Optimise, Transform and Re-invent

Changing market dynamics driven by disruptive technology, shifting growth platforms and customer demand creates new industry imperatives focussed on end-to-end efficiencies, hyper CX models and innovating across business models in a digital world.

The journey to service transformation builds deep and lasting relationships with customers and employees through personalized experiences that adapt to changing dynamics.

View on demand


Join IBM and Sandvik to learn about the end-to-end journey in tackling large transformation programs and lessons learned.

Understand what it will take to create competitive advantage and truly differentiating experiences designed for a digital and cognitive world.

Get a sneak peak and hear the latest insights derived from IBM Institute for Business Value (IBV) – delivers fact-based strategic insights for business executive on issues including performance data and other benchmarking measures – on the service transformation global client study for manufacturing before its released later this month.


Petri Mannonen, Product Line Manager, Sandvik

Petri joined Sandvik in 2007 and has worked with digital transformation of mines since then. Currently, he works as a Product Line Manager and is responsible for the digital offering related to analytics and process optimization at Sandvik Mining and Rock Technology.

Hans Bracke, Service Transformation Global Lead, IBM

In his largely Product Management and Alliance focused role, Hans develops and champions Industry Solutions combining the strength of Salesforce, IBM and their partners including e.g. Apple, Adobe, and SAP to deliver value to the customers faster. Hans creates Industry Solutions which enable organisations to accelerate their journey from selling products to deliver services, increase revenues, and enable new eco-systems.

Robert McDonald, Vice President, Global CRM Experience, IBM

Robert accomplished Senior Client Experience Executive with deep expertise in all Global Technical Support, Professional Services, and Training businesses. He has an extensive experience in leading and managing global teams with a proven track record of success in returning strong business results.

Donna Walker, Director of IBM Support Transformation, Training and Skills, IBM

Donna drives transformation of the digital self-service client support experience for a large multinational technology company. She develops IBM Training and Skills programs to drive IBM technology skills in the market, expanding global presence, launching digital training offerings, and developing award-winning credential programs.