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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 

2016 Service Week - Academic Conference

SERVICES IN AN AGE OF DIGITAL DISTRUPTION

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

 

 

 

Date: 
Wednesday, 5 October, 2016 - 08:45 to Thursday, 6 October, 2016 - 16:20
Contact name: 
Angela Walters
Contact email: 
Event location: 
IfM

Cambridge Service Alliance

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  • 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.

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