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.
Each year such “service champions” gather at the Service Leaders Summit from ISLA, sponsored by Deloitte. ISLA is an international network of professionals dedicated to Customer Service, Lifecycle Solutions, and Service Logistics.
At the past two Service Leaders Summits we took the opportunity to interview some of these “service champions” 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, Jungheinrich, Siemens Gamesa and many more.
Maxime Deroch, President Services & Solutions Division, Manitou Group
Falk Seidenfaden, President, KSB SupremeServ
Antonio Faccio, Head of BU Sales & Service, GF Machining Solutions
Dr. Alexandra Ottong, Global Head of Support, Bystronic
Carsten Winther Knudsen, Global Head of Supply Chain & Logistics (Service), Siemens Gamesa
Maphrida Wehrli, Global OPEX Manager Field Service, and Urs Bührer, Head of Locistics Customer Service, Bühler
Mathias Lentfer, Vice President After Sales, Jungheinrich
Suru Oruganti, Head of Strategy & Portfolio Management Service, Hitachi Energy
Jessica Poliner, President & Chief Executive Officer, relayr - a Munich Re company
Virve Viitanen, Head of Global Service Line, ABB Motion
Marcin Rozanski, Aftermarket Leader, Global Marine, Rail and Air Cargo, Thermo King - Trane Technologies
Dr. Janina Beilner, Senior Vice President Education Services, Siemens Healthineers
The following interviews were recorded during ISLA Service Leaders Summit 2023 in Berlin.