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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Video - Introduction to the Cambridge Service Alliance

Video explaining the Cambridge Service Alliance


Webinar - Enterprise KPIs

In this September 2016 Webinar Andy Neely discusses the Alliance developed tool for Enterprise KPIs - Aligning Metrics Across Complex Service Networks


Latest Executive Briefing

'Feedback from the Frontline: engaging front line employees in service innovation' is the latest Executive Briefing, which looks at how front-line employees (FLEs) are perfectly positioned to provide feedback about the organisation’s service provision, both in terms of their own views on the customer-service interaction (voice of the employee – VoE), and their perceptions of the customers’ views on that interaction (voice of the customer through the voice of the employee – VoCE).


Video - What is the Future of Servitization

Many manufacturing firms are choosing to adopt or partly introduce a service-based model to create new and longer-term revenue streams. But how will servitization evolve in the future and how will it affect businesses and consumers? Andy Neely, Head of the Cambridge Service Alliance, explains what servitization is and what opportunities it will create for manufacturers in the future.


Latest Alliance Newsletter

The Alliance produces regular email newsletter updates of activities, research and events. Here you can view current and previous editions of the Cambridge Service Alliance Newsletter.


Video - How Can Big Data Create Value?

A New Video on Big Data by Dr Mohamed Zaki, Cambridge Service Alliance


Podcast - 7 Critical Success Factors in the Shift to Services

Podcast interviews with authors of the latest Executive Briefing 'Seven Critical Success Factors in the Shift to Services'


Upcoming events

Making the Shift to Services - Two Day Executive Workshop

Nov 23, 2016

Institute for Manufacturing, Cambridge, UK

Upcoming events


Read the latest Blogs from The Cambridge Service Alliance

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Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

RSS Feed Latest news

Evening Standard Column - Britain is Suffering because Politicians Don't Get Tech

Oct 12, 2016

Evening Standard Article by Anthony Hilton - following Servcie Week 2016 Industry Day Conference

CITEK16 conference

Oct 08, 2016

Florian Urmetzer presents his research at the CITEK16 conference.

Webinar - Critical Incidents in Complex Services

Oct 03, 2016

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

Feedback from the Frontline: Engaging front-line employees in service innovation

Sep 20, 2016

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely

Article by the Marketing Science Institute - Research Grant Target CX

Sep 15, 2016

Research Grants Target CX Article by Marketing Science Institute.

View all news