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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Do you know what your customers really think about you?

Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.

Dr Mohamed Zaki and Professor Janet McColl-Kennedy, worked with CSA partners to devise a more nuanced way of understanding the customer experience using machine learning. 

Read the article here.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, Bouygues UK among others.


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