EDORER MASTERCLASS  > INTELLIGENT AUTOMATION, AI & SERVICE ROBOTS

INTELLIGENT AUTOMATION, AI & SERVICE ROBOTS

Implications for Customer Service & Service Strategy

01 May 2024, 07:00 AM GMT | 12:30 PM IST

Masterclass by
Prof. Jochen Wirtz
World Leader in Service Marketing & Management
Vice Dean, MBA Programmes
Professor of Marketing, NUS Business School,
National University of Singapore, Singapore

What you will learn:

– This masterclass is for UG/PG students and it unveils the potential of AI and automation in Customer Service and Service strategy.
– This masterclass discusses the strategic implications the Service Revolution will have on virtually any service business.
– Understand the key dynamics of intelligent automation (ie AI, genAI, service robots, and other new technologies).
– Know the three main dimensions that determine whether a service can be automated.
– Appreciate the power of end-to-end automated service processes.
– Know the seven dramatic implications for the service sector and firms operating in it.
– After this eye opening session students will be motivated to work in the right direction, excel in their career and live their dream life.
– This is a masterclass that no student or teacher can afford to miss.

FREE Masterclass, Open to All
University students, teachers, enthusiasts, etc

90 Mins Session, 30 Mins Q&A
Session is followed with an AMA with the speaker

Certificate of Participation
For all participants

About the Speaker

Prof. Jochen Wirtz is Vice Dean, MBA Programmes and Professor of Marketing at NUS Business School, National University of Singapore. A leading authority on services marketing and management, his research on service marketing and management, intelligent automation, AI, robotics, platform business models, corporate digital governance, and cost-effective service excellence has been published in over 200 academic journal articles (incl. 6 features in Harvard Business Review).
Prof.  Jochen Wirtz is also a global best-selling author of over 20 books, including Services Marketing – People, Technology, Strategy (9th edition) and Essentials of Services Marketing (4th edition), that have been translated and adapted for over 26 countries and regions, with combined sales of over 1 million copies.
In recognition of his excellence in research, teaching, and executive education, Professor Wirtz has received over 60 awards, including the Christopher Lovelock Career Contributions to the Services Discipline Award in 2019 (the highest recognition of the American Marketing Association service community).
Jochen is an active keynote speaker and management consultant, having worked with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms in the areas of strategy, innovation, business development, and customer centricity. He has been involved in a number of start-ups too.

Sample Certificate of Participation

INTELLIGENT AUTOMATION, AI & SERVICE ROBOTS

Implications for Customer Service & Service Strategy

01 May 2024, 07:00 AM GMT | 12:30 PM IST

Masterclass by
Prof. Jochen Wirtz
World Leader in Service Marketing & Management
Vice Dean, MBA Programmes
Professor of Marketing, NUS Business School,
National University of Singapore, Singapore

What you will learn:

– This masterclass is for UG/PG students and it unveils the potential of AI and automation in Customer Service and Service strategy.
– This masterclass discusses the strategic implications the Service Revolution will have on virtually any service business.
– Understand the key dynamics of intelligent automation (ie AI, genAI, service robots, and other new technologies).
– Know the three main dimensions that determine whether a service can be automated.
– Appreciate the power of end-to-end automated service processes.
– Know the seven dramatic implications for the service sector and firms operating in it.
– After this eye opening session students will be motivated to work in the right direction, excel in their career and live their dream life.
– This is a masterclass that no student or teacher can afford to miss.

FREE Masterclass, Open to All
University students, teachers, enthusiasts, etc

90 Mins Session, 30 Mins Q&A
Session is followed with an AMA with the speaker

Certificate of Participation
For all participants

About the Speaker

Prof. Jochen Wirtz is Vice Dean, MBA Programmes and Professor of Marketing at NUS Business School, National University of Singapore. A leading authority on services marketing and management, his research on service marketing and management, intelligent automation, AI, robotics, platform business models, corporate digital governance, and cost-effective service excellence has been published in over 200 academic journal articles (incl. 6 features in Harvard Business Review).
Prof.  Jochen Wirtz is also a global best-selling author of over 20 books, including Services Marketing – People, Technology, Strategy (9th edition) and Essentials of Services Marketing (4th edition), that have been translated and adapted for over 26 countries and regions, with combined sales of over 1 million copies.
In recognition of his excellence in research, teaching, and executive education, Professor Wirtz has received over 60 awards, including the Christopher Lovelock Career Contributions to the Services Discipline Award in 2019 (the highest recognition of the American Marketing Association service community).
Jochen is an active keynote speaker and management consultant, having worked with international consulting firms, including Accenture, Arthur D. Little and KPMG, and major service firms in the areas of strategy, innovation, business development, and customer centricity. He has been involved in a number of start-ups too.

Sample Certificate of Participation

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