{"id":7588,"date":"2025-12-09T10:36:39","date_gmt":"2025-12-09T10:36:39","guid":{"rendered":"https:\/\/leaninfinance.mkalab.com\/non-categorise\/customer-service-excellence-lab\/"},"modified":"2026-01-16T15:23:55","modified_gmt":"2026-01-16T15:23:55","slug":"customer-service-excellence-lab","status":"publish","type":"post","link":"https:\/\/leaninfinance.mkalab.com\/fr\/evenements\/customer-service-excellence-lab\/","title":{"rendered":"Customer Service Excellence Lab"},"content":{"rendered":"\n<h4 class=\"wp-block-heading\">24 mars 2026 | Lean In Finance \u2013 Innovation Lab, Corso Venezia, Milan<br\/><br\/>Luca Saccardi \u2013 Group Customer Service Director, ACMI<br\/><\/h4>\n\n<h1 class=\"wp-block-heading\">L\u00e0 o\u00f9 le service de classe mondiale rencontre la transformation Lean, Digitale et Green.<\/h1>\n\n<p>Le Laboratoire<br\/>Le TOP Customer Service Laboratory est un workshop exclusif et de haut niveau, d\u00e9di\u00e9 aux leaders du service, de l\u2019after-sales et des op\u00e9rations de la Packaging Valley, l\u2019un des clusters industriels les plus innovants au monde. Accueilli au Lean In Finance Innovation Lab de Corso Venezia \u00e0 Milan, le laboratoire offre un environnement unique con\u00e7u pour l\u2019apprentissage appliqu\u00e9, l\u2019exp\u00e9rimentation et la collaboration entre dirigeants. <br\/><br\/>Anim\u00e9 par Luca Saccardi (ACMI), avec le soutien des experts Lean In Finance en Lean Six Sigma, Transformation Digitale, Intelligence Artificielle et Customer Excellence, le laboratoire r\u00e9unit des leaders d\u2019entreprises multinationales afin d\u2019explorer l\u2019avenir du Customer Service 4.0.<\/p>\n\n<h2 class=\"wp-block-heading\"><br\/><strong>Axes de Focus \u2013 \u00c9dition 2026<\/strong><\/h2>\n\n<p><strong>\u2022 Service 4.0 &amp; Op\u00e9rations Pr\u00e9dictives<\/strong><br\/>IA, IoT et analytics pour anticiper les pannes et optimiser l\u2019uptime.<br\/><strong>\u2022 Lean Customer Service Excellence<\/strong><br\/>R\u00e9duction des arr\u00eats machines, acc\u00e9l\u00e9ration des temps de r\u00e9ponse et am\u00e9lioration de l\u2019exp\u00e9rience client.<br\/><strong>\u2022 LifecycleLifecycle Management &amp; Strat\u00e9gie After-Sales<\/strong><br\/>Gestion de la base install\u00e9e, upgrades, contrats de service, optimisation des pi\u00e8ces d\u00e9tach\u00e9es.<br\/>\u2022 Durabilit\u00e9 dans le Service<br\/>Efficacit\u00e9 \u00e9nerg\u00e9tique, mat\u00e9riaux, r\u00e9duction du CO\u2082, circularit\u00e9.<br\/><strong>\u2022 Comp\u00e9tences Futures pour les \u00c9quipes Service<\/strong><br\/>Techniciens digitaux, support \u00e0 distance, d\u00e9veloppement des comp\u00e9tences.<\/p>\n\n<h2 class=\"wp-block-heading\"><br\/><strong>Qui participera<\/strong><\/h2>\n\n<p><strong>Dirigeants et managers d\u2019entreprises multinationales leaders de la Packaging Valley, notamment:<\/strong><\/p>\n\n<p>\u2022  Fabricants de machines et d\u2019automatisation pour le packaging<br\/>\u2022 Constructeurs d\u2019installations Food &amp; Beverage et Pharma<br\/>\u2022 Int\u00e9grateurs de syst\u00e8mes de packaging \u00e0 haute cadence<br\/>\u2022 Organisations d\u2019after-sales et de field service<br\/>\u2022 Leaders de la transformation digitale et de l\u2019IoT<br\/>\u2022 Responsables service excellence et customer care<br\/><br\/>Participation uniquement sur invitation.<\/p>\n\n<p><\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Programme \u2013 24 mars 2026 | Milan Innovation Lab<\/strong><\/h2>\n\n<p><strong>Keynote d\u2019ouverture<\/strong><br\/>\u00ab Customer Service 4.0 dans le Packaging \u00bb \u2013 Luca Saccardi<\/p>\n\n<p>Benchmarking &amp; \u00c9tudes de cas<br\/>\u2022 Comment les entreprises leaders red\u00e9finissent le service pour maximiser la valeur sur l\u2019ensemble du cycle de vie<br\/>\u2022 Transformation Lean dans des environnements de packaging \u00e0 haute vitesse<\/p>\n\n<p><strong>Session de l\u2019apr\u00e8s-midi<br\/>Excellence Laboratory \u2013 Session Hands-on<\/strong><br\/>\u2022 Cartographie du Value Stream du Customer Service<br\/>\u2022 Identification des goulots d\u2019\u00e9tranglement et des contraintes syst\u00e8me<br\/>\u2022 Utilisation des donn\u00e9es, tableaux de bord et outils pr\u00e9dictifs<\/p>\n\n<p><strong>Conception Op\u00e9rationnelle en \u00c9quipe<\/strong><br\/>\u2022 Groupes inter-entreprises<br\/>\u2022 Conception du mod\u00e8le de service \u00ab future state \u00bb<br\/>\u2022 Prototypage rapide de solutions de service<\/p>\n\n<p>Table Ronde Ex\u00e9cutive<br\/>\u2022 Mod\u00e9r\u00e9e par Lean In Finance<br\/>\u2022 Enseignements cl\u00e9s et engagements strat\u00e9giques<br\/>Networking &amp; Cl\u00f4ture<br\/>\u2022 Cocktail &amp; Executive Networking<\/p>\n\n<p>Innovation Lab, Corso Venezia \u2013 Milan<br\/><br\/><\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Pourquoi participer<\/strong><\/h2>\n\n<p><strong>Les participants b\u00e9n\u00e9ficieront de:<\/strong><\/p>\n\n<p>\u2022 Un blueprint complet pour \u00e9lever les op\u00e9rations de service<br\/>\u2022 Des m\u00e9thodes pratiques pour acc\u00e9l\u00e9rer les temps de r\u00e9ponse et la fiabilit\u00e9<br\/>\u2022 Des techniques de service pr\u00e9dictif et data-driven<br\/>\u2022 Une perspective cross-industry issue de la Packaging Valley<br\/>\u2022 Des outils pour r\u00e9duire le downtime et les co\u00fbts op\u00e9rationnels<br\/>\u2022 L\u2019acc\u00e8s au Lean In Finance Excellence Network 2026\u20132027<\/p>\n\n<h2 class=\"wp-block-heading\"><strong>Livrables<\/strong><\/h2>\n\n<p><strong>Les participants recevront:<\/strong><\/p>\n\n<p>\u2022 TOP Customer Service Report 2026<br\/>\u2022 Toolkit de Service Value Stream Mapping<br\/>\u2022 Benchmark deck pour usage interne<br\/>\u2022 Plan d\u2019actions (Lean + Digital + Green)<br\/>\u2022 Certificat de participation<br\/>\u2022 Invitation aux prochains Excellence Labs<\/p>\n\n<h2 class=\"wp-block-heading\"><br\/><strong>Lean In Finance Innovation Lab<\/strong><\/h2>\n\n<p>Dans de nombreux secteurs industriels, des innovation labs exp\u00e9rientiels existent d\u00e9j\u00e0 : des go-kart factories de McKinsey aux ateliers o\u00f9 les \u00e9quipes construisent des v\u00e9los pour exp\u00e9rimenter la collaboration et l\u2019excellence des processus.<br\/>Dans le monde des services, il manquait toutefois un espace similaire : un lieu o\u00f9 les professionnels puissent exp\u00e9rimenter, apprendre et se transformer \u00e0 travers des exp\u00e9riences r\u00e9elles, digitales, Lean et centr\u00e9es sur l\u2019humain.C\u2019est pourquoi nous avons cr\u00e9\u00e9 le Lean In Finance Innovation Lab : un centre exp\u00e9rientiel et culturel unique, con\u00e7u pour acc\u00e9l\u00e9rer la transformation dans le secteur des services. Nos laboratoires combinent la rigueur du Lean Six Sigma, la cr\u00e9ativit\u00e9 de l\u2019innovation digitale et la responsabilit\u00e9 de la durabilit\u00e9, transformant des concepts abstraits en r\u00e9sultats mesurables.   <br\/><br\/>Depuis 2024, nous avons organis\u00e9 avec succ\u00e8s plusieurs \u00e9ditions \u00e0 Milan:<br\/>\u00b7 une premi\u00e8re d\u00e9di\u00e9e \u00e0 l\u2019innovation et \u00e0 la collaboration immersive, avec l\u2019utilisation de la r\u00e9alit\u00e9 virtuelle et augment\u00e9e;<br\/>\u00b7 une deuxi\u00e8me ax\u00e9e sur les AI Agents, avec la conception de solutions d\u2019automatisation intelligente ;<br\/>\u00b7 une troisi\u00e8me centr\u00e9e sur le process mapping avanc\u00e9 et la simulation, via des technologies de process mining pour visualiser et optimiser les performances de l\u2019entreprise.<br\/><br\/>En 2026, nous poursuivrons ce parcours avec de nouveaux programmes exp\u00e9rientiels :<br\/>\u00b7 Customer Service &amp; Operations Excellence Lab, d\u00e9di\u00e9 \u00e0 la performance end-to-end du service ;<br\/>\u00b7 AI Agent Lab de nouvelle g\u00e9n\u00e9ration, en partenariat avec UiPath, pour co-cr\u00e9er des automatisations intelligentes ;<br\/>\u00b7 Customer Experience Enhancement Lab, ax\u00e9 sur Salesforce AI, afin d\u2019unir donn\u00e9es, empathie et technologie et fa\u00e7onner l\u2019avenir de l\u2019exp\u00e9rience client.<br\/><br\/>Chaque laboratoire g\u00e9n\u00e8re un impact r\u00e9el, transformant la mani\u00e8re dont les personnes pensent, collaborent et innovent.<br\/>Parce que la transformation ne se produit pas en th\u00e9orie : elle se r\u00e9alise lorsque les personnes la vivent.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>24 mars 2026 | Lean In Finance \u2013 Innovation Lab, Corso Venezia, Milan Luca Saccardi \u2013 Group Customer Service Director, ACMI L\u00e0 o\u00f9 le service de classe mondiale rencontre la transformation Lean, Digitale et Green. Le LaboratoireLe TOP Customer Service Laboratory est un workshop exclusif et de haut niveau, d\u00e9di\u00e9 aux leaders du service, de [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":7587,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_eb_attr":"","footnotes":""},"categories":[48],"tags":[],"class_list":["post-7588","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-evenements"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Excellence Lab - Lean in Finance<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Excellence Lab - Lean in Finance\" \/>\n<meta property=\"og:description\" content=\"24 mars 2026 | Lean In Finance \u2013 Innovation Lab, Corso Venezia, Milan Luca Saccardi \u2013 Group Customer Service Director, ACMI L\u00e0 o\u00f9 le service de classe mondiale rencontre la transformation Lean, Digitale et Green. 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