Creating Value Through Customer Services Conference - ABB - Internet of Things, Services and People, Enabling Next Level Services
Duration: 10 mins 50 secs
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| Description: | Conversation with Christopher Ganz, Group Service R&D Manager, ABB about his keynote presentation during 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 11:27 |
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| Collection: | Cambridge Service Alliance |
| Publisher: | University of Cambridge |
| Copyright: | Angela Walters |
| Language: | eng (English) |
| Distribution: |
World
(downloadable)
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| Keywords: | ABB; Internet of Things; Servitization; |
| Explicit content: | No |
| Abstract: | The theme of the ABB presentation was the IoT, but they argued that you need IoT, People and Services. People play a part in systems and you have to think about how you create value from the entire suite of things.
In an extract from the podcast we hear Christopher say: “We call this the internet of services because it might be people from different organisations that are providing services to the end customer or it might be the customer himself; properly designed interactive services are the part that brings most value to the customer. We ensure they always get the right person on the call, or to visit their site because the experts who looked at the data in the cloud, have already agreed whose problem it was, and who has to take which part aside and install it on site. “It is a time of change and I am excited about seeing this and shaping this, maybe others are scared because the outcome is not totally clear to everybody, but it is a journey that has started and we have to see where it is going to. “The customer value is very important. If you cannot explain to customers, the value of what they are doing they will never understand that it makes sense to give you data or sign a service contract or do business with you. In the end it is always collaboration between us, the partners and the customer. We want everybody to see that we are all part of the system and happy to help.” |
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