Am 27.11.25 lädt der Schweizer Service Verband (SKDV) im Rahmen der maintenance Schweiz zu einem spannenden Fachnachmittag rund um die Zukunft des Service-Managements ein.
Um 13:30 Uhr eröffnet Tom Felber, Head of Global Service bei Hoval und Bildungsgangleiter der Fachschule für Technischen Kundendienst, mit seinem Vortrag „Maintenance trifft Management: Führungskompetenz im Service gezielt entwickeln“. Er zeigt auf, wie gezielte Leadership-Kompetenzen die Servicequalität und Mitarbeitermotivation nachhaltig steigern können. Anschliessend, um 14:15 Uhr, folgt ein weiterer Höhepunkt: „KI im Kundenservice & in der Instandhaltung – klar, effizient und machbar“. Dieser Beitrag beleuchtet praxisnahe Einsatzmöglichkeiten von künstlicher Intelligenz, die heute schon Prozesse vereinfachen, Reaktionszeiten verkürzen und den Kundennutzen erhöhen.
Ort: Messe Zürich – maintenance Schweiz Organisator Vorträge: Schweizer Service Verband SKDV zusammen mit der Expert Group Smart Services der data innovation alliance Eintritt: im Rahmen der Messe kostenlos über diesen Link:
Vom 26. – 27. November 2025 findet die 5. Ausgabe der PUMPS & VALVES in Zürich statt. Die Fachmesse präsentiert Ihnen Produkte und Lösungen rund um die Themen Pumpensysteme, Ventile, Antriebstechnik, Industrie-Armaturen, Anlagentechnik, Dichtungen, Dichtungssysteme, Filter, Filtersysteme und Rohrleitungen.
Die Expert Group Smart Services ist Teil eines Beitrages zu den regulatorischen Rahmenbedingungen für den digitalen Produktpass (DPP). Erkenntnisse und Erfahrungen aus Pilotprojekten verschiedener Industriesektoren werden geteilt, wobei ein besonderes Augenmerk auf einem Pilotprojekt auf der Basis eines Kompressorenventils liegt. Konkrete technische Lösungsansätze zur Umsetzung eines digitalen Produktpasses werden demonstriert und Chancen für zusätzliche Wertschöpfung und Produktverbesserungen aufgezeigt. Abgerundet wird dieser Anlass durch Jürg Meierhofer (ZHAW), der Einblicke in ökonomische und ökologische Wertschöpfungspotenziale durch zirkuläre Smart Services auf Basis des DPP gibt.
Registrieren Sie sich mit einem Gratisticket für die Messe mit folgendem Link
Manufacturing data is most valuable when it creates connections across systems and companies. This lunch shows how MES can leverage data from ERP and shopfloor levels to enable collaboration & transparency in production. Using the EuProGigant “Part Matching” use case, Clemens Neuwirth illustrates how shared data can unlock new efficiencies and value creation within manufacturing networks.
Clemens Neuwirth Team Lead Digital Enterprise Core Consulting & Engineering concircle Schweiz AG
Online, Participants get an access link after registration. Number of places limited.
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.
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.
14.07.2025 – Abstract Submission Deadline 21.07.2025 – 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.
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.
A convincing idea, substantial investment from third parties, the business takes off and is ultimately sold at top prices. The start-up sector is hip and successful. At the same time, consulting and support formats for founders are booming.
But how many start-ups actually survive? What does it mean to get external capital on board? And what promising strategies are there that do not rely on rapid growth and high levels of outside capital?
Key Speaker
Dr. Gabriele Schwarz Founding partner Innovista Management and consultant Digital Innovation
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.
When selling advanced services, the conceptual and contractual complexities of such contracts are all too often underestimated. Experience shows that this is especially true when selling into traditional B2B markets.
As the adoption of Smart Services continues to accelerate, we see an opportunity to apply the emerging technology to provide new value propositions and business models that provide tangible sustainability outcomes that help us and the planet. In 2021 we held the Smart Service Summit “in person” at a fantastic location overlooking the lake of Zurich. The focus was on the impact of COVID-19, and in hindsight, we were between two outbreaks. This year we would like to leave COVID-19 behind us and look to build a brighter future. We are this year going to focus on sustainability as we think it is time to give equal weight to the social, economic, and environmental aspects of sustainability.
The summit in 2022 aims to assess new and emerging services that are enabled by technology and where the services are co-delivered to support sustainability. In doing so, we hope to answer some of these questions:
how is the service quality and value impacted through digital technologies?
how can you transform the customer (or a third party) into a service partner?
how does collaborative working impact value co-creation?
what is the impact of smart services on customer experience?
how does the nature of the service delivery change?
how can organizations be enabled to foster digital value co-creation?
All of the papers should consider one or more of the three pillars of sustainability (i.e., social, economic, and environmental). This is important as this consideration will allow us to build a sustainable future.
As with previous years, we are looking for early-stage research and will again publish the proceedings with Springer. Furthermore, we will use industry to set the scene and the context from their position and follow them with impactful academic presentations. We anticipate that we will have a physical summit in Zürich!
All papers will undergo a blind peer-review process. The articles will be published again with Springer. Accepted papers will be presented in person in Zurich.
Organized by the Smart Services and Smart Maintenance Expert Groups
Showcase Kistler & Digitalization
In this afternoon event, we will introduce the digitalization initiatives of Kistler and then focus on the digital service initiatives with a focus on pilot projects in various fields of advanced services. The event will be rounded off with a presentation of a turn-key solution by Kistler innovation lab and digital hub, followed by a tour around the company and apéro.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Immer aktiv
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.
