Service Innovation Programme 2016

  • 4 Service Innovation Programme topics – Injecting innovative ideas, practical tools & best practices at multiple touchpoints in service organisations on a continuous basis, through self-assessments, intimate break-through sessions and best practice reports
  • 2 Research Initiatives – Providing strategic direction on the future of service

The 2016 Service Innovation Programme topics are:

Service Innovation Projects

  • Why do customers choose your company? Delivering the ultimate customer experience

Description: Finding out what your customers really need, gaining insight into their value perception, and understanding how they perceive your brand is the starting point for developing high value services delivered through the ultimate customer experience. So how do you uncover market trends and customer needs? How do you leverage this understanding to develop long-term strategic partnerships? And what is the role of Big Data and the IoT?

Dates: 19 - 20 April, 2016

  • How to become a solution driven organisation. Driving change through all layers of the organisation.

Description: Even though product margins are shrinking and service has proven to drive companywide growth, many service leaders in OEMs are still struggling to get services on the strategic agenda. In addition, they are challenged in gaining company buy-in on all corporate levels; from CEO to frontline staff. So how do you build a business case, move from a product culture to a service culture, and drive organisational change?

Dates: 8 - 9 June, 2016

  • New skills for service success. Skills required for success in future service business models.

Description: Delivering best in class services in the future requires a completely different skill-set than what is needed today. Think of the rise of IoT and Big Data, which call for more analytical capabilities; bigger and more complex propositions requiring more business acumen; and the more strategic level target audience requires (subsequently) a more targeted marketing and sales approach - focused in solving business issues rather than technical issues. So what skills are required, and how do you acquire & retain them?

Dates: 12 - 13 October, 2016

  • Developing smart services (enabled by Industry 4.0 & IoT). Moving from reactive to proactive service business.

Description: Mega trends like Industry 4.0, Big Data and the IoT are transforming the nature of service in the manufacturing industry. Therefore, service innovation has become vital for safeguarding continuity. In addition, these trends offer a wealth of opportunities for high value low cost service business offerings. But how do you distinguish hype from solid business potential, how do you develop new services, and what do you need to do to evolve from being a reactive to a proactive service provider?

Dates: 7 - 8 December, 2016

Research Projects

  • How services drive financial performance - Our 2013 research study has shown that companies which pursue a broad portfolio of growth strategies, including advanced services, grow faster and have better profit margins. The aim of this research initiative is to look at the overall business financial indicators and how they affect a company’s profitability.
  • Successful business models for the future - The IoT is transforming the nature of service in the manufacturing industry requiring companies to rethink their (service) business model. Many manufacturers are making the transition from offering CAPEX to OPEX solutions, whereas others stick to a more traditional model. How do you find out what the optimal (service) business model is for you, and what are the implications for running your business?

We look forward to meeting you during the 2016 Service Innovation Programme. To learn more about the different subscription options, or for more information on specific topics follow this link or contact us.


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