Shaping the Future of Services: From Challenge to Opportunity

In a world where customers face growing complexity, volatility, and uncertainty, service providers are at a crossroads. To stay relevant and make a meaningful impact—not just on their clients but on society—they must shift from simply delivering services as products to profoundly embedding themselves in the lives of those they serve. The question is: How can service providers seize this opportunity and lead the way into the future?

Björn’s keynote is a powerful exploration of this critical transformation. With a fresh, human-centered perspective on change management and the evolving service industry, he inspires audiences to rethink their role, reimagine their impact, and confidently embrace the future.

Themes that challenge and inspire

1. Adapting to a Changing World of Services

Complexity is increasing for customers, but it’s also creating space for service providers to add value in new ways. Björn uses insights from markets like The Netherlands to illustrate how organizations can turn global trends into meaningful action.

2. The Customer Perspective: A Shift Toward Support

Behavioral economics reveals a simple truth: customers need more than information—they need clarity, confidence, and guidance. Björn unpacks how service providers can serve meaningfully to help clients navigate their most critical decisions.

3. Bridging the Gap Between Current Practices and Future Needs

Annual research with advisors and customers shows an apparent disconnect between traditional service models and customer expectations. Björn identifies opportunities to close this gap and build stronger, more impactful relationships.

4. Collaborating Within Customer Ecosystems

The future of services isn’t transactional—it’s meaningful. Björn highlights how organizations can embed themselves into their customers’ lives, leveraging their expertise and networks to create lasting impact.

5. Facing the Challenge of Change

Change is hard, but it’s also essential. Björn provides deep insights into the complexities of profound change, empowering audiences to approach change with confidence and purpose.

6. A Roadmap for the Future: The Make Change Happen Strategy

By embracing curiosity and a forward-thinking mindset, service providers can learn from the future as it unfolds. Björn shares his Make Change Happen framework, offering practical steps to navigate uncertainty and drive meaningful progress.

Takeaways for the audience

• A clear, positive perspective on the evolving role of services in society.

• Insight into opportunities for innovative, impactful business models.

• A deeper understanding of the challenges and complexities of change—and how to overcome them.

• Practical, actionable steps to move forward with purpose and confidence.

Björn’s keynote offers more than inspiration—it delivers clarity, tools, and direction for organizations ready to face the future head-on. With his engaging storytelling and research-backed insights, your audience will be empowered to tackle their challenges and create meaningful change in their customers’ lives.

Get in touch for an offer to engage and inspire your audience towards a meaningful future!