Wednesday 5 October 2016 8:45am to Thursday 6 October 2016 4:20pm
IfM
About
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
Contact
Angela Walters