Smart Services Summit

Proceedings of the Sixth Conference, held in Zurich, Switzerland in October 2024

By: Shaun West (Editor), Jürg Meierhofer (Editor), Thierry Buecheler (Editor), Giulia Wally Scurati (Editor)

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eText | 15 May 2025

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This book presents up-to-date descriptions of smart service innovations in industry, supported by new scientific approaches. It summarizes the outcomes of the sixth Smart Services Summit, held in Zurich, Switzerland in October 2024, which primarily focused on digital co-creation in the smart services era and the transformative power of digital technologies and artificial intelligence in service ecosystems.

The book explores the dynamics of value co-creation and examines how digital tools and artificial intelligence are enhancing interactions between service providers and consumers to innovate and improve service delivery. It covers a range of pertinent topics including the automation of customer engagement, the role of data analytics in understanding value perception, and the ethical considerations of AI in services. It also presents case studies that illustrate successful applications of AI in service design, offering readers a comprehensive view of how these technologies are fostering innovative co-creation practices.

With contributions from leading academics and industry experts, this publication is essential for anyone interested in the future of service industries. It provides a scholarly yet accessible examination of how digital tools are not only reshaping service interactions but also establishing new paradigms for business and customer experiences in the digital age.