Creating Value Through Customer Services Industry Conference - Alliance researchers views
Duration: 4 mins 21 secs
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| Description: | Conversation with researchers - Mohamed Zaki, Florian Urmetzer and Veronica Martinez, from the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'. |
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| Created: | 2015-10-13 13:27 |
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| Collection: | Cambridge Service Alliance |
| Publisher: | University of Cambridge |
| Copyright: | Angela Walters |
| Language: | eng (English) |
| Keywords: | servitization; service week 2015; |
| Abstract: | At the Cambridge Service Alliance Industry Day Conference, “Creating Value Through Customer Services: in a world of data enabled ecosystems,” we asked three of our own Alliance senior researchers to give some smart tips of how to ensure you take your customers and your staff on your service offering journey. Extract from the podcast:
Mohamed: “There are cross-cutting themes around how the data will enable the shift to services, and you can see that in Rolls-Royce, ABB, and in Zoetis. From machines to animals whatever their business they are trying to use the data from the IoT to understand behaviour patterns to help them or their customers and in turn their customers, to commercialise this and get some revenue from it too. There is true value, and benefits to the customers when they try to analyse this data. All their solutions are helping them to understand their customers and their customer’s customers’ better.” Florian: “We are on the journey to solving these complex journeys. End users need to be satisfied so that companies need to ensure that they get greater return on investment and wealth for the companies involved. “ Veronica: “We need to look at how customers see their journey, we know it often hasn’t been easy but there are models and techniques that tell you how and where to go and that is why we are here at the CSA.” |
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