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The event was chaired by Professor Susan Deacon, University Assistant Principal for Engagement. It included a session from Professor Stephen P Osborne, Director of CenSE which outlined the mission and objectives of CenSE in terms of research, engagement with practice, and teaching and learning.

The keynote was delivered by , Professor Emeritus at Hanken Business School in Helsinki. Professor Gronroos is acknowledged both as a founding father of the service management and marketing discipline worldwide and as one of the leading researchers in the field in the contemporary era also. His keynote presentation focused on the concept of value creation in service and services and provoked a spirited discussion from practitioners across the public and private service sectors.

Professor Gronroos was followed by a panel of four leaders from the public and private service sectors to discuss the future of service and services in Scotland. The panel highlighted the challenges and opportunities of digital and smart technology, the changing nature of the workforce, and the transformation of consumer expectations in the contemporary world. The conference concluded with a personal reflection by Scott Black, Chief Executive of leading recruitment specialist FWB Park Brown and also Chair of the Edinburgh Chamber of Commerce. He reflected on his personal journey as a leader in the service sector in Scotland and worldwide and offered important insights and lessons for the future.

In the afternoon CenSE hosted a doctoral colloquium with doctoral students from across the UK gathering to discuss the cutting edge of research on service management.

Professor Osborne and his colleagues in CenSE will now be working on making the opportunities for CenSE a reality and in evolving its role as a leader in research, engagement and learning for service and services management in Scotland and worldwide.