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.
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DAY 1 |
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Session |
Title |
Speakers |
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08:45 |
Registration and Coffee |
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A. Context Setting: What Digitalization Means for the Service Research and Policy |
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09:00 |
Welcome and Introduction |
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09:20 |
Reflection on Service Science: the Digital Agenda |
Andy Neely and Veronica Martinez. University of Cambridge |
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10:00 |
Digitizing European Industry Strategy: How Could This Support a Service Dominant Logic? |
Charlotte Andersdotter |
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10:30 |
Tea and Coffee Break |
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10:50 |
Exercise |
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11:20 |
Roundtable Discussion |
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B. Data, Ecosystems and Business Models for Services |
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11:50 |
Birth of a Personal Data Eco-System: The HAT |
Irene Ng. Warwick University |
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12:30 |
Lunch |
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13:30 |
The Biomimetic Bank: How SD-Logic, Servitisation and Biomimetics are Transforming Bank Marketing |
Graham Hill |
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14:10 |
Business Models Under Digital Disruption |
Steve Street. IBM Universities Relations |
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14:50 |
Roundtable Discussion |
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15:20 |
Tea and Coffee Break |
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C. Human Centred Services |
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15:40 |
On the Relation between Human-Centered Service Systems and Autonomous Service Systems |
Paul Maglio. University of California |
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16:10 |
An Integrated Approach for Measuring and Managing Quality of Smart Senior Care Services |
Walter Ganz and Jens Neuhüttler, Fraunhofer University |
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16:50 |
Roundtable Discussion and Wrap-up of the Day |
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17:20 |
Close |
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19:00 |
Diner at Madingley Hall College Cambridge. CB23 8AQ |
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DAY 2 |
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Session |
Title |
Speaker |
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09:00 |
Coffee and Networking |
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09:15 |
Reflections from Day 1 |
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D. Servitization and Digitalisation of Manufacturing |
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09:45 |
A Study on Japanese Manufacture's Transformation Toward Service-Based Business by Utilizing Remote Monitoring Systems |
Kazuyoshi Hidaka. Tokyo Institute of Technology |
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10:25 |
Tea and Coffee Break |
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10:45 |
Servitization Research: Quo Vadis? |
Christian Kowalkowski. Hanken School of Economics |
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11:25 |
Roundtable Discussion |
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12:00 |
Lunch |
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E. Customer Experience |
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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 |
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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 |
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14:20 |
Roundtable Discussion |
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14:50 |
Tea and Coffee Break |
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F. Visual Analytics |
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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 |
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G. What Have We Learnt |
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15:50 |
Roundtable Discussion |
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16:20 |
Close |
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