Conference Agenda

Session Overview
HSS Auditorium
 
Date: Friday, 19/Jul/2019
8:15am
-
8:30am
Opening Address
HSS Auditorium
8:30am
-
9:15am
Keynote 01: Mun Leong Liew
HSS Auditorium
 

Managing Quality Service in an International Air Hub – The Changi Airport Experience

Presenter: Mun Leong Liew

Authors: Mun Leong Liew

9:15am
-
10:00am
Keynote 02: Campbell Wilson
HSS Auditorium
 

Singapore Airlines’ Digital Transformation Journey

Presenter: Campbell Wilson

Authors: Campbell Wilson

1:15pm
-
2:00pm
Keynote 03: Pascal Bornet
HSS Auditorium
 

Applying Enterprise Artificial Intelligence to Service

Presenter: Pascal Bornet

Authors: Pascal Bornet

2:00pm
-
2:45pm
Keynote 04: Dave Gledhill
HSS Auditorium
 

Reimagining Banking: Journey of the World’s Best Bank*

Presenter: Dave Gledhill

Authors: Dave Gledhill


 
Date: Saturday, 20/Jul/2019
8:30am
-
9:15am
Keynote 05: Wolfgang Ulaga
HSS Auditorium
 

Monetizing Data: A Roadmap for Mastering Data-Driven Service Growth

Presenter: Wolfgang Ulaga

Authors: Wolfgang Ulaga

9:15am
-
10:00am
Keynote 06: Kapil R. Tuli
HSS Auditorium
 

Transitioning from Social to Social Commerce

Presenter: Kapil R. Tuli

Authors: Kapil R. Tuli

1:15pm
-
2:00pm
Keynote 07: Ming-Hui Huang
HSS Auditorium
 

The Feeling Economy: Managing Service in the Next Generation of AI

Presenter: Ming-Hui Huang

Authors: Ming-Hui Huang

2:00pm
-
2:45pm
Keynote 08: John Bateson
HSS Auditorium
 

Services Research and the Aging Population:Threat or Opportunity

Presenter: John Bateson

Authors: John Bateson


 
Date: Sunday, 21/Jul/2019
8:30am
-
9:15am
Keynote 09: Avi Liran
HSS Auditorium
 

Delightful Employee Experiences

Presenter: Avi Liran

Authors: Avi Liran

9:15am
-
10:00am
Keynote 10: Anat Rafaeli
HSS Auditorium
 

Emotion in Service Operations: New Technological Opportunities

Presenter: Anat Rafaeli

Authors: Anat Rafaeli

11:30am
-
12:15pm
Keynote Panel: Paul Jones, Ron Kaufman, Jochen Wirtz
HSS Auditorium
 

Staging a Service Revolution: Turnaround, Innovation & Differentiation

Presenter: Keynote Panel

Authors: Paul Jones, Ron Kaufman, Jochen Wirtz