more than 70% each year, and establishing Technical Centres-of-Excellence in 22 countries.

With almost 30 years of IT and Networking industry experience, Phil’s career spans executive and management positions. Phil joined the Technical Assistance Centre (TAC) in Brussels, Belgium in 1997. He is a graduate of Newcastle University in the UK, is a Chartered Engineer and a Cisco Certified Internet Expert (CCIE). He is a principal advocate for inclusion and diversity in the workplace and is the Executive Sponsor for the Disability Action Network, Hidden Disabilities and Cisco Cancer Network. Phil also sits on numerous industry bodies, advisory boards and holds the position of Cisco Executive Sponsor on the British Black Business board and two international financial institutions. Phil has lived in a number of countries across the globe but currently resides in the UK with his wife, two children and five horses.


  • Challenges and risks of digital technologies
  • Best practices and applications of digital technologies
  • Future of technology and ICT infrastructure
  • New business models and the future of smart services


To book a place please download and complete the booking form or book and pay online with a credit card.

Please return the booking form to:

IfM Events

IfM Education and Consultancy Services Ltd
Institute for Manufacturing
17 Charles Babbage Road
T: +44 (0)1223 766141 
F: +44(0)1223 464217 

You will receive confirmation of receipt of your booking form by email, usually within 48 hours. Final confirmation of your booking together with joining instructions, including maps etc, will be sent approximately one week before the start of the event, usually by email to the email address provided on your form.

This event may contribute towards your Continuing Professional Development (CPD) as part of your professional institution's monitoring scheme. 


Accommodation is available at the Moller Centre for the night of Tuesday 2 October. For bookings, please contact the Moller Centre direct (Tel: +44 1223 465500) and quote KX Reference – 34971All rooms are en-suite with air-conditioning, free wifi, tv, tea and coffee making facilities and mini-bar. Further information is available here.


Substitutions may be made at any time. Bookings cancelled less than 10 working days prior to the event will be charged in full.

We reserve the right to modify the programme of any event up to the day of the event. It may, in exceptional circumstances, be necessary to cancel or rearrange an event at short notice. The CSA, IfM and IfM ECS can accept no liability for loss caused by cancellation or rearrangement. Its liability is limited to refund of the registration fee if the event is cancelled. For further information on our Terms and Conditions, please click here .