BIT Conference 2018

The Easton Technology Management Center and The SDA Bocconi School of Management


The Services Revolution 

Industrialization, Experience and Technology

July 19-20

UCLA Anderson School of Managment

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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 will explore the changes that are occurring for services at the company and sector level. It will draw 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 will focus on companies and sectors. Speakers, panelists and conference participants will discuss 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 will be directed towards academic approaches to these issues, and the methods, frameworks and analytics that are being developed to support best practices.


Featured Speakers

Jeffrey Benabio, Director, Healthcare Transformation, Kaiser Permanente

Walter Ganz, Business Unit Leader, Service and Personnel, Fraunhofer Institut IAO, Stuttgart

Jim Spohrer, Director, Cognitive OpenTech, IBM

Massimo Comparini, CEO, e-geos; Director Line of Business GeoInformation, Telespazio (Leonardo); Chairman, EarthLab Luxembourg; and Chairman, Space Innovation in Italy, Italian Space Technology Platform

Kris Singh, President & CEO, SRII

Severino Meregalli, Associate Professor, Practice of Information Systems, SDA Bocconi School of Management

Craig Stuart, SVP, Strategy, Transaction Banking, Wells Fargo Bank

Mirco Bettelini, Ferrovie dello Stato Italiane

Brett Crosby, COO & Co-Founder,

Lolita Wang, VP, Product Management Manager, Wells Fargo Bank



Who Should Attend

The conference will appeal to managers responsible for developing and implementing strategies and solutions to address the fast changing competitive environment, especially where the interactions with their customers are becoming more important. The conference will also be of interest to academicians interested in the current issues facing managers, who wish to share and discuss ongoing research into those issues. The larger service networks have implications for urban and regional governments.


Registration Information

Registration fees are $250 for the two days, and $150 for one day. Discounts are available for groups and full-time academics. 

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Conference Venue and Schedule

The conference will be held at the UCLA Anderson School of Management in the Anderson Complex on the UCLA campus at 110 Westwood Plaza. The exact room location will be announced later. The conference will be held on Thursday and Friday, the 19th and 20th of July from 9am to 5pm. There will be a reception on the first evening. The detailed schedule of speakers, panels and presentations will be posted closer to the conference dates. A broad outline of the conference is as follows:

Thursday, July 19

9:00 - 9:15 a.m. Welcome


9:15 - 10:15 a.m. Keynote Speaker


10:15 - 11:15 a.m. Plenary Speaker


11:15 - 12:15 p.m. Plenary Speaker


12:15 - 1:45 p.m.

Lunch and Networking


1:45 - 2:45 p.m. Plenary Speaker


2:45 - 3:45 p.m. Panel: Finance


3:45 - 4:45 p.m. Panel: Entertainment



Friday, July 20

9:00 - 10:00 a.m. Keynote Speaker


10:00 - 11:15 a.m. Plenary Speaker


11:00 - 12:00 p.m. Plenary Speaker


12:00 - 1:30 p.m.

Lunch and Networking


1:30 - 2:30 p.m. Plenary Speaker


2:30 - 3:30 p.m. Panels & Papers

*Schedule subject to change


Conference Organizers

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

Conference Hosts:

Dr. Vandana Mangal, Executive Director, Easton Technology Management Center at UCLA Anderson; Co-Director, BIT 
Prof. John Blevins, Faculty Director,  Easton Technology Management Center at UCLA Anderson


Organizing Committe

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


Conference Sponsors