The Future of Service: How to achieve peak performance using data and technology
We recently hosted the latest instalment in our Future of Service series for 2022, our first in-person event since the pandemic, and it was fantastic to see so many new and well-known peers.
The Future of Service explores how to deliver both an operating model and workplace that are fit for the rapidly evolving environment faced by organisations across the globe.
This latest event involved plenty of thought leadership and networking for all who attended, with an action-packed agenda driven by industry experts that provided an invaluable learning experience from beginning to end.
In the event, hosted at the Alliance Manchester Business School (AMBS), we discussed multiple thought-provoking topics surrounding the very prevalent topic of making best use of data and technology; namely:
- How to achieve peak performance using data and technology’,
- What football data can teach us about performance
- Using data to create game-changing teams and cultures
- Artificial intelligence and your organisation
Our first speaker of the day, Diane Modahl MBE, CEO of the Diane Modahl Sports Foundation and Non-Executive Director of the Commonwealth Games England gave a particularly engaging talk on how to achieve peak performance using data and technology. Diane delivered a motivational speech about her own story of growing up in Manchester and eventually emerging as one of Britain’s top 800m runners as a 20 year-old in 1986, winning the AAA Championships and going on to win a silver medal at the 1986 Commonwealth Games. Diane discussed her journey and how her coach used data to influence the amount of training she would need to improve and succeed.
Diane was followed by Orbay Unsoy, Head of Research and Data at Blackpool Football Club and PhD candidate at The University of Manchester, who gave an insightful and impressive session about what football data can teach us about performance. Orbay gave an overview of Blackpool FC from its founding in 1887 to its promotion back into the Championship via winning in the League One play-off in season 2020/21. Orbay then delved into the data and analytics of the club and how they have been using statistics in recent years to measure success, monitor performance and to drive player recruitment decisions.
After the lunch break, there was a talk from Simon Etherington, Chief Strategist and Implementer at the Game Changer Index, and Mark Bilney, Managing Director, Organisational Excellence at Gobeyond Partners about using data to create game-changing teams and cultures. This included an exceptionally perceptive discussion from Simon about the Game Changer Index which measures a person’s personality and work style based on the business cycle. Simon also defined the main issues that an organisation face being process, technology and people. Simon involved the audience through comparing their GC Index’s and covering questions such as what of the three issues they face the most as a company.
Following the session on the Game Changer Index, there was a compelling discourse on artificial intelligence and your organisation from Nikolay Mechandjiev, Professor of Enterprise Information Systems at The University of Manchester and Chris Bryson, Managing Director, Global Analytics at Gobeyond Partners. Nikolay and Chris covered the latest application of artificial intelligence in areas such as driverless cars, wellbeing and engagement, content development, food safety, before looking at the risks associated with AI and data usage.
The day concluded with the audience split into three groups across separate activities; there was a think-tank discussion on customer experience vs employee experience delivered by Gobeyond Partners CEO, Mark Palmer, a tour of the near 200-year-old University of Manchester campus hosted by AMBS students and an immersive experience in the data visualisation observatory where attendees received an insight into data usage and model building. The groups all rotated to allow them to experience each session.
Within Gobeyond Partners, we have a proven method for delivering operating model re-design across multiple sectors. We support clients with their digital journey – development and help to solve complex customer journey challenges, combining deep sector expertise with an award-winning approach to client service and value. Discover more about the work we do in our service portfolio.
To read about our previous online events in The Future of Service series, check out our articles on The Future of Service Forum: Driving digital adoption and The Future of Service Forum: Creating the workplace of the future.