Future of Services: Connecting Digital, Physical & Social Spaces
Workshop will be cancelled from the spring 2020. New date will be announced soon.
During the workshop you will participate speed dating, learn the future of data-driven services and customer experience and understand how to design and manage service experience. You will exercise position your service on digital, physical and social spaces, think and innovate the business model and design the experience for your customer.
By the end of the workshop, you are able to recognize how firms can strategically design and re-design data-driven services and digital service offerings. You understand how firms can explore innovation in customer experience at the intersection of the digital, physical and social realms and how tools such as customer experience analytics and DDBM developed in Cambridge can play a role in the next generation of services.
- Introduce the idea of DDBM, explaining the role that data plays in the next generation of services and customer experience.
- Provide you with a practical framework for thinking about how you can innovate your business model using data as a key resource.
- Draw on practical tools, case studies and exercises to help you understand how to design or redesign customer experience that will drive your organization’s success.
Want to know more?For more information about Future of Services: Connecting Digital, Physical & Social Spaces, please submit an information request below and the school will contact you with further information.
Everyone who is interested of service design and business development.
8.30 Networking with breakfast
9.00 Morning Session
12.00 Lunch Break
13.00 Afternoon Session
14.30 Coffee Break
14.45 Afternoon Session Continues
16.00 End of the day
Laurea University of Applied Sciences' Leppävaara campus, Vanha maantie 9, 02650 Espoo.
Dr Mohamed Zaki
Deputy Director for the Cambridge Service Alliance (CSA) Research Centre at the Department of Engineering, University of Cambridge
“In 2018, I Co-founded and launched the new CSA funding and membership model. My research focuses on machine learning and its application on customer experience. My research develops novel data science methods to manage and measure customer experience and predict customer loyalty. Other research interests include digital transformation and data-driven business models.
I am an Associate fellow of the Higher Education Academy. I commenced my PhD in data science at University of Manchester. I am a recipient of an international award (2016 and 2017) from the Marketing Science Institute on customer experience analytics and digital customer initiatives. I am leading and managing industrial research projects from IBM, CEMEX, Cisco, BAE Systems, Caterpillar, Rolls Royce, Zoetis, Pearson, GEA Food Manufacturer. I am a steering committee member at the Through-life Engineering Service council and Cambridge Big Data Research Initiative.
I have many publications in highly ranked journals, including Journal of Service Research, International Journal of Operations and Production Management, PloS ONE, Journal of Production Planning & Control, Journal of Service Marketing as well as book chapters and many IEEE conference articles.”
2250,00 € + VAT 24%
The price includes coffees and lunches mentioned in the program, and materials.
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