We’re proud to share that Mohamed Zaki has received the Highly Commended Paper Award at the prestigious Frontiers 2025 Conference for the paper "Personal Touch in Digital Customer Service: A Conceptual Framework of Relational Personalization for Conversational AI" published in the Journal of Service Theory and Practice.

Mohamed Zaki would like to share his recognition with his co-authors Jan H. Blümel and Thomas Bohné on this outstanding achievement!

Special thanks to Chatura Ranaweera and Marianna Sigala, co-editors of JSTP, for their support and for presenting the award.

We’re also grateful to Yany Gregoire, Clay Voorhees, Paul Fombelle and the entire team behind Frontiers 2025 for hosting such an inspiring and well-organized event.

Link to paper can be found here