Develop service leadership skills and successfully transform into a digital service business that focuses on improving the value for customers
Leadership in Digital Service Transformation


This training provides a comprehensive guide on leading digital service transformation including the strategic, operational, and technological elements. You will learn why and how to take action to improve your competitive advantage by changing your service business model.

This training combines theory with proven best practices, and you will use assessment tools to understand the starting point of your digital service transformation journey.

Objectives of the training

After this training, participants will know how to:

  • Design the digital service transformation plan and create new digital service business models
  • Lead the digital service transformation
  • Improve customer value analytics
  • Develop new services based on customer analytics
  • Reduce costs by digitising service delivery models
  • Increase revenues by designing a sales and marketing model for digital services
  • Design the IoT platform enabling the new digital service transformation
  • Attract, engage, develop, and retain digital service talent
  • Establish a digital knowledge management process to enhance your services

Training outline

The training consists of four modules:

Module 1: Strategy

  • Create value with services
  • Differentiate with services
  • Developing, selling, and delivering services
  • Vision, Strategy and leading a service transformation

Module 2: Customer

  • Critical success factors in service life-cycle management
  • How customers perceive value
  • Customer research
  • Managing customer experience

Module 3: Customer

  • The digital service factory
  • Standardisation and personalisation
  • Successful service sales models
  • Managing knowledge

Module 4: Management & Leadership

  • Get buy in and support from the different stakeholders
  • Leading a service transformation
  • Typical service transformation changes
  • Service transformation challenges

What previous participants say about the training course

“It puts a lot of pieces of the service puzzle together, from strategy to design, developing and implementing new digital services, and running a full-service transformation programme. It is a hands-on approach that you can use from day 1.” – Dominic Bruning, Director Global Services & Servitization, Axis Communications

“Want to know where to start the service transformation? Follow this course!” – Daan Hommeles, Service Manager Benelux, Tennant

Click here to read a case study on how a client experienced this training.

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 1,950

Online Coach-led: € 2,950

In-house: On-request

Duration: +/- 40 hours of self-learning that can be distributed over one year

For whom: (Senior) Executives, Service Directors, Service Managers, Service Programme leaders, IT leaders focused on the service business

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