The recent instalment of our Future of Service series, hosted at Jaguar Land Rover in Solihull, showcased the disruptive forces of technology and artificial intelligence (AI) that are reshaping service and customer experience. This event brought together numerous clients and partners, providing a platform to delve into the challenges and opportunities that lie ahead. The insightful talks by Professor Nick Rich and Chris Hallmark from Gobeyond Partners shed light on the transformative potential of service and the profound impact of AI on industries and established business practices.

Beyond the Factory: Rethinking the operating model

Professor Nick Rich, a renowned expert in Socio-Technical Systems Design from Swansea University Business School shared valuable insights into how the automotive sector can learn from the service sector. He highlighted innovations in service provision that are revolutionising the design and management of service organisations. The discussion revolved around fundamental changes in operating models, such as subscription-based models for manufactured items, enabling a more customer-centric approach and the capture of valuable user data. These changes have the power to reshape how companies think about making profits and how they manufacture products. It highlights the importance of being agile and adaptable in the face of these transformations and having processes in place to respond.

Generative AI Unleashed: Revolutionising Customer Journey, CX and the Future of Business

Chris Hallmark, the Managing Director of Transformation Design at Gobeyond Partners, tackled the topic of generative artificial intelligence (AI), focusing on its transformative potential and its impact on customer experience and productivity. The audience engaged in a thought-provoking debate on the various applications, challenges, and ethical considerations surrounding generative AI. The rapid development of this technology has left regulators playing catch-up, prompting the industry to take responsibility for establishing ethical guidelines governing its use across organisations.

A Journey into Jaguar Land Rover

As part of the event, participants had the unique opportunity to experience Jaguar Land Rover's renowned expertise first-hand. Divided into two groups, they tested the capabilities of the Land Rover Discovery and Defender in off-road conditions, witnessing the vehicles' exceptional performance. Additionally, attendees embarked on a factory tour, gaining insights into the technological advancements and human ingenuity behind the manufacturing process. Witnessing a Land Rover fresh off the production line.

The event concluded with a summary by Mark Palmer, Gobeyond Partners, Senior Advisor who commented on his hope the event has provided a glimpse into the transformative technologies and customer experience trends that will shape the future. With experts sharing their knowledge and experiences, attendees gained valuable insights into the potential of the service sector, the impact of generative AI, and the innovative practices of Jaguar Land Rover. As we move forward, it is crucial for organisations to embrace these changes and leverage them to deliver exceptional service and customer experiences.

The Future of Service series has been a platform for insightful discussions and exploration of emerging trends. Previous events in the series, such as the Future of Service Conference and The Future of Service Forum, have provided valuable perspectives on achieving peak performance using data and technology , driving digital adoption and creating the workplace of the future. To learn more about these events, check out the corresponding articles on our website.