BIT Conference 2018

The Easton Technology Management Center and SDA Bocconi School of Management


The Services Revolution

Industrialization, Experience and Technology

July 19–20, 2018
UCLA Anderson School of Managment

All major world economies are dominated by services in terms of economic value (GDP) as well as the share of employment and wages. In the last few years, technological changes are affecting many service sectors in dramatic ways, in terms of industrialization, productivity changes, new and innovative services, and the creation of novel types of experience. New technologies, including AI, IoT, data analytics and new interfaces and devices, are affecting both the creation and delivery in every service sector including financial services, telecom, entertainment, online services (consumer and B2B), ecommerce and government. Many of these sectors are already being radically altered or disrupted, and there are significant changes in the nature of competition, organizational structure, employment, trade, investments and wage patterns. This is truly an industrial revolution for services. However, while the biggest changes for manufacturing were in factories, services are affected in both the back-room and the "front office." The interface with the customer and customer experience remain crucial for competitive success.

For product sectors too, service concepts are rising in importance because of the growth of "servitization" and its variants. An extreme form is XaaS — everything as a service. Transformation to a service is already a reality for many software products. It is a growing part of the future for the automotive sector and for home security and energy. It is likely that the lines between product and service sectors will continue to blur.

This conference explored the changes that are occurring for services at the company and sector level. It drew together industry and academic perspectives on the restructuring of sectors, the major trends that are visible, and the further changes and disruptions that are likely to occur over the next decade, with their implications for industries, firms, jobs and wages. The first day focused on companies and sectors. Speakers, panelists and conference participants discussed how technology driven industrialization and innovation will determine winners in the evolving competitive landscape for services and the strategies are emerging to cope with rapid change. The second day of the conference was directed towards academic approaches to these issues, and the methods, frameworks and analytics that are being developed to support best practices.


Conference Venue and Schedule

Room A201

Thursday, July 19

9:00 – 9:15 a.m. Welcome
  Enzo Baglieri, Director of the Executive MBA, SDA Bocconi School of Management
9:15 – 10:15 a.m. Keynote Speaker
Severino Meregalli, Associate Professor, Practice of Information Systems, SDA Bocconi School of Management
10:15 – 11:15 a.m. Plenary Speaker
Massimo Comparini, CEO, e-geos; Director of Line of Business GeoInformation, Telespazio (Leonardo)
11:15 a.m. – 12:15 p.m. Plenary Speaker
Jim Spohrer, Director of Cognitive OpenTech, IBM
12:15 – 1:45 p.m. Lunch and Networking (North Terrace)
1:45 – 2:45 p.m. Keynote Speaker
Jeffrey Benabio, Director of Health Care Transformation, Kaiser Permanente
2:45 – 3:45 p.m. Panel: Finance
Donald Chapman, Chief of Business Development, Modo
Richard Hernandez, Chief of Staff & Director of Strategy, PeerStreet
Ynon Ravid, Co-Founder and CEO, Albert
Craig Stuart, SVP of Strategy – Transaction Banking, Wells Fargo

Moderator: Lolita Wang, VP of Product Management, Wells Fargo
3:45 – 4:45 p.m. Panel: Entertainment

Gigi Johnson , Executive Director, Maramel Institute; Executive Director, UCLA Center for Music Innovation
James Toney, SVP of Innovation, 20th Century Fox
Lena Wasikowski, VP of Global Client Servicing, Warner Bros. Entertainment

Moderator: Jay Tucker ('09) , Executive Director, UCLA Anderson Center for MEMES

4:45 – 5:45 p.m. Networking Reception (B209, Executive Dining Room)


 Room A201

Friday, July 20

9:00 – 9:10 a.m. Welcome

Vandana Mangal, Executive Director, Easton Technology Management Center, UCLA Anderson

9:10 – 10:10 a.m. Keynote Speaker

Kris Singh, President and CEO, SRII

10:10 – 11:10 a.m. Plenary Speaker

Stefano Casalegno, Head of Data Modeling and Analysis, Ferrovie dello Stato Italiane S.p.A

11:10 a.m. – 12:10 p.m. Panel: Health Care
Nate Beyor, Venture Architect Director, BCG Digital Ventures
Charles Huang
, Co-Founder and CEO,

Moderator: Jennifer McCaney, Director, UCLA MedTech Innovator; Assistant Professor, UCLA David Geffen School of Medicine
12:00 – 1:30 p.m. Lunch and Networking (B209, Executive Dining Room)
1:30 – 2:30 p.m. Plenary Speaker
Sal Agnihothri, Professor of Operations Management, SUNY at Binghamton University
2:30 – 3:30 p.m. Panel: User Experience

Enzo Baglieri, Director of the Executive MBA, SDA Bocconi School of Management
Skot Carruth, CEO and Designer, Philosophie Group Inc.
Simon Croom, Professor, Supply Chain Management, University of San Diego

Moderator: Vandana Mangal, Executive Director, Easton Technology Management Center, UCLA Anderson

*Schedule subject to change


Conference Organizers

Enzo Baglieri, Professor of Operations and Management, SDA Bocconi 
Uday Karmarkar, Distinguished Professor of Decisions, Operations and Technology Management, UCLA Anderson; Founder & Co-Director, BIT; L. A. Times Chair in Technology and Strategy

Conference Hosts:

Vandana Mangal, Executive Director, Easton Technology Management Center, UCLA Anderson; Co-Director, BIT 
John Blevins ('11), Faculty Director, Easton Technology Management Center, UCLA Anderson


Organizing Committe

Uday Apte, Distinguished Professor, Naval Postgraduate School
Luis Araujo, Professor, Manchester Business School
Sergio Cavalieri, Professor, Faculty of Engineering, Università di Bergamo
Simon Croom,  Professor, School of Business Administration, University of San Diego
Bo Edvardsson, Vice Rector and Professor, Karlstadts University
Walter Ganz, Business Unit Leader, Service and Personnel, Fraunhofer Institut IAO, Stuttgart
Paul Maglio, Professor, School of Engineering, UC Merced; Editor-in-chief, INFORMS Service Science
Gianmaria Martini, Professor, Faculty of Engineering, Università di Bergamo
Cristina Mele, Professor, Department of Management, Università di Napoli
Francesco Polese, Università di Salerno, Department of Management
Guillaume Roels, Professor, INSEAD, France 
Giuseppe Soda, Dean, SDA Bocconi School of Management
Jim Spohrer, Director, Cognitive Opentech Group, IBM Research Almaden
Gianmario Verona, Rector, TIM Chair of Innovation Management, Bocconi University
Darina Genina, Program Coordinator, Easton Technology Management Center, UCLA Anderson School of Management


Conference Partners