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Schlagwort: Smart Services

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

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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.

Topics of Interest

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.

Registration

Summit Chairs

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

Keywords

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

Submission & Review Process

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.

Templates

  • 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.

Proceedings from 2024

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

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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.

Flyer

Lunch & Lecture: Behind the startup hype

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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

Bookings can be made until the 3rd of March 2024

Smart Service Summit: building resilience in a changing world

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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

Service Event: “Lernen, Netzwerken” – Contracts for Advanced Series

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Organized by the Smart Services Expert Group

Contracts for Advanced Series

A Playbook to Guide from Concept to Completion

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.

Please register at: https://ch.xing-events.com/digitalization_and_service
You can also find all relevant information in the flyer!

Smart Services Summit: Smart Services creating sustainability

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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.

The link to the prior proceedings is: https://link.springer.com/book/10.1007/978-3-030-97042-0

Call for participation

Enter your submission here: https://easychair.org/cfp/3S-2022

Summit Chairs

Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@HSLU.ch

Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch

Keywords

Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; Sustainanablty; Service Science; Service Design.

Submission procedure

Full paper submission: 11 September 2022

Acceptance of papers is based on the full paper (up to 8 pages). All papers will be peer reviewed.

Registration

Register for the event here: https://www.xing-events.com/5thSmartServicesSummit.html

Service Event: “Lernen, Netzwerken”

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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.

Please register at: https://ch.xing-events.com/digitalization_and_service
Number of places limited
You can also find all relevant information in the flyer!

Service Lunch: “Essen, Lernen, Netzwerken”

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Organized by the Smart Services Expert Group

Transformation des Servicegeschäftes von Schweizer Industriefirmen

COVID-19 hat in den letzten zwei Jahren Schweizer Industrieunternehmen vor enorme Herausforderungen gestellt. Der Servicebereich war besonders stark betroffen, da dieser auf persönliche Interaktionen mit Kunden angewiesen ist. Zugleich haben digitale Technologien das Servicegeschäft verändert.
Was sind nun die Auswirkungen dieser Entwicklungen auf Schweizer Industrieunternehmen? Wie könnten zukünftige Entwicklungen im Servicegeschäft aussehen? Lassen Sie uns das gemeinsam diskutieren.

Please register at: https://ch.xing-events.com/ServiceIndustry
Online by Microsoft Teams, Participants get an access link after registration
You can also find all relevant information in the flyer!

Service Lunch: “Essen, Lernen, Netzwerken”

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Organized by the Smart Services Expert Group.

10X-Service Design Lab
An accelerator for business development

Automotive industry is going through a digital transformation and striving to expand its business models into new mobility solutions. Their core product-driven business is expanding to service-orientated business models which requires a new set of expertise and capabilities. In his talk, Linus examines the possibilities to use service design in business development for human-centered accelerated decision-making by application of digital co-creation.

Please register at: https://ch.xing-events.com/10X-ServiceDesignLab
Online by Microsoft Teams, Participants get an access link after registration.
You can also find all relevant information in the flyer!

Smart Services Summit 2021

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Smart Services supporting the new-normal

Register to the event here!

Following on from the Summit in 2020, where the focus was on digital as an enabler for smart services, this year
we want to focus on how Smart Services have allowed firms to adapt in the COVID-19 pandemic. Examples of
remote and collaborative working have created new forms of co-delivery where customers are integrated into the
service processes. Such a change requires a mindset change for more traditional firms as the service model
migrates from ‘do it for you’ to ‘do it yourself’ or some mix of ‘do it together’. Considering service science, the
switch makes perfect sense as it means that the full set of resources within the ecosystem are now being used
rather than only a part. Services can be delivered faster and at lower costs with the support of new technologies
and when working with the customer in a co-delivery mode. The changes are leading to new value propositions
and business models today and will lead to an evolution in Smart Services in the future. The changes themselves
must be understood, and we may need to consider new or different implementation and delivery models for
Smart Services. These new working approaches may also requite use to re-evaluate both training and education.

The summit in 2021 aims to assess new and emerging services that are enabled by technology and where the
services are co-delivered to support the emerging new-normal. In doing so, we hope to answer some of these
questions:
… how is the service quality 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?

The pre-COVID19 context and the challenges faced should, where possible, be described so that the initial state
can be clearly understood. Although the focus will be on COVID-19 and its impact on Smart Services, papers on
emerging research on the full lifecycle (e.g, pre-sales, sales, delivery etc.) of Smart Services remain appreciated.
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 will have a physical summit in Zürich!

Location
Hotel Belvoir (LINK)
Säumerstrasse 37
8803 Rüschlikon, Zürich

Covid:
Covid certificate will be checked, please see HERE

Summit Chairs
Prof. Dr. Shaun West, Hochschule Luzern, shaun.west@hslu.ch
Dr. Jürg Meierhofer, ZHAW School of Engineering, juerg.meierhofer@zhaw.ch
Utpal Mangla, VP and Senior Partner in IBM Services

Keywords
Smart Services; Industry4.0; Product-Service Systems; Value Co-creation; Service Quality; COVID-19; Service
Science; Service Design.

Submission procedure
i. Write a short abstract: https://bit.ly/3u73P8O
ii. Short abstract submission: 2 July, 2021 to https://bit.ly/2S8kJ9L
iii. Notification of acceptance: 16 July, 2021
iv. Full paper submission: 31 August, 2021
Acceptance of papers is based on the full paper (up to 8 pages). All papers will be peer reviewed.

Proceedings from 2020
The proceedings from 2020 will be published in June 2021 (https://www.springer.com/gp/book/9783030720896).

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