24 March 2026 | Lean In Finance – Innovation Lab, Corso Venezia, Milan | Luca Saccardi – Group Customer Service Director, ACMI
Where world-class service meets Lean, Digital and Green transformation.
About the Award
The TOP Customer Service Laboratory is an exclusive, high-level workshop dedicated to service, after-sales, and operations leaders from the Packaging Valley — one of the most innovative industrial clusters in the world. Hosted at the Lean In Finance Innovation Lab in Corso Venezia, Milan, this edition provides a unique environment designed for applied learning, experimentation, and executive collaboration.
Led by Luca Saccardi (ACMI), supported by Lean In Finance experts in Lean Six Sigma, Digital Transformation, AI and Customer Excellence, the lab brings together leaders from multinational companies to explore the future of Customer Service 4.0.
Focus Areas of the 2026 Edition
• Service 4.0 & Predictive Operations
AI, IoT, and analytics to anticipate failures and optimize uptime.
• Lean Customer Service Excellence
Reducing downtime, accelerating response time, and improving the customer experience.
• Lifecycle Management & After-Sales Strategy
Installed base management, upgrades, service contracts, parts optimization.
• Sustainability in Service
Energy efficiency, materials, CO₂ reduction, circularity.
• Future Skills for Service Teams
Digital technicians, remote support, competency development.
Who Will Participate
Executives and managers from leading Packaging Valley multinational companies, including:
• Packaging machinery and automation manufacturers
• Food & Beverage and Pharma equipment producers
• High-speed packaging system integrators
• After-sales & field service organizations
• Digital transformation & IoT leaders
• Service excellence and customer care leaders
Participation is by invitation only.
Program – 24 March 2026 | Milan Innovation Lab
Morning Session
Opening keynote: “Customer Service 4.0 in Packaging” by Luca Saccardi
• Global service trends
• Automation, digital twins, predictive maintenance
Benchmarking and Case Studies
• How leading companies redesign service for lifecycle value
• Lean transformation in high-speed packaging environments
Afternoon Session
Excellence Laboratory – Hands-On Session
• Mapping the Customer Service Value Stream
• Identifying bottlenecks and system constraints
• Using data, dashboards and predictive tools
Team-Based Action Design
• Cross-company groups
• Future-state service model design
• Rapid prototyping of service solutions
Executive Roundtable
• Moderated by Lean In Finance
• Lessons learned + strategic commitments
• Networking & Closing
• Cocktail & Executive Networking
📍Innovation Lab, Corso Venezia – Milan
Why Attend
Participants will gain:
• A full blueprint to elevate service operations
• Practical methods to accelerate response time and reliability
• Techniques for predictive and data-driven service
• A cross-industry perspective from the Packaging Valley
• Tools to reduce downtime and operational costs
• Access to the Lean In Finance Excellence Network 2026–2027
Deliverables
Participants receive:
• TOP Customer Service Report 2026
• Service Value Stream Mapping Toolkit
• Benchmark Deck for internal use
• Action Plan (Lean + Digital + Green)
• Participation Certificate
• Invitation to the next Excellence Labs
Lean in Finance Innovation Lab
In many industries, hands-on innovation labs already exist from McKinsey’s go-kart factories to workshops where teams build bicycles to experience teamwork and process excellence. But in the service industry, there was nothing similar: no space where professionals could experiment, learn and transform through real digital, Lean, and human-centered experiences. That’s why we created the Lean in Finance Innovation Lab a unique experiential and cultural center designed to accelerate transformation in the service sector. Our labs combine the rigor of Lean Six Sigma with the creativity of digital innovation and the responsibility of sustainability, turning abstract concepts into measurable results.
Since 2024, we have organized two successful editions in Milan:
the first focused on innovation and immersive collaboration, using virtual and augmented reality to enhance teamwork across functions; the second explored AI Agents, helping participants design their own intelligent automation solutions; the third introduced advanced process mapping and simulation using process mining technologies to visualize and optimize business performance.
In 2026, we will continue this journey with new experiential programs:
a Customer Service & Operations Excellence Lab, dedicated to end-to-end service performance; a next-generation AI Agent Lab in partnership with UiPath, empowering teams to co-create intelligent process automation and a Customer Experience Enhancement Lab focused on Salesforce AI, bringing data, empathy, and technology together to shape the future of client engagement.
Each lab delivers real impact transforming how people think, collaborate, and innovate because transformation doesn’t happen in theory; it happens when people experience it.
