S3-E7: Working the Middle: Disruptive Technologies in Service Industries with Thomas Hollman

Charlie starts the show in an unusual way after inspired by her interview with guest Thomas Hollman, Ph.D., Executive Director, Center for Services Leadership and Clinical Associate Professor of Marketing, W. P. Carey School of Business, Arizona State University. During the interview, Charlie and Thomas discuss how emerging technologies are disrupting service industries and what executives should do to embrace this extraordinary era of industrial transformation.

Thomas also shares the unique challenges students and faculty face preparing for the future of work.

Some of the topics Charlie and Thomas cover in this episode include:

• The biggest challenge of helping students to see their leadership potential and of helping to develop their potential today;
• Robert Kennedy’s 1968 speech talks about how we measure everything except that which makes things worth while. What are the limits of business efficiencies and technologies?
• Defining corporate culture in the new (and future) workplace;
• An article from Fast Company, “It’s Time to Awaken the Humanity in Business“;
• We aren’t happy at work. But the goal of work was never to be happy. It was to be efficient. With robots taking over, what does it mean to be happy or fulfilled at work now?
• How leaders of companies should be thinking about the future in the next 10 years.

ABOUT THOMAS HOLLMAN

Thomas Hollmann is the Executive Director for the Center for Services Leadership in the W. P. Carey School of Business at Arizona State University and is also Clinical Associate Professor of Marketing Thomas’ work experience spans four countries and over 10 years in Fortune 100 companies, including Black & Decker, Xerox, and as an executive at Sun Life Financial. His research interests include Services Science, with a focus on B2B, service analytics, and Relationship Marketing, with a particular interest in relationship outcomes (profitability, customer equity, defection, retention, satisfaction, etc.).

His research has appeared in the Journal of the Academy of Marketing Science, the Journal of Business and Industrial Marketing and several leading marketing and services conferences. He has received research grants and awards from the Center for Innovation Management Studies, Xerox, IBM, and the Center for Services Leadership. Thomas has consulted with a range of Fortune 500 firms and he received awards for his teaching at Arizona State University and at NC State. Thomas earned a Ph.D. in Marketing from Arizona State University.

Areas of Expertise: Customer Experience, Profitability in Services, Customer Equity, Customer Defection, Customer Retention, Customer Satisfaction, Hearing the Voice of the Customer – Analytical Issues, Innovation in Service Centric Organizations

ABOUT THE CENTER FOR SERVICES LEADERSHIP

The Center for Services Leadership is a groundbreaking research center within the W. P. Carey School of Business at Arizona State University that concentrates on expanding service innovation by combining the latest scientific insights from the academic world with the best of service strategy in the business world. The CSL was created in 1985 as a response to the unique set of challenges that companies faced. While others were focusing on products and manufacturing enterprises, the CSL pioneered the study of service. Today, the Center is a globally recognized authority and thought leader in the science of competing strategically through the profitable use of service. Key activities and partnerships include student education, problem-focused research, executive and professional development, and corporate membership.

• Web: wpcarey.asu.edu/csl

• Blog: research.wpcarey.asu.edu/services-leadership/blog

• LinkedIn: linkedin.com/company/the-center-for-services-leadership
  

• Twitter: @WPCCSL

 

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