Cambridge Service Alliance hosting next UK Service Community Event - 19th April

As many of you know we are a supporter of The Service Community in the UK and the next event will be hosted by the Cambridge Service Alliance at at the Institute for Manufacturing (a division of the University of Cambridge’s Department of Engineering) on the 19th April 2018. Being at one of the world’s leading service research organisations, means that we hope to mix the very best in thought leadership, with practical hands on experiences of transforming service businesses.

The agenda is as follows

10.30 – 12.00 Workshop “Map your business ecosystem to see opportunities and gaps in your service strategy” led by Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance

This is an optional event for attendees (please let us know in your registration) and makes available to community members the very latest in Service Strategy development.

Description: What works for one business will not work for another as every company is unique, has unique customers and operates in a unique business ecosystem. They key is to understand and explore the relationships within your ecosystem and to then use this knowledge to leverage it to your advantage. This workshop will explore the importance of your business ecosystem and why it’s vital for maintaining competitive advantage, value creation and service delivery. You’ll be able to reflect on the organisations within your ecosystem – your partners, customers, alliances and other organisations that you work with to co-create value. Through understanding your business ecosystem, you will be able to then identify ways to create and capture new value, including opportunities to leverage digital information and technologies as well as create new and disruptive business models.

12.00 Meet for networking and light lunch/refreshments

13.00 Main Event

This follow the usual format where each discussion will be approximately 40 mins and an opportunity to talk to real people about real challenges. We are also fortunate to have The Digital Manufacturing Tour half way through the afternoon, where we will have a chance to hear about the research initiatives that the IfM are undertaking on digitalisation in manufacturing

The afternoon agenda will be:

Welcome to the Cambridge Service Alliance (Dr Mohamed Zaki, CSA Deputy Director)
Impact of Big Data and Machine Learning technologies on developing Customer Experience in manufacturing companies
Dr Mohamed Zaki CSA Deputy Director
Mohamed will share some of his recent research in Customer Experience management
Leading Service to a Trusted Advisor Culture
Ashley Weller: UK Service Director at Mars drinks
Ashley will share his experiences of leading a Field Service team in nurturing the trusted advisor skill set. Especially the types of behaviours and habits leaders have to to exhibit.
Digital Manufacturing Tour (IfM)
See a vision for digitalisation in manufacturing as observed by the IfM of Cambridge University
Real World Challenges of implementing Augmented Reality in Field Service
Adil Kabel: Technical Support Manager, at Fuji Film responsible for EMEA 2nd line support for Wide Format Digital Printers
Adil will share his experience of two recent pilots he has conducted with this exciting new technology. This will be an opportunity for an in depth discussion with a service professional that has hands on experiences of the benefits, but also the real operational challenges
(Note currently Si2 is running a survey on Augmented reality. You can use this link if you want to participate)
Benefits and Challenges of Self Service models
Stephen Darkes Snr Process Analyst – Global Systems Remote Support at Oracle
Steve will give us some insights into the different Self-Service support models that Oracle have introduced to enhance customer satisfaction and make their business more cost effective. He will cover a range of models, from the use of community forums for Diagnosis and Resolution to the development of Customer Replaceable Units for hardware. He will share his experiences of the range of benefits that self service brings, as well as the challenges of implementation. Many businesses can make their customer support more effective through self-service business models.