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Tag: Smart Services

Smart Services Summit 2025: Smart Services for a Sustainable and Resilient Future

The Smart Service Summit 2025 invites academics, industry leaders, and practitioners to explore how smart services, AI, digitalisation, and data-driven innovations contribute to value co-creation and sustainability in manufacturing, logistics, mobility, smart cities, and finance. As industries continue to evolve, the shift towards service-driven business models is gaining momentum. In this context, modular service platforms are becoming increasingly relevant, providing flexibility, adaptability, and opportunities for service innovation. These platforms enable firms to integrate digital solutions, optimise service delivery, and enhance co-creation within dynamic ecosystems. This year’s summit will connect academic research with real-world industry challenges, focusing on smart services as key enablers of business innovation, sustainability, circular economy reporting, and future-ready ecosystems.

i. Smart Services in Industry & Manufacturing

  • AI-Enabled Industrial Services & Smart Manufacturing
  • Circular Economy & Sustainable Production
  • Financial Solutions for Smart Services
  • Modular Service Platforms in Manufacturing

ii. Smart Cities, Mobility & Logistics

  • Urban Digital Transformation
  • AI & Data-Driven Mobility Solutions
  • Logistics & Supply Chain Resilience
  • Platform-Driven Urban and Mobility Services

iii. Sustainability Reporting & “People, Planet, & Profit”

  • Corporate Sustainability Reporting
  • Data Analytics for Sustainable Decision-Making
  • AI’s Role in Green Service Innovation
  • Sustainable Service Models via Digital Platforms

iv. AI, Ethics, and Service Innovation

  • AI and Human-Centric Service Models
  • Responsible AI and Governance
  • Regulatory Challenges in AI-Powered Services
  • Governance and Openness in Digital Service Ecosystems

Contributions are expected to be rigorously researched and provide new insights into the challenges and opportunities presented by digital technologies and AI in the context of value co-creation. All submissions will undergo a peer review process, with accepted papers to be included in the conference proceedings published by Springer.

As with previous years, we are looking for early-stage research and will publish the proceedings with Springer again. Furthermore, we will use industry to set the scene and the context from their position and follow them with impactful academic presentations.

Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@HSLU.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Dr. Thierry Buecheler, Oracle, Zürich, thierry.buecheler@oracle.com

  • Smart Services
  • AI-Driven Innovation
  • Modular Platforms
  • Sustainability
  • Value Co-Creation
  • Digital Transformation
  • Circular Economy
  • Service Ecosystems

01.07.2025 – Abstract Submission Deadline
14.07.2025 – Notification of Acceptance
21.09.2025 – Full Paper Submission Deadline

Abstract Submission: Submit via [EasyChair https://easychair.org/cfp/S3-2025]
Full Paper Length: Up to 12 pages (including references, APA style)
Double-Blind Peer Review: All papers will undergo rigorous peer review before publication.
Conference Proceedings: All accepted papers will be published by Springer and indexed.

Acceptance of papers is based on the full paper (up to 12 pages in length, including references). All papers will be peer-reviewed and published by Springer.

  • There is no template for the abstract.
  • Word template for the papers: https://bit.ly/4aV5hRd
  • For initial submission, please submit only a PDF without author details.
  • For final submission, please submit both PDF and DOC versions.
  • Our conference will use APA style for references and papers will be limited to 12 pages.

The proceedings from 2024 will be published in May 2025. You can find past editions here: https://link.springer.com/conference/smsesu

Service Lunch: “Eating, Learning, Networking” – Hybrid Intelligence for Customer Management

The presentation will show the conceptual possibilities and concrete examples from ZHAW projects. We discuss the opportunities and challenges of using generative AI in the customer lifecycle. Examples include content creation automation and the use of co-pilots in customer service.

PD Dr. habil. HSG Jochen Wulf
ZHAW Engineering
Institut für Datenanalyse und Prozessdesign

Prof. Dr. Frank Hannich
ZHAW Management and Law
Fachstelle Customer Management & e-Commerce

Online by Microsoft Teams, Participants get an access link after registration. Number of places limited.
See also the flyer for more information.

Expert Day

Save the date! The data innovation alliance and Innovation Booster Artificial Intelligence invite you to participate in the Expert Day, hosted by Center of Research & Methods of HWZ Hochschule für Wirtschaft Zürich. We are excited to bring together three Expert Groups (EG): EG Industrial AI, EG Smart Services, and EG Governance for Growth with Data & AI.

Join us for an insightful afternoon with presentations, engaging discussions, and potential collaborations. Don’t miss the opportunity to connect with experts and exchange ideas and experiences.

The detailed program will follow shortly.

Agenda

Prof. Claude Meier (Leiter Center for Research & Methods HWZ)
Sven Remke (Managing Director data innovation alliance)

Innovation literature mostly talks about radical innovation, significant steps that transform markets. Still, most of the innovation is happening incrementally. New product versions are released with new features, serving the existing market. In this talk, I will present a few thoughts on changing one’s viewpoint. Seeing things from a different angle may help to discover new approaches to customers’ challenges. How this relates to Monty Python remains to be seen.

During the coffee break you’ll have the opportunity to join one or more posters sessions with the following topics:

  • How to make AI usable for trends and developments in Banking & Finance (e.g. for Open Finance)?
  • How to automatise qualitative content analysis with AI? Basis: A study done to climate communication of Swiss companies.
  • Actual AI-based research projects at HWZ.

We are looking forward to exciting discussions.

Would you like to explore how AI can drive innovation in your industry? Join us for the first meeting of the new “Industrial AI” Expert Group.

What is on the program?
⚙️ Learn how the Innovation Booster facilitates collaboration and accelerates industrial AI solutions.
⚙️ Hear from companies that have successfully leveraged the AI Booster in past and ongoing projects.
⚙️ Engage in an interactive session to assess your company’s AI potential and explore new ideas.

We are looking forward to meet you there!

Biruk, Maik, Thomas, Manuel and Lilach

The Expert Group “Smart Services” will have an ideation session, with Gerrit Schatte from Kistler moderating the discussion about the following topics:

  • Software / services as upselling product for hardware
  • Software / services as enablers to sell hardware in the system network at all

Almost any physical product sold in the EU may soon require a digital counterpart that provides access to data on materials, recycling, supply chains, and production. In just two years, this will apply to the first product group: batteries.

What can we expect from the digital product pass in Switzerland? Join us for an interactive session with Peter Krummenacher from Bloqsense, where we will explore challenges, requirements, opportunities, and the potential of data governance.

Service Lunch: “Eating, Learning, Networking” – Apple Vision Pro: Potential for Smart Services

Key Speaker

René Vogel
Digital Innovator
Mr. Vision

Participants will receive an access link after registration. See also the flyer for more information.

  • Discover the Apple Vision Pro: find out more about the latest functions and applications of these revolutionary VR glasses.
  • Diverse application examples: Experience practical applications and discover the many possible uses of VR in different areas.
  • Hands-on experience: participants will have the opportunity to try out the Apple Vision Pro for themselves.
  • Experience reports and exchange: Take the opportunity to exchange ideas with Apple Vision Pro expert René Vogel and benefit from his experience.

Service Event: “Lernen, Netzwerken” – Showcase Kistler & Digitalization

Johannes Stühler
Head of Service Development
Sharon Joseph
Data Engineer
Gerrit Schatte
Lead Projects / Biz Dev Innovation Lab

We are excited to showcase how Kistler applies digitalization for efficiency gains, securing customer satisfaction and opening new market opportunities. We will explore the role of service operations for Kistler as an equipment manufacturer, the use of process mining for increasing process efficiency as well as the role Kistler’s Innovation Lab for implementing solutions addressing new markets. The event will be rounded off with a factory tour and a chance to network during an apéro.

Smart Services Summit: Smart Services Supporting the Value Co-Creation in Industrial Context

The 2024 Smart Services Summit invites academics, industry experts, and practitioners to explore the transformative impact of digital technologies and artificial intelligence on value co-creation within service ecosystems. This year’s theme emphasizes the critical intersections between technology and collaborative value-creation processes, highlighting how these elements reshape business models, customer experiences, and service management.

  • Digital Facilitation of Value Co-creation: How digital tools and platforms enhance value co-creation between providers and consumers.
  • AI-driven Innovations in Service Design: Exploring AI’s role in developing new service offerings and enhancing interaction between actors
  • Automating Customer Engagement: The impact of automation and AI on customer engagement strategies and outcomes.
  • Data Analytics in Value Perception: Using analytics to understand and enhance how different beneficiaries perceive and measure value.
  • Data Analytics for Sustainable Value Co-creation: Reconciling business and societal value co-creation with data and analyses.
  • Balancing value creation between individuals and organizations: Value for business organizations as an enabler or counterpart to value for individuals inside or outside (e.g. customers)
  • Integrating AI with Service-Dominant Logic: Application of service-dominant logic in AI-driven service environments to foster collaborative value creation.
  • Ethical Considerations in AI-enabled Services: This section addresses the ethical implications of using AI in service delivery, particularly regarding privacy, transparency, and equity.
  • Case Studies on AI and Value Co-creation: Real-world examples of successful AI applications that have led to innovative co-creation practices.
  • Value from regulations: New EU regulations on data ownership in B2B and B2C markets offer the opportunity to improve data governance and lead to value co-creation.

Contributions are expected to be rigorously researched and provide new insights into the challenges and
opportunities presented by digital technologies and AI in the context of value co-creation. All submissions will undergo a peer review process, with accepted papers to be included in the conference proceedings published by Springer.

As with previous years, we are looking for early-stage research and will publish the proceedings with Springer again. Furthermore, we will use industry to set the scene and the context from their position and follow them with impactful academic presentations.

Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@HSLU.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Dr. Thierry Buecheler, Oracle, Zürich, thierry.buecheler@oracle.com
Special guest chair: Dr. Giulia Wally, Blekinge Institute of Technology, Sweden, giulia.wally.scurati@bth.se

Smart Services
Industry 4.0
Product-Service Systems
Value Co-creation
Service Quality
Service Science
Service Design

i. Write a short abstract: https://easychair.org/conferences/?conf=3s2024
ii. Short abstract submission: 1 July 2024
iii. Notification of acceptance: 14 July 2024
iv. Full paper submission: 14 September 2024
Acceptance of papers is based on the full paper (up to 12 pages in length, including references). All papers will be peer-reviewed and published by Springer.

There is no template for the abstract.
Word template for the papers: https://bit.ly/4aV5hRd
For initial submission, please submit only a PDF without author details.
For final submission, please submit both PDF and DOC versions.
Our conference will use APA style for references and papers will be limited to 12 pages.

The proceedings from 2023 will be published in June 2024.

Smart services with AI and own data – Service Lunch: „Eating, Learning, Networking“

Chris Bochsler from Cando uses a practical example in the field of energy management to show how AI enables new, smart services. Both customer documents and real-time data are linked to an LLM (RAG) in order to achieve even more relevant results. This with full consideration of data protection and privacy.


Key Speaker

Christoph B. Bochsler
Managing Partner
Cando

Online, Participants get an access link after registration.
25. April 2024, 11.45h – 12.15h

Brown bag lunch – (Please bring your own food)

Service Lunch: „Eating, Learning, Networking“

This talk gives an overview of how MYBLUEPLANET uses the ClimateActionsApp as a tool to ignite and track individual actions for a more sustainable way of living. MYBLUEPLANET is a Swiss NGO with the mission to take individual and collective action against climate change.


Key Speaker

Noah Gunzinger
Managing Director
MYBLUEPLANET

Online by Microsoft Teams, Participants get an access link after registration.
Registration is open until Monday, January 9th, 2024

MYBLUEPLANET: An association for climate protection in Switzerland

Service Lunch: “Eating, Learning, Networking” – Data Driven Innovation

In this short presentation, examples of applications of data in manufacturing companies will be shown along with some concrete examples together with the approach of how data was used to improve products and processes.
Key Speakers

Dr. Sebastian Domaschke
Managing Consultant

Dr. Christof Niemann-Mall
Senior Consultant

Registration is open until Thursday, September 28. Participants will receive an access link after registration. See also the flyer for more information.

Smart Service Summit: building resilience in a changing world

The volatility we have experienced recently was unexpected, and society needed to be sufficiently prepared. Unforeseen resource shortages, logistics and skilled people have further challenged our society. We see today that the markets are driven by the scarcity of resources rather than demand. Coupled with this is the need to integrate sustainability into our behaviour. All of this results in a wave of short-term and rushed management decisions that are not sustainable in the medium- and long-term and, in many cases, create unforeseen consequences that, on an individual basis, make sense yet, on a systemic basis, make the situation worse. 

It became evident that we need to be more resilient and able to deal with the changes our rapidly changing world throws at us. Resilience can be achieved by rapidly adapting to a dramatically changed situation (through resourcefulness, adaptability, and flexibility) (Conz & Magnani, 2020). Capacity increases can achieve this by improving the system’s ability to absorb shocks (e.g., by more redundancy, robustness, or agility). Smart services can provide the capability to adapt within ecosystems. By their inherent design of resource integration in socio-technical systems (Vargo et al., 2018), services systems build up the dynamic capabilities to rearrange existing resources for adapting to dynamically changing needs.

The smart services summit 2023 will be dedicated to the capability of smart service systems to support resilience and build sustainability. Contributions are welcome in the following fields:

  • How can smart services create value in dynamic ecosystems?
  • How can dynamic capabilities be developed?
  • How are resilience and sustainability in smart service systems interrelated?
  • How can resilience and short-term value optimisation go hand in hand?
  • What are practical examples and best practice experiences from companies?
  • What role does AI play in building resilience and helping with sustainability?

Contributions are invited both from practitioners and scholars. We prefer emerging work that will create discussions; the studies could be based on cases and theoretical frameworks. Accepted papers will be published in Springer proceedings as 12-page papers. 

Prof. Dr Shaun West and Dr. Jürg Meierhofer

Registration

Submissions

Submissions can be entered here: EASYCHAIR

Abstracts must be made using the abstract template: CLICK HERE.

Full papers must be submitted using the Springer Word Template: CLICK HERE.

All submissions will undergo a blind review process. Further information can be found here: https://www.springer.com/gp/authors-editors/conference-proceedings/conference-proceedings-guidelines

Publication

The proceedings will be published in by Springer

Prior versions: https://link.springer.com/book/10.1007/978-3-030-72090-2

The co-chairs may contact authors directly for inclusion in an MDPI special call on “Service Ecosystem: Resilience and Sustainability”.

Venue

The conference will be held in Zürich on 27 October 2023.

Contact

All questions about submissions should be emailed to:

Jürg Meierhofer, Lectuerer for Business Engineering and Operations Management (juerg.meierhofer@zhaw.ch),

Shaun West, Professor for Product-Service System Innovation (shaun.west@hslu.ch)

Sponsors

Home – Databooster

Zurich University of Applied Sciences/ZHAW

HSLU Hochschule Luzern – HSLU