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(last update: 14 March 2019)
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.
Distinguished Professor of
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.
Leader, Artificial Intelligence and
McKinsey & Company, Singapore
Applying Enterprise Artificial Intelligence to Service
New digital technologies and concepts are significantly changing services. From front to back office, across industries and functions, chatbots, robotic process automation, analytics, machine learning, computer vision and artificial intelligence are bringing services to the next level. Typical impacts for the companies which have started their journeys are significant cost reduction, improvements in quality and compliance, and enhancement of customer experience. By integrating these technologies and their teams of experts, businesses create synergies, boost innovation and ensure sustainability.
This keynote addresses a number of important questions: What is a framework to help understand these new trends? What are the key use cases that we currently see on the market and what are the benefits they deliver to businesses? What are the critical success factors in implementing such transformations? How should businesses design and implement their transformation roadmaps? What can we expect as future trends?
Senior Vice President,
Sales & Marketing,
Singapore Airlines, Singapore
Singapore Airlines’ Digital Transformation Journey
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?
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.
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.
Delightful Employee Experiences
We are living in a digital world and I am a delightful girl” could have been a fun remix of Madonna’s song.
Leading and managing a service organization in the era of digital transformation and AI is a challenging and demanding job, requiring a winning balance between the machine and the human intelligence.
In today’s world driven by selfish goals, cut throat competition and looking at anything and everything in terms of ‘business potential’, Avi’s sincere, and simple delightful recipes, invite the audience to connect with the underlying humane principles of spreading happiness, authentic joy, genuine care and simply delighting the people around you will stay with you as guiding lights in life.
In this interactive session, Avi will share a few delightful tips, how to nourish yourself by igniting your “inner-delight” and develop an awareness to your “Delight Settings, so you can lead with values, purpose, joy and care, and have fun while delivering delight, superior results.
Together we can delight the world, one person, one workplace, one community at a time.
Kapil R. TULI
Professor of Marketing,
Director Retail Centre of Excellence,
Lee Kong Chian School of Business,
Singapore Management University, Singapore
Transitioning from Social to Social Commerce
Whereas social media penetration continues to soar across the globe, integrating social channels into firm strategy remains a challenge. In particular, few firms have been able to transition from “social media as an advertising channel” to “social media as a commercial channel”. Drawing on in-depth case studies of four firms from different service sectors, this talk will outline two frameworks for managers. The first framework, represents a “Utilization” perspective and allows managers to identify their depth and breadth of social media usage, and therefore benchmark themselves against the best in class firms. The second framework outlines the key structural, technological, and cultural attributes required for firms to transition to social commerce.
~ Title and abstract to be updated ~
Group Chief Information Officer,
Head Technology and Operations,
DBS Bank Ltd
Reimagining Banking: Journey of the World’s Best Bank*
From modernising its core technology to prime itself for the shift to digital, to embracing a complete culture change, DBS has transformed itself to enable its customers to “Live More, Bank Less”. Hear from David Gledhill, Group CIO and Head of Technology & Operations of DBS Bank, on the bank’s efforts of digitising to the core, reimagining banking for its customers, and transforming itself into a 26,000 person start-up. A 10 year transformation journey which won itself the awards of World’s Best Bank* (*Global Finance, The Banker, 2018).
Customer Experience &
Service Culture Expert,
Co-founder UP! Your Service Pte Ltd, Singapore
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 45-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.