Customer Service Excellence Lab

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 – 30 June 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

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