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Read more at: NEW Team Member to CSA

NEW Team Member to CSA

30 April 2025

We would like to introduce Katerina Loshkareva as the newest member to the Cambridge Service Alliance team. Katerina has joined us as the CSA Industrial Relationship Manager. With her experience in managing partnerships, Katerina will play a key role in strengthening the CSA relationship with our existing partners and...

Read more at: Journal of Service Management - NEW Member of Editorial Team

Journal of Service Management - NEW Member of Editorial Team

30 April 2025

Mohamed has recently joined the editorial team for Journal of Service Management. Congratulations Mohamed! Article from JoSM (April 2025) The Journal of Service Management is pleased to announce key changes to its editorial team, with Linda Alkire (née Nasr) and Sertan Kabadayi joining us as the new Co-Editors-in-Chief...

Read more at: Norwegian School of Economics (NHH)

Norwegian School of Economics (NHH)

3 April 2025

Visit to Norwegian School of Economics Mohamed has had a fantastic visit to the Norwegian School of Economics (NHH)! During this trip, he had the opportunity to: Engage with PhD students in thought-provoking discussions on the future of AI in business. D eliver a talk on "The Future of AI Agents in Boosting Sales &...

Read more at: Digital and Data Day

Digital and Data Day

20 March 2025

Event at Cambridge University Press & Assessment Mohamed Zaki was invited as a keynote speaker at the Digital & Data Conference Day hosted by Cambridge University Press & Assessment , where he spoke about how AI-augmented agents can transform customer experience in contact centres. His speech addressed key...

Read more at: Handbook of Service Experience

Handbook of Service Experience

26 February 2025

NOW PUBLISHED! We are proud to announce that the book ‘Handbook of Service Experience’ has now been published! Summary This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience...

Read more at: New Publication for Tor Andreassen

New Publication for Tor Andreassen

26 February 2025

Tor Andreassen has recently had a paper published in the Journal of Business Research, Volume 191. Here is an article about that paper Understanding the Business-to-Business Sharing Economy Most people are familiar with sharing economy platforms like Airbnb or Uber that serve consumers. But what happens when businesses...

Read more at: New Partner

New Partner

17 February 2025

Welcome to AstraZeneca We are delighted to welcome our newest member to the CSA - AstraZeneca ! Together, we’re embarking on an incredible journey to drive digital service transformation and explore cutting-edge technologies like AI and Generative AI. This partnership marks a shared vision between Cambridge Service...

Read more at: Visit to IULM University

Visit to IULM University

17 February 2025

February 2025 Mohamed was invited to teach at the Master in International Marketing & Sales Communication - IULM for the 6th edition While he was there he held his lessons with the title: Servitization & New Marketing Trends What did the students learn? How the new technologies such as AI, robots and virtual...

Read more at: Financial Times - Roundtable

Financial Times - Roundtable

6 February 2025

It was a pleasure to be invited by HCLTech to the Financial Times Breakfast Roundtable and to co-facilitate a discussion with Murad Ahmed on the future of AI Agents in driving innovation across different services, the workplace, and customer experience. A fantastic opportunity to connect with Ian C, Qasim Ali, Apoorv...

Read more at: BBC Innovation Day with HCL Tech

BBC Innovation Day with HCL Tech

5 February 2025

Date: 30th January 2025 Mohamed was invited to a BBC Innovation Day, collaborating with our partners HCL Tech, to explore the future of AI and Gen AI in designing innovative products, services, and personalised content. It was an insightful day filled with engaging discussions and presentations alongside industry...

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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