Article
The Service of the Future
Digitization, integrated business models, and sustainability
The business of customer service, lifecycle solutions, and spare parts has become an imperative for manufacturers from across all industries. Companies that focus on aftersales and services outperform their peers in terms of profit and resilience in times of crisis. Nearly 50 of such “service champions” gathered in Berlin at the Service Leaders Summit 2023, sponsored by Deloitte. There, we took the opportunity to interview some of them about their digital transformation in service, the trends they see for the future, and finally the key role of service in making our industries more sustainable. Listen to the insightful answers from Bühler, Hitachi Energy, and Jungheinrich.
“Digitization in service – Do you already monetize digital services, or does it remain a pure cost play?”
Maphrida Wehrli, Global OPEX Manager Field Service, and Urs Bührer, Head of Locistics Customer Service, Bühler
“Service as separate vs. integrated business unit: Which trend do you observe for the future?”
Mathias Lentfer, Vice President After Sales, Jungheinrich
“How do you see the role of aftermarket/ service in making an impact with sustainability?”
Suru Oruganti, Head of Strategy & Portfolio Management Service, Hitachi Energy
“What business models should manufacturing companies consider in their digital transformation?”
Jessica Poliner, President & Chief Executive Officer, relayr - a Munich Re company
“Service as separate vs. integrated business unit: Which trend do you observe for the future?”
Virve Viitanen, Head of Global Service Line, ABB Motion
“How do you see the role of aftermarket/ service for making an impact with sustainability?”
Marcin Rozanski, Aftermarket Leader, Global Marine, Rail and Air Cargo, Thermo King - Trane Technologies
“Service as separate vs. integrated business unit: Which trend do you observe for the future?”
Dr. Janina Beilner, Senior Vice President Education Services, Siemens Healthineers
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