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Expert Group Meeting Smart Services and Service Lunch: Data-Driven Innovation

By Jürg Meierhofer, ZHAW

On September 29, 2023, the Expert Group Smart Services held its first presence meeting since 2019 to discuss strategic topics for the Expert Groups in the upcoming years. There was broad agreement that service value creation using generative artificial intelligence has significant future potential and that there is a considerable need for research in this area. From the perspective of service value creation, embedding artificial intelligence in service concepts along the value chain and customer lifecycle represents a promising topic. Interestingly, the multidisciplinary perspectives of the Expert Group turned out to be relevant for successful projects, such as consumer and work psychology aspects, data analytics and data management, as well as business modelling.

The Expert Group’s strategic core team meeting was followed by a very inspiring presentation by Dr. Sebastian Domaschke from our member company eraneos ( The presentation showed by 3 impressive case studies how data could be used in practice to create business value. Many thanks to Sebastian!