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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:

Podcast Interview with Deputy Director Dr Mohamed Zaki

Podcast Interview with Deputy Director Dr Mohamed Zaki

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

Podcast Interview with Deputy Director Dr Mohamed Zaki - Read More…

Podcast - The Fallacy of the Net Promoter Score

Podcast - The Fallacy of the Net Promoter Score

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Podcast - The Fallacy of the Net Promoter Score - Read More…

Webinar - Business Ecosystems - Classification Model

Webinar - Business Ecosystems - Classification Model

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

Webinar - Business Ecosystems - Classification Model - Read More…

MSI Award for Customer Attrition Prevention with Artificial Intelligence project

MSI Award for Customer Attrition Prevention with Artificial Intelligence project

A new award from the Marketing Science Institute for a project on customer attrition prevention with artificial intelligence, by Dr Mohamed Zaki and Dr. Benjamin Lucas

MSI Award for Customer Attrition Prevention with Artificial Intelligence project - Read More…

A Systems Perspective on Business Model Evolution

A Systems Perspective on Business Model Evolution

June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander Velu

A Systems Perspective on Business Model Evolution - Read More…

 Customer Satisfaction Scores Hide Problems

Customer Satisfaction Scores Hide Problems

Marketing Week Article by Mohamed Zaki, 12 June 2017, on Customer Satisfaction Scores.

Customer Satisfaction Scores Hide Problems - Read More…

Seminar on Co-Creation in Living Labs - Italy

Seminar on Co-Creation in Living Labs - Italy

Seminar on 'Co-creation in Living Labs: An Interorganisational Perspective' at Carlo Cattaneo University in Castellanza, Italy.

Seminar on Co-Creation in Living Labs - Italy - Read More…

New Executive Courses on Ecosystems Strategy

New Executive Courses on Ecosystems Strategy

We are pleased to announce a new executive programme on Ecosystems Strategy, to be held in Cambridge on 22 November 2017

New Executive Courses on Ecosystems Strategy - Read More…

Bridging the Co-Creation Gap

Bridging the Co-Creation Gap

May Paper Release on ‘Bridging the Co-creation Gap Between Co-creators, Companies and Living Lab’ by Katharina Greve, Veronica Martinez and Andy Neely

Bridging the Co-Creation Gap - Read More…

Webinar - A Process for B2B Partnerships

Webinar - A Process for B2B Partnerships

8 May 2017 - A Process for B2B Partnerships: Designing to deliver capability across companies

Webinar - A Process for B2B Partnerships - Read More…

RECODE Workshop at CIRP manufacturing systems 2017 conference in Taichung, Taiwan

RECODE Workshop at CIRP manufacturing systems 2017 conference in Taichung, Taiwan

Special Session: Re-Distributed Manufacturing – Pathway to Impact UK and Global Perspectives, May 3rd - 5th, 2017, Taichung, Taiwan ROC

RECODE Workshop at CIRP manufacturing systems 2017 conference in Taichung, Taiwan - Read More…

Alliance Visitor - Martin Fritze

Alliance Visitor - Martin Fritze

Welcome to Alliance Visitor, Martin P Fritze, from the Institute for Marketing and Service Research at University of Rostock in Germany.

Alliance Visitor - Martin Fritze - Read More…

UK Defence and Security Innovation Initiative Event

UK Defence and Security Innovation Initiative Event

Florian Urmetzer presents Ecosystems Mapping and Value Exchange to the UK Defence and Security Innovation Initiative.

UK Defence and Security Innovation Initiative Event - Read More…

Business Ecosystems: Towards a Classification Model

Business Ecosystems: Towards a Classification Model

April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez

Business Ecosystems: Towards a Classification Model - Read More…

ISSIP/NSF Workshop

ISSIP/NSF Workshop

Veronica Martinez invited to National Science Foundation & ISSIP event on Human-Technology Frontier for Smart Services

ISSIP/NSF Workshop - Read More…

Exploring the Journey to Services - Podcast Interview

Exploring the Journey to Services - Podcast Interview

In a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Exploring the Journey to Services - Podcast Interview - Read More…

Service Excellent Programme Delivered to Veolia

Service Excellent Programme Delivered to Veolia

A Two-Day Service Excellence Programme has been developed and delivered to Veolia by the Cambridge Service Alliance.

Service Excellent Programme Delivered to Veolia - Read More…

Exploring the Journey to Services

Exploring the Journey to Services

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Exploring the Journey to Services - Read More…

Webinar - The Ecosystems Value Framework

Webinar - The Ecosystems Value Framework

13 March 2017 - The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems - Florian Urmetzer

Webinar - The Ecosystems Value Framework - Read More…

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…

Service Week 2017 - Bridging to 'new' service technology

Service Week 2017 - Bridging to 'new' service technology

Cambridge Service Week 2017 will commence with the Academic Conference on 5-6 October, followed by the Industry Day Conference on Tuesday 10 October and a Partner only event on 11 October.

Service Week 2017 - Bridging to 'new' service technology - 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…

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Upcoming events

Cambridge Service Week 2017 - Academic Conference

Oct 05, 2017

IfM, Cambridge, UK

Cambridge Service Week 2017 - Industry Conference

Oct 10, 2017

Moller Centre, Cambridge, UK

Cambridge Service Week 2017 - Partners Day

Oct 11, 2017

Moller Centre, Cambridge, UK

Shift to Services Executive Education Programme

Nov 15, 2017

IfM, Cambridge, UK

Upcoming events