Smart Services Summit
Description
The book includes examples of remote and collaborative working that actively involve customers in service processes, requiring a change in mindset for more traditional firms. Moreover, it explores how services can be delivered faster and more affordable with the aid of new technologies and in collaboration with the customers, leading to new value propositions and business models and thus an evolution of smart services. Given its scope, the book offers an essential guide for practitioners andadvanced students alike.
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Persons
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.
