This just in from Jochen Wirtz

Dear Colleagues and Friends,

I have a few exciting announcements:

1) Submit a paper to the LaLonde Service Conference – you can attend it just before the SERVSIG Conference in Paris in June 2018.

2) Get a free desk review copy of the new Essentials in Services Marketing, 3rd ed.

3) Download the paper on Cost-Effective Service Excellence (with Valarie Zeithaml, published online first in JAMS).

4) See the Winning in Service Markets Series which offers books on specific topics suitable for executive education.

5) Attend the Strategic Service Management Program with Wolfgang Ulaga, Sheryl Kimes and me in Singapore.

More details can be found below.  Do be in touch if you are interested in any of these topics.

Going forward, I will only send out 1 or max 2 emails per annum.  If you like more regular updates, follow me on LinkedIn, Facebook, Twitter, Google Scholar and/or ResarchGate.

With best wishes,

Jochen

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LaLonde Service Conference

15th International Research Conference in Service Management
10-13 June 2018 – La Londe les Maures, France

We are happy to announce that the 15th La Londe Service Conference will take place from June 10 to June 13, 2018.

The La Londe Service Conference is a unique scientific meeting. You will have ample time (20 min for your presentation plus 25 min for Q&A) to discuss your paper with a qualified audience. And you will have a chance to enjoy the magnificent scenery of the South of France, the beautiful Mediterranean seashore environment, and a boat trip to Porquerolles island.
Register and send us your paper by January 31st 2018. For additional information, visit the conference website
https://iae-aix.univ-amu.fr/en/lalonde-conference-2018

The scientific committee consists of:
> Mike Brady, Florida State University – Human Resources & Marketing Interactions Track
> Joy Field, Boston College – Service Operations Track
> Pierre Eiglier, Aix-Marseille Graduate School of Management – IAE – Strategy and Economics Track
> Jochen Wirtz, National University of Singapore – Marketing Track

P.S. In 2018, the La Londe Service Conference will be just before the SERVSIG conference in Paris.  La Londe conference will end on June, 13th at noon, and the SERVSIG conference will start on June, 14th with an opening reception in the evening. A fast train can take you from Toulon to Paris in less than 4 hours just in time for the opening reception.

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Essentials in Services Marketing, 3rd

The new 3rd edition has been published. For further information and a sample chapter see: https://www.researchgate.net/publication/282206596_Essentials_of_Services_Marketing_3rd_edition

The book comes with the full instructor resources, incl test bank and PPT deck.   If you would like to receive a desk review copy, please “reply to all” [or email Yajnaseni (yajnaseni.das@pearson.com) and Kasia  (kasia.rutkowska@pearson.com)  cc me (jochen@nus.edu.sg)], and let us have your mailing address (no PO boxes please) and a phone number for the courier service company.

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Cost-Effective Service Excellence

This research project has kept me busy for many years, which makes me so delighted that this paper with Valarie Zeithaml has now been published in the Journal of the Academy of Marketing Science.

Synopsis: Service excellence and cost effectiveness are seen to be in conflict, yet there are organizations that achieve both. This article analyses how ten organizations did it and identifies three strategic options for achieving cost-effective service excellence (CESE). Interestingly, these options can be applied in isolation or in certain combinations. Read the full article here: https://link.springer.com/content/pdf/10.1007%2Fs11747-017-0560-7.pdf

The electronic supplementary materials are available here: https://www.researchgate.net/publication/319255306_Cost-Effective_Service_Excellence_–_JAMS_2017_Wirtz_Zeithaml_Online_Supplementary_Material  

This is an “open access” article that does not require copy right clearance for use in class or distribution. That is, you can use it free of charge in your classes.

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Winning in Service Markets Series

“Your books are too thick, we don’t want to read so much!”  That’s the feedback I get a lot.  Well, I’m in marking and use feedback for new product development.  I am delighted to launch a series of short books (typically 50 to 80 pages) at an attractive price ($4.95 each) that focus on specific topics.

Vol 1 to 13 of the Winning in Service Market Series are published.  Further information and sample pages are provided at: https://www.researchgate.net/profile/Jochen_Wirtz/publications?pubType=book .

Winning in Service Markets comprises of the following volumes:
Vol 1: Understanding Service Consumers
Vol 2: Positioning Services in Competitive Markets
Vol 3: Developing Service Products and Brands
Vol 4: Pricing Services and Revenue Management
Vol 5: Service Marketing Communications
Vol 6: Designing Customer Service Processes
Vol 7: Balancing Capacity and Demand in Service Operations
Vol 8: Crafting the Service Environment
Vol 9: Managing People for Service Advantage
Vol 10: Managing Customer Relationships and Building Loyalty
Vol 11: Designing Complaint Handling and Service Recovery Strategies
Vol 12: Service Quality and Productivity Management
Vol 13: Building A World-Class Service Organization

It was fun doing this series – it is basically as subset of the “mother book” Winning in Service Markets, which can be previewed here: https://www.researchgate.net/publication/308714749_Winning_in_Service_Markets

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Strategic Service Management Program

The Strategic Service Management Program with Wolfgang Ulaga, Sheryl Kimes and me in Singapore has just been finalized.  Many of my alumni asked whether we can have an in-depth service management course; I am happy to now announce the launch of this new program.

The 5-day program is designed for senior leaders in organizations that want to differentiate on service. Academic colleagues are most welcome to attend the program, too.  Key topics include:

·         How to capture value in the service economy
·         Why and how to use service to defy commoditisation
·         Create customer loyalty and engagement: key strategies & tools
·         Deliver & scale world-class service throughout the customer journey
·         Effectively diagnose and close service quality gaps
·         Make a successful transition from products to solutions: challenges and strategies
·         Leveraging big data and analytics for service revenue and profit growth
·         How to effectively price services
·         Delivering cost-effective service excellence: strategies to become a leader in both customer satisfaction and productivity
·         How to achieve rapid improvements in service culture to drive innovation and differentiation

For more details see: http://executive-education.nus.edu/programmes/40-strategic-differentiation-through-service-excellence

For enquiries, contact Sarah Chan at sarahchan@nus.edu.sg

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I am sorry for potential cross-posting. If you do not want to
receive further emails, just reply with “remove”.  Thank you.
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Professor Jochen WIRTZ, Ph.D , Vice Dean, Graduate Studies, NUS Business School
Tel : +65 6516 3871 | Email : bizgrad@nus.edu.sg  | Mochtar Riady Building, Level 4, 15 Kent Ridge Drive, Singapore 119245

Among the World’s Best!  The NUS MBA  Ranked #26;  The NUS Executive MBA  Ranked #17;  UCLA – NUS Executive MBA  Ranked #6;  Financial Times’ Global MBA/EMBA Rankings 2016/2017

Follow us:  Website | Facebook | LinkedIn | Instagram |Weibo

First Global Conference on Creating Value – Leicester, UK May 23-24, 2018

Now organising the First Global conference on Creating Value at Leicester in the UK, May 23-24 2018 a few days before the EMAC conference in Glasgow starting May 29.
In addition the Journal of Creating Value jcv.sagepub.com is proposing a special issue on the Role of Technology in creating/destroying value for November 2018. I am looking for a guest editor and request you to recommend potential editors.
Thanks so much,
Gautam Mahajan, 

President, Customer Value Foundation and Inter-Link India

Founder Editor, Journal of Creating Value jcv.sagepub.com

New Delhi 110065 +91 98100 60368
mahajan@customervaluefoundation.com
www.customervaluefoundation.com  

Twitter @ValueCreationJ  Blogs: https://customervaluefoundation.wordpress.com/

Author of Value Creation, Total Customer Value Management, Customer Value Investment

200 word abstracts due Dec 3: PICMET Waikiki Beach, Hawaii on August 19-23, 2018

Hope you can join us at PICMET’18 in the “paradise”, Waikiki Beach, Hawaii on August 19-23, 2018.

The deadline for the submission of up-to 200 word abstracts is December 3, 2017.

200 word abstract deadline Dec. 3, 2017 for PICMET 2018, Waikiki Beach, Hawaii on August 19-23, 2018: http://www.picmet.org

Dundar Kocaoglu

==============================
Dundar F. Kocaoglu, PhD; Life Fellow, IEEE
Professor Emeritus and Founding Chair,
Department of Engineering and Technology Management
President and CEO, PICMET (Portland International Center for Management of Engineering & Technology), and
Director, RISE (Research Institute for Renewable Energy)
Portland State University, Portland, Oregon, 97207-0751, USA
http://www.etm.pdx.edu
http://www.picmet.org
==============================

Imagination Challenge: Quantify and graph cost of digital workers and GDP per employee USA from 1960-2080

Imagination challenge: Consider quantifying and graphing the decreasing cost of digital workers due to Moore’s Law, and increasing GDP/Employees USA from 1960 to 2080 (projected).

A narrow digital worker will cost about a million dollars by 2025, and require a petascale computational system.  The same digital worker will cost about a thousand dollars by 2045, and about $1 by 2065.

A digital worker that can drive a car for example, or transcribe medical records, or provide the services of a well-trained retail clerk.  The incremental cost of additional digital workers who perform the same task will be much smaller.  So areas of specialization in business and society that need narrow biological workers (people and animals) in large quantities will be have digital worker alternatives at dropping costs.

A broad digital worker (capable of doing anything any narrow digital worker can do) will cost a million dollars by 2045, a thousand dollars by 2065, and about $1 by 2085, and require an exascale computational system.

Feedback welcome on diagrams below, which explore thinking about smarter/wiser service systems with digital workers.  Decreasing cost of digital workers due to Moore’s Law, and increasing GDP/Employees USA from 1960 to 2080 (projected)

Digital Workers

Full presentation here:
https://www.slideshare.net/spohrer/cost-of-dw-20170909-v18

… and please read more about cognitive opentech here:
http://service-science.info/archives/4629

Also see: https://arxiv.org/pdf/1705.08807.pdf
K. Grace, J. Salvatier, A. Dafoe, B. Zhang, and O. Evans, “When Will AI Exceed Human Performance? Evidence from AI Experts,”ArXiv e-prints , May 2017.

Acknowledgements
Thanks to Marius Ciortea for “revenue per employee” idea – I could only find gdp/employees as an approximation, but will keep looking for data.  Thanks to Dan Gruhl and Daniel Pakkala for help with Moore’s Law and decreasing “cost of digital workers” data. Horst Simon sent me some power information for super compters, hope to get into next version.

Reading Recommendation (via Francesca Rossi and Susan Malaika)
Tegmark’s Life 3.0

https://www.amazon.com/Life-3-0-Being-Artificial-Intelligence/dp/1101946598
https://www.theguardian.com/books/2017/sep/22/life-30-max-tegmark-review

From review by Harari’s Guardian review:

In the 21st century, AI will open up an even wider spectrum of possibilities. Deciding which of these to realise may well be the most important choice humankind will have to make in the coming decades. This choice is not a matter of engineering or science. It is a matter of politics.

Max Tegmark’s Life 3.0 tries to rectify the situation. Written in an accessible and engaging style, and aimed at the general public, the book offers a political and philosophical map of the promises and perils of the AI revolution. Instead of pushing any one agenda or prediction, Tegmark seeks to cover as much ground as possible, reviewing a wide variety of scenarios concerning the impact of AI on the job market, warfare and political  systems.

Once an algorithm knows you better than you know yourself, institutions such as democratic elections and free markets become obsolete, and authority shifts from humans to algorithms. Instead of fearing assassin robots that try to terminate us, we should be concerned about hordes of bots who know how to press our emotional buttons better than our mother, and use this uncanny ability to try to sell us something. It might be apocalypse by shopping.

Though Tegmark is probably correct in taking things to this cosmic level, I fear that many, if not most, of his prospective readers will not follow him there. Our political systems, and indeed our individual minds, are just not built to think on such a scale. Current political mechanisms barely manage to make decisions on the scale of decades – how can they make decisions on the scale of millennia?

Learning in an age of accelerating technological change re-visited

This week I got emails from a number of colleagues pointing me to papers, books, and startup ideas about learning, education, skills, and the future…. finally had a chance to read through some of them more carefully this Saturday morning…

Thanks for the emails from Obinna Anya, Ralph Badinelli, Bill Rouse, and just a few hours ago Ted Kahn, of DesignWorlds for Learning….

Jim’s response to Ted’s email about a new book….

Thanks Ted – seen it, but have not ordered and read it yet – I need too, so thanks for the reminder…
http://www.fuzzytechie.com/

Also when we think about technology skills importance relative to humanities and coordination skills, check out this piece from MIT Technology Review on skills: https://www.technologyreview.com/s/608707/the-myth-of-the-skills-gap/

My thoughts….  At IBM, we talk about T-shapes, with depth and breath, not just tech or humanities in isolation, hopefully we all know that the deep part (technical and problem-solving skills) and the broad part (coordination and communication skills) of the T-shape are both very important.

Nick Donofrio gets its: https://www.youtube.com/watch?v=EMgPCW4mlVA

Jim Corgel gets its: https://www.youtube.com/watch?v=Gm3cqVuOqMQ

Have a good weekend.  I am traveling quite a bit the next two weeks, but have not forgotten that we should have lunch or afternoon coffee sometime to catch up; apologies – just still a bit too busy these days.

Post Script….

…how much of the world is two seemingly polar opposites arguing about which is more important when the dynamic balance of the two is what is needed?  In a wise society we focus on appropriate investment in both while keeping a dynamic balance, i think.  Understanding the evolving ecology of service systems entities their capabilities, constraints, rights, and responsibilities is what service science is about.

One day I got an email from an IBM executive who wanted our service professionals to have the equivalent of a super-power suit they could put on that would augment their cognitive capabilities… certainly close to what is now called the Cognitive Enterprise, and a focus of our cognitive opentech efforts today…   I almost advocated for calling “service science,” “augmentation science” in honor of Doug Engelbart, but he said call it whatever IBM would embrace best at the time, so I advocated for Service Science Management and Engineering (SSME).

Lately, I think this CSLS line of thinking gets it most “right” as a launch vector for the future – see cyber-social-learning-systems (CSLS): https://www.youtube.com/watch?v=NYKi11rUOgg ; I miss talking with Doug Engelbart and many others about these and other topics.

Perhaps we are on the verge of becoming a wiser society, as we confront the enormous responsibilities that come with so much technological capability.   We are complex systems embedded in complex systems with capabilities, constraints, rights, and responsibilities.   Learning is what we do in our quest for wisdom living first in a physical environment and now a socially constructed environment of accelerating systems change – http://service-science.info/archives/2096

All this in the context of the Atlantic article that Bill Rouse sent – How America Went Haywire – https://www.theatlantic.com/magazine/archive/2017/09/how-america-lost-its-mind/534231/

liked this summary: “The short answer is because we’re Americans—because being American means we can believe anything we want; that our beliefs are equal or superior to anyone else’s, experts be damned. Once people commit to that approach, the world turns inside out, and no cause-and-effect connection is fixed. The credible becomes incredible and the incredible credible.”

Paul Maglio, co-creator of service science at IBM wrote:

like this summary: “Mix epic individualism with extreme religion; mix show business with everything else; let all that ferment for a few centuries; then run it through the anything-goes ’60s and the internet age. The result is the America we inhabit today, with reality and fantasy weirdly and dangerously blurred and commingled.”

And “the beat goes on” as creative artists embrace technology to create new entertainment realities for people to engage with and eventually populate for many, many hours every day:   http://www.bbc.com/news/av/technology-40656678/sir-peter-jackson-s-studio-reveals-augmented-reality-demo

See also WorldBoard: http://service-science.info/archives/2060

Collectively, our episodic dynamics memories are the world we populate.  Episodic memory is like a time machine that takes us back to any part to re-live it as a memory. We can also project into possible futures we would like to experience, public or private experiences. Our identities are strings of memories about ourselves and our interactions with others, including the imagined future possible interactions.  Some interactions are direct interactions in the physical world, but more and more we are detached, and interacting indirectly in a socio-technical world of artificial intelligences mixed with/wrapped around and augmenting natural intelligences, and it is getting harder to tell the difference.

Individually and collectively we are learning to take responsibility for all this. Civilization works because we take responsibility for our actions, and can reason about institutional facts.   See Searle’s book “The Construction of Social Reality” https://www.amazon.com/Construction-Social-Reality-John-Searle/dp/0684831791/

For a number of reasons, I think the future of learning and education is about individuals on small teams learning to rapidly rebuild everything from scratch to explore alternative futures sequentially and in parallel.  My attempt to work with some colleagues to reframe this idea about the future of learning and education in a more serious format is here: http://coevolving.com/pubs/2013_SRBSv30_n5_Spohrer_Giuiusa_Demirkan_Ing_ServiceScienceReframingProgressWithUniversities_v1001_preprint.pdf  My attempt at less serious reframing is here: http://service-science.info/archives/2189

From the more serious reframing paper:

“The world is a rich and wonderful place, full of many possibilities for how history might
have unfolded differently. Service science with its emphasis on service system entities
and value-cocreation interaction can provide perspective for attempting a new definition
of what progress is and if there is a speed limit to progress, what that speed limit is.”
From the less serious reframing blog post:
How quickly can an individual engineering student or team of students rebuild from scratch the advanced technology infrastructure of society?  From raw materials to simple tools, from simple tools and steam engines to more advanced energy systems (force multipliers), from metals and glass lenses to photography and sensors (perception multipliers), from energy systems and sensors to more precise measurement and control systems (precise production scale-up), from lithography and printing and computers and software to self-replicating machines as envisioned by John von Neumann as a real-world follow-on to the symbolic-world’s Universal Turing machines

Linguistically Fluent – Kurzweil and Schank

Reaction to Kurzweil’s Linguistically Fluent posting…

Kurzweil Linguistically Fluent:  http://www.kurzweilai.net/ray-kurzweil-reveals-plans-for-linguistically-fluent-google-software

Kurzweil’s plan is a good plan from a Google Deep Learning perspective…

The plan is an extension of the capabilities of seq2seq – sequence to sequence – which is good for DL translation between languages, for example.

However, no one has solved Reasoning, which is required for fluent conversation.

Episodic Memory is required for solving reasoning.

(Anyone who doubts this needs to read Schank’s Dynamic Memory, as well as Scripts, Plans, Goals, and Understanding, as well as Inside Computer Understanding, as well as Conceptual Information Processing – find and check out from your local library)

Video Understanding is required for solving episodic memory.

Video understanding can be solved with DL like Seq2Seq – since it depends on several sub-problems, including speech recognition, image recognition, language translation, and some of the capabilities in driverless cares (learning from watching – seeing and doing – a shallow type of simulation – or mirror neuron capability).

So we are getting close to what Kurzweil wants to do – certainly possible by 2025.

Possible timeline to solution of linguistically fluent AI for the enterprise = digital worker/cognitive collaborator…

2018-2020 video understanding solved for simple world-task model actions + context
2019-2021 video understanding solved for simple social model interactions + context
2020-2022 episodic memory solved
2021-2023 reasoning solved
2022-2024 partial fluent conversation solved
2023-2025 learning from watching (and doing) solved
2024-2026 learning from reading solved
2025-2027 full linguistically fluent = digital worker/cognitive collaborator solved

2035-2037 $1000 per year for digital worker achieved for 2017 top 1000 occupations

2055-2057 $10 per year for digital worker achieved for 2027 top 1000 occupations

Of course, it will not actually evolve this way, but this is a linear-thinking projection to provoke alternative scenarios.

Each of the above solutions is likely to spawn an open source code community on Github with an associated open data set – open AI code + data + models + stacks.

References:
Kurzweil Linguistically Fluent:  http://www.kurzweilai.net/ray-kurzweil-reveals-plans-for-linguistically-fluent-google-software

Quoc V. Le (Google) Introduction to Seq2Seq: https://www.youtube.com/watch?v=G5RY_SUJih4

Schank Dynamic Memory: https://www.amazon.com/Dynamic-Memory-Reminding-Learning-Computers/dp/0521270294

Schank Scripts Plans Goals and Understanding: https://www.amazon.com/Scripts-Plans-Goals-Understanding-Intelligence/dp/0898591384/

Schank Inside Computer Understanding: https://www.amazon.com/Inside-Computer-Understanding-Miniatures-Intelligence/dp/B00ZT1PB5Y/

Schank Conceptual Information Processing: https://www.amazon.com/Conceptual-Information-Processing-Roger-Schank/dp/1483252981

CFP: Journal of Enterprise Transformation – Role of Analytics

CFP: Journal of Enterprise Transformation – Role of Analytics

Submissions Welcome: The Role of Analytics in Enabling Enterprise Transformation

Advanced analytics – from big data, to machine learning, to cognitive computing — is poised to and, in many cases, already is transforming enterprises in fundamental ways.  Analytics is both an enabler and driver of enterprise transformation.  The objective of this special issue is twofold – (i) to publish rigorous and innovative research on the role that analytics plays in enabling enterprises to transform by adopting these capabilities at scale in the digital era, and (ii) to gauge the pace of adoption of advanced analytics (e.g. big data, machine learning, cognitive computing etc.) to the above end.

We welcome papers that explore how analytics, in all its forms, is being adopted to transform processes across functions or entire organizations.  Analytics can take many forms including data visualization, descriptive analysis, predictive alerts/ recommendations, dashboards, machine learning algorithms, cognitive computing etc.  Analytics can occur at many levels of an organization from the boardroom to the shop floor.  Of particular interest are not the specific applications or technical solutions but rather the adoption of these capabilities across the organization to transform decision making processes at scale, while the organizations themselves are being disrupted in the digital era.  We encourage submissions that draw from diverse theoretical backgrounds such as engineering, computer science, decision science, creative visual design, organizational design and behavioral economics. We are open to a wide set of methodological approaches including empirical research, case-based research, field studies, behavioral decision making experiments, among others.  We encourage collaboration between academia and industry and welcome diverse submissions by both industry and geography.

Some prospective topics include:

Value of Analytics 

  • Where is the value?  Targeting, focusing, measuring and realizing the value from analytics while anticipating disruptive threats in their industry.
  • Optimizing the business you have while planning with agility for the business you want to become in a dynamic uncertain market.

The Data Economy

  • Migrating to the Data Economy by taking advantage of the wealth of data being generated both internally and externally to provide more effective decision support.
  • Leveraging cloud-based digital platforms to enable speed to capability, address latency challenges and provide right-time insights.
  • Striking the right balance between this natural migration and tradeoffs around data security, data privacy and compliance.

Adoption of Advanced Analytics

  • Adoption of advanced analytics and machine learning to solve problems in new ways.
  • Cognitive is coming – adoption is slower than you think and the use case universe is sparse.
  • When will we reach the tipping point from over-hyped and inflated expectations to wide scale adoption of advanced analytics methods (e.g. explainable AI)?

Decision Science

  • Embedded analytics in decision making (e.g. fully automated, predictive alerts, role-based decision cockpits etc.).
  • Adoption of evidence-based decision making – the convergence of technology, behavioral science and organization design.
  • Impacts of interactive visualizations on acceptance and use of analytics.
  • The cusp of a new wave in the fields of management and decision science.

Organization Design

  • Organizing for success – bridging the gap between the business decision makers, the data science community and the information technology organization.  What are the tradeoffs between agility and industrialization?
  • Adapting the culture of the organization to be insight driven, especially when the insights challenge established and accepted norms.

Submission Instructions

  • Submission Deadline: September 1, 2017
  • First Round Review: November 1, 2017
  • Second Round Review (if needed): January 1, 2018
  • Publication: Summer 2018

For further information regarding this special issue, please email the Special Issue Editors:

Editorial information

  • Guest Editor: John Casti, X-Center, Vienna
  • Guest Editor: Tim Chou, Stanford University
  • Guest Editor: Alex Kass, Accenture
  • Guest Editor: Richard Larson, MIT
  • Guest Editor: Paul Maglio, University of California, Merced
  • Guest Editor: Harold Sorenson, University of California, San Diego
  • Guest Editor: James Tien, University of Miami

 

URL: http://explore.tandfonline.com/pages/cfp/ujet-cfp-analytics-2q2017

CFP: Cognitive Assistance in Public Sector – AAAI Fall Nov 9-11, DC

Cognitive Assistance in Government and Public Sector Applications

https://aaai.org/Symposia/Fall/fss17.php

November 9-11, 2017 Washington, DC

Cognitive Assistance is an important focus area for AI. While it has several facets and still lacks a precise definition (one of the reasons for this Symposium!), it has been called Augmented Intelligence, the automation of knowledge work, intelligence amplification, cognitive prostheses, and cognitive analytics in the past. It is generally agreed1 that even while fully automated AI is still being developed, there are many aspects in which people can (and do already) benefit from automated support, when it is appropriate and intelligently provided.

This symposium solicits innovative contributions to the research, development, and application of Cognitive Assistance technology for use in Government (executive agencies, legislative, and judicial branches), education, and healthcare. These areas differ considerably, but they all share characteristics that make them prime candidate application areas for Cognitive Assistance: complex knowledge interdependencies that take years to master, the situation where human experts provide support to less-informed clients with urgent needs, legal and social requirements for accurate and timely help.

This year we will expand the dialog between the user, academic, and industry communities to discuss the following topics:

  • Public Sector problems where cognitive assistance may be desirable due to the potential for human-machine synergy, and where the human-machine team may be uniquely suited to the problem space. Identify how human and machine complement one another and how this co- dependency will evolve over time.
  • Reports from the field on the adoption of cognitive assistance, including best practices, lessons learned, costs/benefits, productivity results, barriers to adoption and issues that require further study.
  • Policies, regulations, and practices necessary to accelerate the opportunities and mitigate the risks of cognitive assistance
  • Skills and education necessary to obtain benefits from cognitive assistance and mitigate the impacts on displaced workers
  • Fairness, safety, dependability, ethics, transparency, trust, risk management and other cross- cutting issues around the use of cognitive assistance in the public sector
  • Standards and open source technologies for cognitive assistance

    1 It’s been noted that, “Humans will likely be needed to actively engage with AI technologies throughout the process of completing tasks [“Artificial Intelligence, Automation, and the Economy”, Executive Office of the President, December 2016].

  • Implications of cognitive assistance for all facets of government (e.g., economy, security, demographics)
  • Highlight advancements and results that have occurred since FSS-16.

    We solicit ideas for and participation in panel discussions among public sector representatives to articulate their needs for and concerns about the use of cognitive assistance in their domains. We hope to also have panels with users and technologists exploring common problems faced by users, the opportunities for the cognitive assistant to assist, what information is available, and what would be measures of success for a solution.

    We also invite students and researchers to propose demonstrations of state-of-the-art approaches to cognitive assistance technology and ideas relevant to the public sector.

    Submission instructions:

    The symposium will include presentations of accepted papers in both oral and panel discussion formats. Potential symposium participants are invited to submit either a full-length technical paper or a short position paper for discussion. Full-length papers must be no longer than eight (8) pages, including references and figures. Short submissions can be up to four (4) pages in length and describe speculative work, work in progress, system demonstrations, or panel discussions.

    Please submit directly to Fstein@us.ibm.com with FSS-17 in the subject line. Please submit by July 21.

    Organizing Committee: Frank Stein, IBM (Chair)

    Lashon Booker, MITRE Chris Codella, IBM Eduard Hovy, CMU Chuck Howell, MITRE Anupam Joshi, UMBC Andrew Lacher, MITRE

    Jim Spohrer, IBM John Tyler, IBM

The Future

Cheap AI/DL in the cloud leads to technology deflation driving costs out of service systems at all scales – so….  (a) AI will rapidly become a commodity decreasing the cost of nearly everything, (b) large companies will be transformed by automation and augmentation, (c) small companies will flourish and people will be involved in several simultaneously, and (d) individuals will learn to protect and monetize their personal data – so in the long-run, it will all be OK…  everyone who wants to learn will be able to do so rapidly in a highly personalized way XD.  This sweeping disruption of societal norms happened previously when the steam engine transformed physical work and re-ordered society (people moved from working on small farms to larger and larger factories, and people learned in schools set up like factories).  Today, the cognitive engine is transforming mental work and will also profoundly re-order society (people move from one large company to many simultaneous startups, and people will learn in schools set up like startup incubators where students work in teams to solve real-world challenges because the building blocks are so cheap and powerful).

 

Event – Tuesday May 23, 2017:
http://siliconvikings.com/calendar/2017/5/23/anticipating-and-preparing-for-the-future

Event Recording:
http://siliconvikings.com/blog/2017/5/24/3esildcyf3oqwas7dqkey7w0nfvcc2

 

CFP HICSS 51 – Smart Service Systems: Analytics, Cognition and Innovation

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Dear Colleagues,
Hello! We are serving as a co-chair of the “Smart Service Systems: Analytics, Cognition and Innovation” minitrack in the Decision Analytics, Mobile Services and Service Science Track of the upcoming 51st Hawaii International Conference on System Sciences (HICSS) (http://hicss.hawaii.edu/), and writing to scholars such as you with expertise in various areas of service systems, analytics, mobile systems and cognition in hopes that you will consider submitting a paper to our minitrack. The deadline for submitting papers to HICSS-51 is June 15, 2017. Please consider submitting your work if it is related to any of the specific topics listed and/or if you feel it addresses visions of the future of this track. We expect a range of concepts, tools, methods, philosophies and theories to be discussed. We thank you, in advance, for your valuable contribution to HICSS-51. Please let us know if you have any questions or need additional information. We look forward to receiving your submission!
Best Regards,
Haluk Demirkan – haluk@uw.edu
Jim Spohrer – spohrer@us.ibm.com
Ralph Badinelli – ralphb@vt.edu
HICSS-51 CALL FOR PAPERS
January 3-6, 2018, Hilton Waikoloa Village, Big Island, Hawaii
Additional detail may be found on HICSS primary web site: http://hicss.hawaii.edu
Smart service systems can be characterized by: (1) the types of offerings to their customers and/or citizens, (2) the types of jobs or roles for people within them, and (3) the types of returns they offer investors interested in growth and development, through improved use of technology, talent, or organizational and governance forms, which create (dis)incentives that (re)shape behaviors. Entrepreneurs and policymakers can be viewed as innovators working to improve quality-of-service for customers and quality-of-life for citizens, respectively, as well as quality-of-returns for investors.  Ideally, smart service systems are ones that continuously improve (e.g., productivity, quality, compliance, sustainability, etc.) and co-evolve with all sectors (e.g., government, healthcare, education, finance, retail and hospitality, communication, energy, utilities, transportation, etc.). Regional service systems include nations, states, cities, universities, hospitals, and local businesses. Global service systems include multi-national businesses, professional associations, and other global organizations.  Natural and human-made disasters, technology failures, criminal activities, political collapse can disrupt service systems and negatively impact quality-of-life for people living and working in them.
There is a need to apply robust research findings in the appropriate management and organizational contexts related to innovation of smart service systems. An important trend in smart service systems is the increasing availability of cognitive assistants (e.g., Siri, Watson, Jibo, Echo, etc.) to boost productivity and creativity of all the people inside them. The goal of this mini-track is to explore the challenges, issues and opportunities related to smart service services, analytics, cognitive assistants and digital innovations. Possible topics of applied, field and empirical research include, but are not limited to:
  • Theories, approaches and applications for innovation of smart service systems and smart devices
  • Value co-creation processes, metrics and analytics for smart innovation processes
  • Methods that  scale the benefits of new knowledge globally, rapidly, and profitably
  • Service-oriented agile IT realization platform for smart service co-creation
  • Place of cognitive systems, computing, system engineering, cloud for smart service systems
  • Innovation ecosystems with internet and internet-of-things
  • Theories and approaches for integrating analytical and intuitive thinking, and deep learning
  • Open innovation and social responsibility
  • Planning, building and managing design and innovation infrastructures and platforms
  • Technology and organizational platforms that support rapid scaling processes (smart phones, franchises, etc.)
  • Smart service systems include the customer, provider, and other entities as sources of capabilities, resources, demand, constraints, rights, responsibilities in value co-creation processes, and includes current applications of human and cognitive systems
  • Analytics models, tools and engine for analytics support
  • Agile business development platform for operational enablement: business processes, rules, real-time event  management
  • The commoditization of business processes (e.g. out-tasking, ITIL, SCORE), software (e.g. the software-as-service model, software oriented architecture, application service providers) and hardware (e.g., on-demand, utility computing, cloud computing, software oriented infrastructure with virtualized resources, infrastructure service providers for innovations
  • Self-service and smart technologies & management for sustainable innovations
  • Services implications to value chains, networks, constellations and shops
  • Collaborative innovation management in  B2B and B2C e-commerce
IMPORTANT DEADLINES
April 1, 2017: Paper submission begins.
June 15, 2017 | 11:59 pm HST : Paper submission deadline
August 17, 2017 : Notification of Acceptance/Rejection
September 22, 2017 : Deadline for authors to submit final manuscript for publication
October 1, 2017 : Deadline for at least one author of each paper to register for HICSS-51