“It is rare to be invited to an event and leave it more informed, better educated and enthused about Customer Service Management. In the case of the Noventum Roundtable forums, this is the exception. To be able to discuss with other organisations – both in your own industry and in complementary ones – the key challenges of delivering great customer service and how others have achieved it, in an open, collaborative, engaging and thought provoking manner has helped me enormously. As a result, I have been able to take a number of key learning’s and apply them in my own organisation in the areas of customer loyalty management and the evolution of service management in the 21st century“. Martin Summerhayes, Strategy & Business Change, Core Division,
“The Future of Service Management” is a business community facilitated by Noventum Service Management Consultants that include service executives and academics that have formed a platform for "Co-Constructing" new knowledge and exchange Best Practices, discussing ideas and insights in a real-life environment and conducting research on the current trends, business issues and topics of interest of the community.
Community members, use the Roundtable forums as an opportunity to discuss individual real-life corporate challenges with industry peers from best-in-class organisations; who share similar challenges and insights. They are beginning an insightful journey, networking, researching and benchmarking from each other through a series of roundtable sessions, with the added value of the research being chaired, facilitated and validated by Noventum Senior Consultants, Academics and Research Analysts.
The Research agenda is defined through involvement of the C-suite at the Executive summit. This is the initial roundtable meeting where senior executives share insights with other members of the C-suite from various industry sectors; enabling the consultants and analysts to prepare the agenda of the upcoming roundtable series, based on the specific needs and interests of the organisations as defined by the senior executives. The senior executives can then nominate which person(s) within their organisations i.e. service directors, service managers etc. should participate in the roundtable series.
This is a perfect forum to involve your CEO in, enabling you to move the priorities of the Service agenda to the boardroom and give it the focus required. This will be an easier process when involving your CEO in the research at the Executive summit, as it will enable them to share insights with other C-suite executives and further define and agree on the topics of interest.
Roundtable Sessions address the business challenges you face. Participants will:
- Network with cross-vertical groups of senior executives who are leaders in their field, have the chance to share experiences and contribute to fresh insights. Benefit from case studies from other industry sectors and share successful business models that may be transportable into your own business.
- Reduce risk and save time by leveraging experiences of other executives who have addressed similar problems and opportunities both in your own industry and across verticals, enabling you to take action with confidence.
- Establishing business advantage can be difficult in mature markets. Participation in the research will facilitate connections with non-competitors, resulting in highly productive, open exchanges; enabling executives to engage in meaningful interaction straight away, helping you to establish your competitive advantage.
- Attend specifically relevant roundtables, sharing a common theme or topic, where specific challenges and best practices are discussed and peer review takes place; enhancing personal contribution and value.
- Benefit from the collective feedback on the topics from the worldwide roundtables and use market and customer knowledge to help your organization compete and lead.
- Gain insight and assistance in analyzing, contextualizing and interpreting research results; saving you time and money - reducing the risk of erroneous data collection.
- Obtain access to the worldwide network of roundtable participants through our LinkedIn group enabling you to connect with a community of industry peers, keeping up with industry trends that affect your business.
- Structure and further define your personal development through Noventum Research methods;gaining insights, business intelligence and best practices to keep you on track and allow you to make your mark in the service industry.
- Benefit from collective real-life feedback and contribute to the makings of the research.
Noventum Research Methods
All research groups will use Noventum’s research methods which are defined by Noventum’s independent Academic Advisory Board. The Noventum research staff will conduct the research using these methods and will report the results to all the research participants.
Roundtable Agenda for 2010 - Noventum will focus on several topics of interest including:
Service Marketing - Avoiding the commodity trap in services by differentiating through branded service experiences
10 June, Amsterdam, The Netherlands -> More information
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People Development - Video Feedback and Serious Games as new methods to develop people into Trusted Advisors
06 July, Germany -> More information
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Operational Excellence - Standardised personalisation on a world wide scale
23 September, Barcelona, Spain
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"Service Economics" - The Economic Impact of services in business
07 October, London, United Kingdom -> More information
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SAP CRM Service Process Management - Best Practices for the development & deployment of service processes enabled by SAP
26 October, Paris, France -> More information
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Oracle-Siebel Service Process Management - Best Practices for the development & deployment of service processes enabled by Oracle - Siebel
25 November, Italy
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Service Parts Logistics - New approaches to service parts planning optimisation
7 December, London, United Kingdom -> More information
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These topics will be further defined by the participants and agreed by the Noventum Research staff and expert analysts.
Who should attend?
Noventum's Executive Summit "Service Economics" will by invitation only of Best in Class service companies. The groups may consist of cross-industry C-suite Executives and Service Directors that have demonstrated success with a strategic approach towards their service business. The research team aims to select participants based on the shared interests and the value participants can add to each research topic. Companies interested in participation with a specific interest should contact the research team to discuss their topics and case studies.
Participate in the Noventum's Research and receive:
- Participation to one or more roundtable sessions for each specific challenge or topic of interest in the annual roundtable series.
- A complimentary Needs analysis to identify the topics of interest and further define the roundtable agenda.
- Case studies and community web platform where presentations and research progress and findings can be shared.
- Access to Noventum research reports
- Participation in the Cost to Serve benchmark.
- A Validated research report produced at the end of each roundtable series, in which new insights from the roundtables have been statistically validated through a world-wide electronic survey amongst 15,000 service industry professionals.
- Digests of relevant academic research papers.
- In depth face to face and phone interviews by teh research analyst to complete the research.
- A two hour telephone conference advisory call with the Research team, to help interpret research findings for application.
- Access to our 'Service Executive Roundtable' LinkedIn Group and networking with industry peers during our events and research collaboration platform.
- Unlimited access to “Premium content” from our Online library; a unique archive of research papers reports and articles, throughout the duration of the roundtable series; normally only accessible for Noventum clients.
- A complimentary half day session with a Noventum senior consultant to discuss company specific strategy, challenges and the way forward.
- Completing one of the surveys and receive the executive summary of the report when it becomes available.
- Becoming a roundtable member
- For further details contact
- For further information on roundtable topics of interests contact
Learn more:
- Having a look at the achievements of The Future of Service Management Research Program
- Participate in one of the conferences that we organising or have organised
- Download the publications
- Join our LinkedIn group
- Contact one of our offices nearest to you and to get information about joining.
