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Jim Spohrer (IBM)NHH Center for Service Innovation, Bergen, Norway

Monday June 27, 2016http://www.slideshare.net/spohrer/nhh-csi-20160627-v2

NHH CSI Advisory Board Meeting

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From NHH CSI Annual Report 2015(http://csi.nhh.no/assets/Uploads/CSI-ARSRAPPORT-oppslag-3.pdf)

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Strong Next Generation Talent

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Strong Partners

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Strong Core Team

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What is Industry 4.0?

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Why is this relevant?

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Managers: Courage Required….

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Talent required, but…

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Future-Ready T-Shapes

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Tomorrow: Servitization• Start with any traditional product that is sold to customers• Make the product part of a smart/wise service system

– Instrument it (sensors) – Internet of Things/Everything– Set-up an intelligent operation center to monitor all products’ performance

across their life-cycles– Use big data analytics to determine how to improve product performance,

efficiency, maintenance, etc.– Offer customer the “product-performance-as-a-service” with

financing/Internet of Service– Customer benefits from cost-savings, predictability– Provider benefits margin-improvements, predictability

• Every product becomes a platform technology (a vehicle for service innovation) for innovative university startups

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1955 1975 1995 2015 2035 2055

Can better service help us become wiser?

Cognitive Mediator (2035): Tool, Assistant, Collaborator, Coach

“The best way to predict the future is to inspire the next generation of students to build it better”

Digital Natives Transportation Water Manufacturing

Energy Construction ICT Retail

Finance Healthcare Education Government

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Innovation that matters

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Smarter

Wiser

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Physics Chemistry Biology

Neuroscience Psychology ArtificialIntelligence

Engineering Management PublicPolicy

Education Design Humanities

Natural Systems

Cognitive Systems

Service Systems

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Future talent needs…• Frameworks for people to ask and answer

questions systematically• Explanations with instructions on “how to re-do”

Kline: Conceptual Foundation of Multidisciplinary Thinking -“To our children and children’s children, to whom we elders owe an explanation of the worldthat is understandable, realistic, forward-looking, and whole.”

Proenneke:Alone in the Wilderness -To do a thorough testing, should each generationbe required to rapidly rebuildfrom scratch? A re-makers movement?

Assisting individuals and organizations to close their service innovation skills gap

and co-create wiser service systems empowering employees, customers, citizens

with cognitive mediatorsin the collaborative service economy

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Programs Worldwide accelerating regional development

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I have…

Have you noticed how the building blocks just keep getting better?

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Learning to program:My first program

Early Computer Science Class:Watson Center at Columbia 1945

Jim Spohrer’s First Program 1972

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Fast Forward 2016:Consider this…

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Microsoft CaptionBot June 19, 2016

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Microsoft CaptionBot June 20, 2016

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IBM Image Tagging

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IBM Cloud Bluemix:Watson APIs are growing…

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So far (June 2016), 100,000 faculty and students globally given access

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Culture change

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What might Reality 2.0 look like?

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Computing: Then, Now, Projected

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2035

2055

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$5M Prize: for best AI to help uson societal grand challenge problems

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Reality 2.0 Service Platform:polite cognitive mediators (CM1,CM2)

do not interrupt people (P1,P2)

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Service Platform

CM2

P2

CM1

P1

100x

100x 100x

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By 2035, T-Shaped Makers with great Building Blocks and Cognitive Mediators

Empathy & Teamwork

sectorregion/culture

discipline Dept

h

Breadth

STEM

Liberal Arts

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Future of Skills

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In Summary

“A service scienceperspective considersthe evolving ecology of service system entities, their value co-creation andcapability co-elevationinteractions, and their capabilities, constraints,rights, and responsibilities.”

Cognitive SystemsEntities

Service SystemsEntities With

CognitiveMediators

Add Rights &Responsibilities

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IBM Research, Patents, Data, Cognitive

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