Smart Services Summit
Proceedings of the Sixth Conference, held in Zurich, Switzerland in October 2024
This book presents up-to-date descriptions of smart service innovations in industry, supported by new scientific approaches. It summarizes the outcomes of the sixth Smart Services Summit, held in Zurich, Switzerland in October 2024, which primarily focused on digital co-creation in the smart services era and the transformative power of digital technologies and artificial intelligence in service ecosystems.
The book explores the dynamics of value co-creation and examines how digital tools and artificial intelligence are enhancing interactions between service providers and consumers to innovate and improve service delivery. It covers a range of pertinent topics including the automation of customer engagement, the role of data analytics in understanding value perception, and the ethical considerations of AI in services. It also presents case studies that illustrate successful applications of AI in service design, offering readers a comprehensive view of how these technologies are fostering innovative co-creation practices.
With contributions from leading academics and industry experts, this publication is essential for anyone interested in the future of service industries. It provides a scholarly yet accessible examination of how digital tools are not only reshaping service interactions but also establishing new paradigms for business and customer experiences in the digital age.
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| Veröffentlichung: | 16.05.2025 |
| Höhe/Breite/Gewicht | H 23,5 cm / B 15,5 cm / - |
| Seiten | 203 |
| Art des Mediums | Buch |
| Preis DE | EUR 171.19 |
| Preis AT | EUR 175.99 |
| Reihe | Progress in IS |
| ISBN-13 | 978-3-031-86957-0 |
| ISBN-10 | 3031869575 |
Über den Autor
Shaun West lectures in Smart Service Innovation at Lucerne University of Applied Sciences and Arts (Switzerland). In his role, Shaun works closely with industry to better understand the application and development of Smart Services in industrial environments. He collaborates with several universities, including Stanford, Aston Business School, Florence, and Bergamo. He is leading a Swiss 1MUSD project that is focused on the application of Smart Twins in complex industrial application. He worked for GE Energy Services (Italy), as VP Business Development at Sulzer (Switzerland) and for RWE (UK). Shaun holds an M.B.A. from HEC (Paris) and a Ph.D. from Imperial College (London).Jürg Meierhofer holds a Ph.D. from ETH Zurich and Executive M.B.A. from the University of Fribourg (Switzerland). He is Head of the Smart Services group of the data innovation alliance, Industry 4.0 Coordinator at Zurich University of Applied Sciences (ZHAW), and Board Member of the Swiss Customer Service Association (SKDV). The optimization and design of Smart Services are the red thread through his activities in various industries, and he is director of studies for continuing education in the field of Smart Service Engineering and Industry 4.0.
Utpal Mangla is Vice President and Senior Partner in IBM Global Business Services (GBS). He is Global Leader of IBM’s Telecommunications, Media, and Entertainment (TME) Industry’s Center of Competency (Toronto, Canada). In addition, he leads the 'Innovation Competency' focusing on AI, 5G EDGE, Hybrid Cloud, and Blockchain Innovations for TME clients worldwide. In his role as Senior Executive in the business and thought leader in emerging technologies, Utpal’s mission is to fuel growth by building, selling, and implementing differentiated competitive market service solution offerings to meeting critical business imperatives of customers.
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