Workshop discussion sessions

Workshops during the 2019 conference looked at some of the CSA current areas of research which includes -   

Digital transformation strategy

 Stephan Henneberg, Queen Mary University of London

The starting point is not (only) the technology but what you can do with it – in other words the business model the technology enables. There is no single recipe for success in digital transformation. Each firm needs to find its own roadmap: the elements may be the same but how they are put together needs to be distinct.

Blockchain: the application of emerging technologies

Veronica Martinez, Cambridge Service Alliance

Blockchain forecasted that it will fundamentally change how we all live and work. Beyond its financial application, Blockchain’s unique attributes – resilient, secure and traceable – offer a wide range of opportunities for industrial services. It creates value and enhances customer experiences. Its implementation urgently needs a completely different mindset – collaboration and realtime transactions within and across organizations.

Digital platforms driving new business models

Lars Wittell, Karlstad University, Sweden

How do you move from a product-based business model to a service-based business model and now to a ‘gig economy’ business model while enhancing your brand reputation? How do you develop a roadmap for building digitalised services and a new business model?

Customer Experience Analytics

Janet McColl-Kennedy,The University of Queensland, Australia

Firms often rely on Net Promoter Scores and satisfaction ratings in their efforts to measure customer satisfaction but these techniques do not produce accurate insights and may be actively misleading. Developments in AI and Natural Language Processing mean that firms can now dive into textual analysis to get much more meaningful insights that can be used to help us decide where to go next.