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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Quarterly Newsletter

The Alliance publishes quarterly newsletters, with updates on all its activities as well as details of upcoming events etc.  

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News items

Find out what the Alliance has been working on:

Risks of Outcome-Based Service Contracts

Risks of Outcome-Based Service Contracts

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely

Risks of Outcome-Based Service Contracts - Read More…

New Pro-Vice-Chancellor Role for Professor Andy Neely

New Pro-Vice-Chancellor Role for Professor Andy Neely

Professor Andy Neely, the University of Cambridge's new Pro-Vice-Chancellor of Enterprise and Business Relations.

New Pro-Vice-Chancellor Role for Professor Andy Neely - Read More…

Webinar on Classification of Noisy Data

Webinar on Classification of Noisy Data

13 February 2017 - Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation - Abdul Khan

Webinar on Classification of Noisy Data - Read More…

Podcast on Ecosystems Value Framework

Podcast on Ecosystems Value Framework

Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.

Podcast on Ecosystems Value Framework - Read More…

SOM Forum Presentation on Co-Creation

SOM Forum Presentation on Co-Creation

In January, Katharina Greve presented her research 'Facilitating Co-creation in Living Labs: The Customer Perspective' at the 9th Service Operations Management Forum in Copenhagen, Denmark.

SOM Forum Presentation on Co-Creation - Read More…

Webinar - Customer Loyalty Predictive Model

Webinar - Customer Loyalty Predictive Model

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

Webinar - Customer Loyalty Predictive Model - Read More…

Webinar - Feedback from the Frontline

Webinar - Feedback from the Frontline

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

Webinar - Feedback from the Frontline - Read More…

What is Servitization in Manufacturing Webinar

What is Servitization in Manufacturing Webinar

Mohamed Zaki was an invited presenter at the Gemalto Webcast Series for 'Ask the Experts' on 13 December 2016.

What is Servitization in Manufacturing Webinar - Read More…

Ecosystems Value Framework Paper

Ecosystems Value Framework Paper

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

Ecosystems Value Framework Paper - Read More…

Customer Experience Analytics - Data Insights Cambridge Event

Customer Experience Analytics - Data Insights Cambridge Event

Mohamed Zaki was invited as a guest speaker at Data Insights Cambridge event held in December 2016

Customer Experience Analytics - Data Insights Cambridge Event - Read More…

Classification of Noisy Data

Classification of Noisy Data

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed Zaki

Classification of Noisy Data - Read More…

EPSRC Institutional Sponsorship Grant 2016 - Small Partnership Awards

EPSRC Institutional Sponsorship Grant 2016 - Small Partnership Awards

Mohamed Zaki and Abdul Rauf Khan from the CSA awarded a fund to investigate the application of advanced Big Data methods in manufacturing industry.

EPSRC Institutional Sponsorship Grant 2016 - Small Partnership Awards - Read More…

Webinar - Data Diagnostic Tool

Webinar - Data Diagnostic Tool

November Webinar on the 'Data Diagnostic Tool' by Dr Mohamed Zaki

Webinar - Data Diagnostic Tool - Read More…

Customer Loyalty Predictive Model Paper

Customer Loyalty Predictive Model Paper

The October 2016 paper by Mohamed Zakie, Dalia Kandeil, Andy Neely and Janet McColl-Kennedy, on 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Customer Loyalty Predictive Model Paper - Read More…

Guest speaker on Data-Driven Business Model

Guest speaker on Data-Driven Business Model

Mohamed Zaki was invited as a guest speaker to deliver a session to the Manchester Business School MBA students.

Guest speaker on Data-Driven Business Model - Read More…

Podcasts from Growing your Service Business in An age of Digital Disruption

Podcasts from Growing your Service Business in An age of Digital Disruption

In a new series of podcasts from the Cambridge Service Alliance key speakers discuss their presentations from our one-day conference in October 2016 on ‘Growing your service business in an age of digital disruption’.

Podcasts from Growing your Service Business in An age of Digital Disruption - Read More…

IET Award for Professor Andy Neely

IET Award for Professor Andy Neely

Andy Neely has been awarded the Viscount Nuffield Silver Medal for Services to Manufacturing by the IET (Institute of Engineering and Technology) Achievement Medal.

IET Award for Professor Andy Neely - Read More…

CITEK16 conference

CITEK16 conference

Florian Urmetzer presents his research at the CITEK16 conference.

CITEK16 conference - Read More…

Guest Article - Data-Driven Text Mining for CX Analytics in Services

Guest Article - Data-Driven Text Mining for CX Analytics in Services

Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'

Guest Article - Data-Driven Text Mining for CX Analytics in Services - Read More…

Webinar - Critical Incidents in Complex Services

Webinar - Critical Incidents in Complex Services

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

Webinar - Critical Incidents in Complex Services - Read More…

Podcast on Critical Incidents in Complex Service Contracts

Podcast on Critical Incidents in Complex Service Contracts

Podcast from Chara Makri on 'Critical incidents in complex service contracts: Safety challenges and means of prevention'

Podcast on Critical Incidents in Complex Service Contracts - Read More…

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

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

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

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

Webinar - Enterprise KPIs - Andy Neely

Webinar - Enterprise KPIs - Andy Neely

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely

Webinar - Enterprise KPIs - Andy Neely - Read More…

September 2016 Newsletter

September 2016 Newsletter

The September 2016 edition of the Cambridge Service Alliance Newsletter.

September 2016 Newsletter - Read More…

Customer Experience Analytics - Marketing Science Institute Award

Customer Experience Analytics - Marketing Science Institute Award

Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.

Customer Experience Analytics - Marketing Science Institute Award - Read More…

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Upcoming events

Shift to Services Executive Education Programme

Apr 04, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Upcoming events