Digital Transformation Accelerators: A Service Science Perspective (hosted by University of Exeter Business School)

A Service Science Perspective on the Pandemic and the Future of AI. Jim Spohrer presents DIGIT Lab’s latest seminar.



This talk explores digital transformation accelerators arising from two shocks ‚Äď the pandemic and the future of artificial intelligence (AI).

The pandemic has accelerated the digital transformation of business and society. Investments in AI also skyrocketed, including service robots and as-a-service platforms, but future AI capabilities will likely be even more transformative. Both of these shocks are examined from a service science perspective. Service science is a two-decades old, emerging transdiscipline that studies service systems, and responsible actors learning to invest systematically in win-win interactions and change processes in business and society.

Service science helps to connect the growing abundance of data and knowledge to value and benefits, including human values, human-centered design, and importantly humanity-centered design.


Jim Spohrer is a student of service science and open-source, trusted AI. He is a retired IBM executive, who is a member of the Board of Directors of the non-profit International Society of Service Innovation Professionals (ISSIP).

At IBM, he served as Director for Open Source AI/Data, Global University Programs, IBM Almaden Service Research, and CTO IBM Venture Capital Relations Group.

At Apple, he achieved Distinguished Engineer Scientist Technologist (DEST) for authoring and learning platforms.

After MIT (BS/Physics), he developed speech recognition systems at Verbex (Exxon), then Yale (PhD/Computer Science AI).

With over ninety publications and nine patents, awards include AMA ServSIG Christopher Lovelock Career Contributions to the Service Discipline, Evert Gummesson Service Research, Vargo-Lusch Service-Dominant Logic, Daniel Berg Service Systems, and PICMET Fellow for advancing service science.

In 2021, Jim was appointed a UIDP Senior Fellow (University-Industry Demonstration Partnership).

In 2011 during IBM’s Centennial Celebration, Jim Spohrer was recognized as an IBM Innovation Champion for his contributions to service science. Service science is one of the 100 innovations celebrated during IBM’s Centennial as an IBM Icon of Progress

The event is finished.


May 11 2022


9:00 am - 10:00 am

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