Smart Services Summit: Smart Services Supporting the New Normal

This book provides state-of-the-art descriptions of smart service innovations in the industry, supported by novel scientific approaches. It gathers findings and insights presented at the fourth Smart Services Summit, held in Zurich, Switzerland, in October 2021, which primarily focused on how smart services have enabled companies to adapt during and to the COVID-19 pandemic.
The book includes examples of remote and collaborative working that actively involve customers in service processes, requiring a change in mindset for more traditional firms. Moreover, it explores how services can be delivered faster and more affordable with the aid of new technologies and in collaboration with the customers, leading to new value propositions and business models and thus an evolution of smart services. Given its scope, the book offers an essential guide for practitioners and advanced students alike.

Shaun West lectures in Smart Service Innovation at Lucerne University of Applied Sciences and Arts (Switzerland). In his role, Shaun works closely with industry to better understand the application and development of Smart Services in industrial environments. He collaborates with several universities, including Stanford, Aston Business School, Florence, and Bergamo. He is leading a Swiss 1MUSD project that is focused on the application of Smart Twins in complex industrial application. He worked for GE Energy Services (Italy), as VP Business Development at Sulzer (Switzerland) and for RWE (UK). Shaun holds an M.B.A. from HEC (Paris) and a Ph.D. from Imperial College (London).

Jürg Meierhofer holds a Ph.D. from ETH Zurich and Executive M.B.A. from the University of Fribourg (Switzerland). He is Head of the Smart Services group of the data innovation alliance, Industry 4.0 Coordinator at Zurich University of Applied Sciences (ZHAW), and Board Member of the Swiss Customer Service Association (SKDV). The optimization and design of Smart Services are the red thread through his activities in various industries, and he is director of studies for continuing education in the field of Smart Service Engineering and Industry 4.0.

Utpal Mangla is Vice President and Senior Partner in IBM Global Business Services (GBS). He is Global Leader of IBM’s Telecommunications, Media, and Entertainment (TME) Industry’s Center of Competency (Toronto, Canada). In addition, he leads the ’Innovation Competency’ focusing on AI, 5G EDGE, Hybrid Cloud, and Blockchain Innovations for TME clients worldwide. In his role as Senior Executive in the business and thought leader in emerging technologies, Utpal’s mission is to fuel growth by building, selling, and implementing differentiated competitive market service solution offerings to meeting critical business imperatives of customers.