Volume 02
The changing paradigm of media technology services
Alex.: Hello Stephan, thank you for taking the time. Before we get started, can you briefly introduce yourself and tell us what you do?
Stephan:Hello Alex., with pleasure. My name is Stephan Verfürth and I'm head of the Managed Services department at SIGMA. This includes everything to do with customer satisfaction, service and maintenance of installations, software maintenance and life cycle management.
Alex.: In the media technology industry today, it seems to go beyond just hardware and installations. Is that the case?
Stephan: Exactly, it's no longer just about devices and setting them up. Today, the focus is on developing holistic end-to-end solutions that improve the user experience and increase productivity at the same time. Customers no longer just want technology; they expect adaptable and customised support from service providers.
Alex.Can you elaborate on that?
Stephan: Let's take hybrid working models as an example: companies expect added value to be created in addition to the smooth functioning of technology, or let's look at the retail sector: immersive technologies create inspiring environments and increase customer loyalty. Our role has expanded - it is now a mixture of strategic consulting, technical implementation and ensuring that our solutions remain future-proof.
Alex.:Future - a good keyword that I would like to pick up on. What role does artificial intelligence play for you in the service of media technologies?
Stephan: Artificial intelligence will fundamentally change the way we operate and maintain media technologies in the long term. I see areas of application in the industry that are particularly exciting.
Alex.: What are they?
Stephan: Predictive maintenance: AI algorithms analyse device data in real time and identify potential problems before they even occur. This prevents unplanned downtime and ensures constant, reliable performance.
Interviewer: And customers benefit directly from this?
Stephan: Absolutely. These technologies create added value.
Alex.: I would like to know more about that. What are these added-value experiences?
Stephan: Let's take the adaptive control of media technology systems that optimise themselves using AI. One example would be intelligent control of AV systems that adapt the content and volume based on the number of people in a room or their mood (recognised by image or sound analysis).
Alex.: I would like to address the issue of sustainability? How is the industry responding to such an important topic? Are there specific approaches that make media technologies more sustainable?
Stephan: Absolutely, sustainability has become a key issue in the media technology industry in recent years. It's no longer just about technical innovations, but also about how we can use them responsibly.
Alex.: Do you have any examples?
Stephan: One approach is energy efficiency. Many companies today rely on technologies that optimise their energy consumption, for example through programmed control systems that only activate devices when they are actually needed. This saves resources and reduces operating costs.
Another point is extending the service life of devices. Instead of replacing hardware quickly, the focus is increasingly on upgrades and modular designs that facilitate repairs and retrofits.
Alex.: Are there also approaches to making the production side more sustainable?
Stephan: Definitely. In the production of media technology, many manufacturers are focussing on recycled materials and reducing waste in production. Devices are also being designed in such a way that they are easier to recycle. Cloud-based infrastructure is also a major trend. Shifting processes to the cloud reduces the need for energy-intensive hardware on site.
Alex.: And what about the responsibility of the service providers?
Stephan: The aspect of sustainable consulting plays a major role here. Service providers work closely with their customers to develop solutions that are not only powerful but also environmentally friendly. For example, by using energy-efficient displays or integrating renewable energy sources into AV systems
Alex.: That sounds like a broad spectrum of measures.
Stephan: That's what it is. The industry has recognised that sustainability is not only a moral responsibility, but also a competitive advantage. Customers today are increasingly demanding solutions that are not only technologically but also ecologically future-proof. This is driving innovation in a very positive direction.
Alex.: That sounds like exciting progress. But what challenges do you see specifically in service? Especially in terms of expertise and compliance?
Stephan: That is a very important point. We are actually facing several challenges in the service sector. Firstly, there is the rapid pace of technological progress. Media technologies are developing so quickly that it can be difficult to keep the necessary expertise up to date. Service teams need to be continuously trained to keep up with new technologies, protocols and devices.
Alex.: So it's a question of further training?
Stephan: Exactly. But it's more than that. Service today requires not only technical knowledge, but also an understanding of data protection and compliance regulations. Customers rightly expect their data to be secure.
Alex.: And how do service teams deal with these expectations?
Stephan: It's about integrating compliance into the service process. For example, all systems used must be set up in such a way that they fulfil the legal requirements - from data storage to processing. This requires not only technical expertise, but also legal understanding.
Alex.: Are there any other challenges?
Stephan: Yes, the availability of skilled labour is also a major issue. The demand for specialists in the field of media technology is growing, but the labour market can barely keep up. What's more, many service providers operate worldwide, which brings with it country-specific compliance regulations and different technical standards.
Alex.: How can the industry respond to this?
Stephan: One option is to make greater use of automation and AI in service. This can automate repetitive tasks and free up service teams so that they can focus on more complex challenges. Collaboration and knowledge sharing between companies are also becoming increasingly important in order to find solutions together and spread expertise widely.
Alex.: Thanks for the insights Stephan.
