ISS 2020 Vision Future of Service Management | Page 10

2. Acknowledgements
At ISS, we are very grateful for our close collaboration with the Copenhagen Institute for
Futures Studies (CIFS), the International Facilities Management Association (IFMA) and the
CoreNet Global. I would especially like to thank President and CEO Tony Keane and Manager
– Benchmarking & Analysis, Nickalos A. Rocha from IFMA together with Director – Knowledge
and Research Sonali Tare from CoreNet Global for their kind help and support in orchestrating
the empirical surveys for their respective membership portfolios.
Director Jeffrey Scott Saunders and Researcher Kyle Brown have once again been instrumental
in conducting research, in-depth interviews and writing the report. This report is the fifth and
final report in the ISS 2020 Vision series. I am delighted and thankful for the work carried
out by Jefferey and Kyle throughout all five reports, of course with great support from the
CIFS team.
On behalf of ISS, I would especially like to thank the twelve interviewed subject-matter experts
who were kind enough to engage in fruitful discussions via telephone and web meetings. All
subject-matter experts have been interviewed during the months of August and September
2016. We are very appreciative for their cooperation, interest and valuable input provided.
The subject matter experts are shown on the right.
I would like to extend my appreciation and gratitude to my ISS colleagues represented by
the “Bridge Programme” 1 for their help, input and ideas in developing the relevant themes
for the report and for their inspiration on the operational aspects of Service Management. In
addition, I also wish to thank Disney Institute for their kind collaboration around the ISS Top
Management Conference, 2016, which provided important input and inspiration on where
the Future of Service Management is heading.
Finally, I would like to express my deep gratitude to my own team and especially to Marketing
Manager, Anders Gjørup Hansen and Business Analytics Manager, Simon Svegaard who have
been critical in the coordination and development of this report. Especially one person need
to be singled out in this process; Event and Design Manager, Brian Borup, who have been
responsible for the design and layout of this, the fifth ISS 2020 Vision report and also for the
previous four reports.
Thank you!
Peter Ankerstjerne
CMO / Head of Group Marketing
ISS 2020 Vision – Project Responsible
1
8
The ISS Bridge Group consists of; Alexandra Epaillard, France, Carrey Hu, China, Chris Towler, Group Operations, Christian
Lauritzen, Group People & Culture, Darryl Prince, Asia-Pacific, Francisco Ruiz, UK, Frederikke Bollerup-Jensen, Northern
Europe, Lone Bastrup Bruun, Group Procurement, Margie Rodriguez, US, Park Tuck Weng, Singapore, Signe Adamsen,
Northern Europe, Stephanie Hamilton, UK, Thiago Santana, Brazil
Subject-matter experts
• Alan Williams, Director, Servicebrand Global
Ltd.
• Brenda Groen, PhD, MSc – Senior Lecturer,
Saxion University of Applied Sciences
• Dr. Christian Coenen, Lecturer, Zurich
University of Applied Sciences
• Dr. Christian Grönroos, Professor Emeritus,
Hanken School of Economics, Finland
• Mike Hohnen, MBA, ACC – Leadership
Coach, Facilitator & Professional Speaker
• Nicola Chamberlain, Design Director, Trend
Forecasting & Strategy, Veryday
• Ron Van Der Weerd, LL.M, Msc – Program
Manager, Hanze University. Chair EuroFM.
• Stefan Moritz, Senior advisor, Veryday
• Shep Hyken, Customer Service author and
speaker
• Stine Staffeldt, External Lecturer,
Copenhagen Business School
• Søren Bechmann, Service Design Institute
• Thomas L. Mitchell, Jr. – PhD candidate, CFM,
IFMA Fellow, COO, FM3IS Associates, LLC.