Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with CERS, at Hanken School of Economics in Helsinki.

Professor Kowalkowski rapidly established himself as a leading authority in the field of B2B service strategy research and he focuses on service growth strategies, service innovation, and the interplay between digitization and servitization.

During the conversation, the two discuss a wide range of topics related to the growing trend towards servitization and how the pandemic has changed the approach to digital transformation among field service organisations.

Areas of discussion include: 

Has the Pandemic Killed Servitization? How Companies Can Align Remote and On-Site Service Delivery into Their Portfolio, The Difference between Customer Satisfaction, Customer Experience and Customer Success, The Rapid Evolution of Digital Transformation, Some of the Service Challenges Posed by the Pandemic Have Led to Positive Outcomes for Organisations, The Importance of the Customer Point of View when It Comes to Servitization, Has the Conversation Around Servitization Become More Mainstream? How Much Has the Pandemic Changed the Approach to Digital Transformation in Field Service Organisations