The Alliance publishes quarterly newsletters, with updates on all its activities as well as details of upcoming events etc.
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Find out what the Alliance has been working on:
9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki
12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer
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.
December 2016 Alliance Newsletter
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
Mohamed Zaki and Abdul Rauf Khan from the CSA awarded a fund to investigate the application of advanced Big Data methods in manufacturing industry.
November Webinar on the 'Data Diagnostic Tool' by Dr Mohamed Zaki
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'.
Mohamed Zaki was invited as a guest speaker to deliver a session to the Manchester Business School MBA students.
Evening Standard Article by Anthony Hilton - following Servcie Week 2016 Industry Day Conference
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’.
Andy Neely has been awarded the Viscount Nuffield Silver Medal for Services to Manufacturing by the IET (Institute of Engineering and Technology) Achievement Medal.
Florian Urmetzer presents his research at the CITEK16 conference.
Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'
3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri
Podcast from Chara Makri on 'Critical incidents in complex service contracts: Safety challenges and means of prevention'
Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely
Research Grants Target CX Article by Marketing Science Institute.
12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely
Latest Trends in the Switch to Services in Manufacturing Companies - Podcast Interview with Professor Neely
Highlights of the latest trends in the switch to services in manufacturing companies in 2016
The September 2016 edition of the Cambridge Service Alliance Newsletter.
Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.
July paper on 'Critical Incidents in Complex Service Contracts: Safety Challenges and Means of Prevention' by Chara Makri and Andy Neely
July Webinar on 'Service in the Platform Context: A review of the state of the art' by Xia Han
Podcast by Katharina Greve and Veronica Martinez on her new joint research on Living Labs.
Invited talk to BMW Summer School on 'Car as a Service' by Florian Urmetzer.
The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA
Calling a cab has never been easier, but launching a service platform business presents many challenges. In this podcast, Xia Han talks about his paper “Service in the platform context: a review of the state of the art”.
Webinar for Policy Makers - 'Facilitating Co-Creation in Living Labs - The Josephs Study'
Redistributed Manufacturing Workshop hosted in Euroma Conference 2016