Keynotes

Keynote Speakers

There will be over 12 keynote speakers presenting at the conference.
This page will be updated as the speakers and their topics are confirmed.
Please check regularly for updates.

(last update: 1 Nov 2018)

Wolfgang ULAGA

Wolfgang ULAGA
Professor of Marketing,
INSEAD Fontainebleau,
France

Monetizing Data:
A Roadmap for Mastering Data-Driven Service Growth

Many B2B companies today seek growth through new service business models, innovative service concepts and customer solutions. This trend is further fueled by the digital transformation of industries and markets. Yet, while the vast majority of B2B firms declare being engaged in one form or another of transformative digital initiatives, many still must come to grips with the imperative of turning data into dollars. Across the broad, executives and managers seek insights on how to achieve excellence in marketing and sales of data-driven offers in business markets and knowledge on mastering data-driven service growth is still at its infancy. Against, this background, my talk will discuss opportunities and challenges faced by B2B data monetization and will report on the success factors and critical milestones identified in our action research on the journey to successfully mastering data-driven service growth in business markets. These findings open up new research opportunities in this promising field.

Ming-Hui HUANG

Ming-Hui HUANG
Distinguished Professor of
E-Commerce,
Dept. of Information Management,
National Taiwan University, Taiwan

The Feeling Economy:
Managing Service in the Next Generation of AI

This talk addresses the impact of different generations of AIs on service. Specifically, the first generation of AI has focused primarily on performing human tasks that are physical, mechanical, or repetitive. This has given rise to the service economy and has resulted in an economy (the Thinking Economy) in which the most successful human workers emphasize cognitive skills, and physical workers, such as farmers and factory workers, are mostly left behind. Conventional wisdom currently assumes that workers can protect themselves from obsolescence by making themselves more analytical. This may not be the case. The second generation of AI, focusing on analytical thinking and even intuition, is quickly mastering an increasing number of cognitive tasks. This is causing human workers to emphasize feeling tasks to a greater degree. This has important service implications, such that employees need to enhance their feeling and empathetic skills to meet the demand of increasingly emotionally conscious consumers. The Feeling Economy will transform the existing way service is created and delivered, but also provide exciting new opportunities.

Campbell WILSON

Campbell WILSON
Senior Vice President,
Sales & Marketing,
Singapore Airlines, Singapore

Singapore Airlines’ Digital Transformation Journey

 

Abstract

Get an insider’s look into the digital transformation happening within the Singapore Airlines Group. What is the overall strategy? What’s behind the various initiatives SIA has taken – from loyalty and blockchain, to chatbots and new technology – and through it all, how does SIA continue to deliver the superior customer experience SIA is known for? This presentation will cover SIA’s digital transformation story, the overall strategy and alignment of the different parts, which includes what needs to be changed and how the SIA Group has been encouraging innovation and entrepreneurial thinking in their staff to be the leading digital airline in the world. Learn more about SIA’s digital innovation lab that will be launched in January 2019, where new ideas are developed and experimented with, with the aim to resolve business challenges SIA faces. Most importantly, how is SIA innovating while holding on to traditional core values?

Anat RAFAELI

Anat RAFAELI
Professor of Industrial Engineering,
Technion – Israel Institute of Technology, Israel

Emotion in Service Operations:
New Technological Opportunities

Emotion is clearly a part of service delivery. But studying it is extremely difficult. My talk will describe some foundational research on emotion in service interactions, and limitations of such research. I will highlight how these limitations can be overcome with new technologies. I advance turning to Digital Traces data that are routinely retained by technology-mediated service platforms. I will describe new tools that allow automated detection and analyses of customer emotion, and illustrate how they can be used to study service interactions. New technologies can provide unobtrusive insights into service interactions, and can show patterns of customer emotion, their dynamics within service conversations, and their effect on customer satisfaction and on agent behavior. For the first time we can test the nature of emotions that customers and service agents really express. I will describe findings about extent to which customers really express positive and negative emotion, and studies of the effects of customer emotions on agent responses. Emotion dynamics come out of this new research as important to customer satisfaction, service efficiency and service effectiveness. The talk will open up new methods, resources and directions for both research and practice of service delivery.

John BATESON

John BATESON
Visiting Professor of Management,
Cass Business School, City University, London, UK

Services Research and the Aging Population:
Threat or Opportunity

For the first time in human history the number of people over 65 will soon outnumber those under 15. Within a single generation large parts of the world have already made the transition. People are aging healthier, feel younger than they are and want to continue their lifestyles. However, their minds, senses and bodies age even though they are healthy, and many changes start at 40 not 70. This presentation looks at the impact of an increasingly aging population on services research, particularly in technology and robotics.

Aging has important effects on consumer psychology and behaviors. For example, there is a 0.9 correlation between age and satisfaction ratings from over 200 companies. The healthy aged consciously avoid situations that could be unpleasant. They are more loyal to their service firms and known experiences, and less likely to experiment. They are more “emotional” and more prone to depend on their service providers. They are less able to hear instructions in noisy or distracting situations and less able to pick out one conversation amongst many. They are more sensitive to ambient light and glare in the real or virtual world. Less able to process complex decisions and more susceptible to information presented anecdotally. Technology offers the chance aid such decisions. All the senses change, as does the mind and body. All these changes impact service research and management.

Paul JONES

Paul JONES
Chief Executive Officer,
LUX* Resorts & Hotels,
Mauritius

Ron KAUFMAN

Ron KAUFMAN
Customer Experience & Service Culture Expert,
Co-founder UP! Your Service Pte Ltd, Singapore

Jochen WIRTZ

Jochen WIRTZ
 Professor of Marketing &
Vice Dean Graduate Studies,
NUS Business School,
National University of Singapore

Staging a Service Revolution:
Turnaround, Innovation & Differentiation

Paul Jones, Ron Kaufman and Jochen Wirtz will present in an integrated 90-minutes session on how service organizations can rapidly improve their customer experience, service culture and team engagement while, at the same time, drive innovation and differentiation.

First, Jochen will discuss what is different in change management in the context of service organizations. Next, Ron will focus on key lessons learned from working with over 20 service organizations in service revolution projects. Finally, Paul will explain how he managed to move LUX* Resorts & Hotels from deep financial and cultural trouble to outstanding customer ratings. Today, LUX* Resorts & Hotels is a highly successful and fast growing resort chain.

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