Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Prof Dr. Shaun West, Professor for Product-Service System Innovation at the University of Lucerne.

Prof Dr. West has recently published, with Paolo Gaiardelli and Nicola Saccani, ‘Modern Industrial Services – A Cookbook for Design, Delivery, and Management’, which illustrate the service challenges and provides an actionable change management roadmap for businesses.

During the discussion, Prof Dr. West provides some insights into his book and discusses with Kris a wide range of topics related to servitization and advanced services.

In this excerpt, the two focus on the vital role of co-creation to achieve successful servitization and, how without some level of co-creation, there are risks involved for the customer.