The Service of the Future
Digitisation, integrated business models, and sustainability
The business of customer service, lifecycle solutions, and spare parts is essential for manufacturers across all industries. Companies that prioritise aftersales and services consistently outperform their peers in profit and resilience, especially during crises.
At the Service Leaders Summit 2025 in Düsseldorf, which was supported by Deloitte, nearly 50 “service champions” came together for a fruitful exchange of experience and ideas — and several shared some of their insights in our exclusive interviews.
Learn more about their digital transformation journeys, future trends, the biggest challenges for European manufacturers up to 2030+, and priorities for staying competitive. Discover what’s nextin service for TGW Logistics, Burckhrardt Compression, Festo, Iveco and Viessmann Climate Solutions.
The following interviews were recorded during ISLA Service Leaders Summit 2025 in Dusseldorf.
What to do when success is no longer defined solely by product quality?
Marco Baffoni, VP Global Head of Customer Service, Business Unit Truck, Iveco
How will customers interact with you and what will their service experience be in 2030+?
David Bendien, Senior Vice President Lifetime Services, TGW Logistics
What are the priorities to become fit for 2030?
Danilo Werner, Vice President Europe Services Division, Burckhardt Compression
What are your key priorities to stay relevant and internationally competitive?
Christian Burdin, Head of Sales Operations Service and Support, Festo
What’s next in service excellence?
Marc Eckerhall, Executive Director Services & Aftermarket, Viessmann Climate Solutions
The following interviews were recorded during ISLA Service Leaders Summit 2024 in Vienna.
What are the biggest challenges for European Industrial manufacturing up to 2030+?
Maxime Deroch, President Services & Solutions Division, Manitou Group
How does service/after-sales contribute to tackle your key challenges?
Falk Seidenfaden, President, KSB SupremeServ
What are your company's priorities for staying competitive?
Antonio Faccio, Head of BU Sales & Service, GF Machining Solutions
What is your service strategy to support companies?
Dr. Alexandra Ottong, Global Head of Support, Bystronic
What are the biggest challenges for European Industrial manufacturing up to 2030+?
Carsten Winther Knudsen, Global Head of Supply Chain & Logistics (Service), Siemens Gamesa
The following interviews were recorded during ISLA Service Leaders Summit 2023 in Berlin.
Digitization in service – Do you already monetize digital services, or does it remain a pure cost play?
Maphrida Wehrli, Global OPEX Manager Field Service, and Urs Bührer, Head of Locistics Customer Service, Bühler
Service as separate vs. integrated business unit: Which trend do you observe for the future?
Mathias Lentfer, Vice President After Sales, Jungheinrich
How do you see the role of aftermarket/ service in making an impact with sustainability?
Suru Oruganti, Head of Strategy & Portfolio Management Service, Hitachi Energy
What business models should manufacturing companies consider in their digital transformation?
Jessica Poliner, President & Chief Executive Officer, relayr - a Munich Re company
Service as separate vs. integrated business unit: Which trend do you observe for the future?
Virve Viitanen, Head of Global Service Line, ABB Motion
How do you see the role of aftermarket/ service for making an impact with sustainability?
Marcin Rozanski, Aftermarket Leader, Global Marine, Rail and Air Cargo, Thermo King - Trane Technologies
Service as separate vs. integrated business unit: Which trend do you observe for the future?
Dr. Janina Beilner, Senior Vice President Education Services, Siemens Healthineers
