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developing new understanding and approaches to complex service systems

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Podcasts

Dr Mohamed Zaki - Deputy Director of the Cambridge Service Alliance 

Mohamed Zaki talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.

The Fallacy of the Net Promoter Score

Interview with Dr Mohamed Zaki 

Mohamed Zaki discusses his paper which looks at the traditionally held measurement scores for customer loyalty and it is remodelling how in reality, customers stay loyal to a company or product.

Exploring the Journey to Services

Interview with Dr Veronica Martinez 

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.

A Process for B2B Partnerships

Interview with Dr Florian Urmetzer 

Fight tough in 2017 but also remember to chill out with your B2B partners and know what value these relationships bring to the table. Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: A process for B2B Partnerships: designing to deliver capabilities across companies.

Ecosystems Value Exchange Framework

Interview with Dr Florian Urmetzer 

This podcast discusses the reasons why, in 2017, measuring value exchange in your ecosystems is a powerful analytical tool for managers.
Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems'.

Service Week 2016 - Compilation Podcast of all speakers from the Industry Day Conference

Andy Neely, Brian Holliday, Per Sternqvist, Fred Jones, Veronica Martinez

Compilation Podcast of all speakers from the Industry Day Conference, 'Growing Your Service Business in an Age of Digital Disruption', held on 11 October. [transcript]

Service Week 2016 - Growing Your Service Business in an Age of Digital Disruption

Interview with Professor Neely

Andy Neely, Cambridge Service Alliance

Podcast by Professor Andy Neely on this year's Service Week 2016 Industry Day Conference, held on 11 October. [transcript]

Service Week 2016 - Design, Make and Service in a Digital World – A Siemens Perspective on Industry 4.0

Interview with Brian Holliday

Brian Holliday, Siemens plc

A Podcast interview with Conference Speaker, Brian Holliday, Managing Director, Siemens Digital Factory, Siemens plc, on his presentation at Service Week 2016 Industry Day Conference, held on 11 October 2016. [transcript]

Service Week 2016 - IOT and Data Intelligence: Enabling Risk Management and Service Business Growth

Interview with Per Sternqvist, Trackunit A/S

Per Sternqvist, Trackunit A/S

Podcast recording by Service Week 2016 Industry day Speaker - Per Stjernqvist, VP Servitization & Solutions, Trackunit A/S, held on 11 October 2016. [transcript]

Service Week 2016 - Disruptive Service Business Models: Experiences and Lessons from Uber

Interview with Fred Jones, Uber

Fred Jones, Uber

Podcast from Service Week 2016 Industry Speaker, Fred Jones, General Manager, UK Expansion, Uber, on 11 October 2016. [transcript]

Service Week 2016 - Scaling Up Your Service Business

Interview with Veronica Martinez

Veronica Martinez, Cambridge Service Alliance

Podcast from Service Week 2016 Industry Day Speaker, Dr Veronica Martinez, Cambridge Service Alliance, on 11 October 2016. [transcript]

Switching to Services in an Age of Digital Disruption

Interview with Professor Neely

Andy Neely, Cambridge Service Alliance

So what’s changing in manufacturing in 2016? The answer is quite a lot. This podcast interview with Professor Andy Neely highlights of the latest trends in the switch to services in manufacturing companies in 2016. Professor Neely answers some key questions about the Cambridge Service Alliance business partners and its recent research. [more]

Critical incidents in complex service contracts: Safety challenges and means of prevention

Authors Podcast

Chara Makri, Cambridge Service Alliance

Chara Makri, a PHD student at the Cambridge Service Alliance talks about her new paper “Critical Incidents in Complex Service Contracts: Safety Challenges and means of prevention” which she co-authored with Professor Andy Neely. Makri interviewed 13 experts from servitized manufacturing companies and their partners, in roles directly linked with safety both managers and engineers. 

Harnessing the Power of Innovation on Offer in Living Labs for Your Company

Authors Podcast

Katharina Greve and Veronica Martinez, Cambridge Service Alliance

Katharina Greve and Veronica Martinez talks of their new joint research on Living Labs. The paper: ‘Facilitating co-creation in living labs: The Josephs study', is co-authored with Julia Jonas, Andy Neely and Kathrin Möslein. She looks at: • The definition of Living Labs • What we know about Living Labs already • How the study with Josephs was structured and carried out • Who participated in the study and why • When the five critical success factors to facilitate co-creation should be used • Why the key findings of the study are important for other firms • Where further research is needed

Service in the platform context:
a review of the state of the art

Authors Podcast

Xia Han, Cambridge Service Alliance

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”.

Engineering Services: Unpacking Value Exchange
Authors Podcast

Dr Florian Urmetzer, Cambridge Service Alliance

In a new Cambridge Service Alliance podcast, Dr Florian Urmetzer explains how value is defined in modern manufacturing processes and why more and more firms are providing services alongside traditional product offerings but how they in turn need to be more in tune with their customer’s needs. [more]

Supplying Innovation: unlocking innovative behaviours in the supply chain
Authors Podcast

Jingchen Hou, Cambridge Service Alliance

In a new Cambridge Service Alliance podcast, PhD Candidate, Jingchen Hou, outlines how supply chains with numerous partners can build alliances to bring about new innovations for firms. Trust and collaboration are key words to enable these innovative behaviours to thrive and prosper and all the partners need to be included. 'Supplying Innovation, unlocking innovative behaviours in the supply chain', is co-authored by Jingchen Hou, with three senior IBM managers Keith Wishart, Jonathan Baker-Brian and Claire Vine and challenges the conventional concept that innovation comes from within a company. [more]

Seven Critical Success Factors in the Shift to Services - 
Authors Podcast

Veronica Martinez, University of Cambridge, Andy Neely, University of Cambridge, Neil Alison, Pearson, Monica Lund, Pearson, Dav Bisessar, IBM, Stewart Leinster-Evans, BAE Systems, Graham Pennington, BAE Systems and Daniel Smith, Zoetis.

This key podcast hears from key partners and authors of this new Executive Briefing – ‘Seven Critical Success Factors in the Shift to Services’. In compiling this executive briefing we have collaborated with our industry partners on research that aims to help firm’s to move forward in the shift to services. The report aims to enables organisations to work together in ecosystems in order to help diversify their portfolios, and explore different service-oriented strategies. In this podcast each partners discusses a different success factor covered in the report. [more]

Seven Critical Success Factors in the Shift to Services -
Dr Veronica Martinez

Dr Veronica Martinez, Cambridge Service Alliance 

In this podcast Veronica outlines the problems for organisations who are embarking on the shift to services journey or who are already on this journey. Veronica discusses how the research what completed, and the outcomes and development of the Seven Critical Success Factors. ‘Organisations are struggling to compete and to become leaders in their markets. Each one of the seven Critical Success Factors (CSFs), factors that drive success in the shift to services, has a specific action before moving to the next one. No other report or paper will tell you about these pointers or how to use them. If you are already on the journey to developing services, these factors tell you what things you are doing well and what you are missing out on, or those that may overlap in some way. It is very much a mapping tool.  We have had access to senior people who make strategy at top levels in their organisations in compiling our report, they have already been living and solving these problems, which gives our CSFs report an edge.’

Seven Critical Success Factors in the Shift to Services - Prof Andy Neely

Professor Andy Neely, Cambridge Service Alliance 

Andy Neely, Director of the Cambridge Service Alliance discusses the latest Executive Briefing Seven Critical Success Factors in the Shift to Services, which sets out a roadmap from start to finish of that shift to services journey. It identifies seven critical success factors (CSFs) in order to deliver services successfully and gives firms a set of key actions to do this. Senior Management teams will need to priorities and work quickly, but these seven tools can accelerate the commercialisation of their new focus on service activities but they have to be used appropriately and step by step. Prof Neely comments in the podcast, ‘Firms are thinking through how they can make the shift to services and how to reinvent themselves and make that culture change in their organisation. Firms need to be organisationally ready and they also need to be market ready so they need to address the key questions of culture and mind-set in their organisation. Understanding the readiness of the market and then creating the right culture are two critical building blocks. It is what companies are doing today to make sure they survive tomorrow.

Creating Value Through Customer Services Industry Conference - Summary of Keynotes

Andy Neely, Mohamed Zaki, Florian Urmetzer,
Veronica Martinez, Cambridge Service Alliance;
Tom Palmer, Rolls-Royce; Christopher Ganz, ABB;
Alejandro Bernal, Zoetis

At the Cambridge Service Alliance 2015 Industry Day Conference, "Creating Value Through Customer Services: in a world of data enabled ecosystems", we asked our three guest speakers from industry, three of our own Alliance senior researchers, and Professor Andy Neely, Director of the Alliance and head of the IfM, to give some smart tips of how to ensure you take your customers and your staff on your service offering journey.

Creating Value Through Customer Services Industry Conference - Professor Neely Comments

Professor Andy Neely, Cambridge Service Alliance

Conversation with Professor Andy Neely about this year's Industry Conference - commenting on the keynote presentations during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'

Creating Value Through Customer Services Conference - ABB - Internet of Things, Services and People, Enabling Next Level Services

Christopher Ganz, ABB

Conversation with Christopher Ganz, Group Service R&D Manager, ABB about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'

Creating Value Through Customer Services Conference - Rolls-Royce - Better Services for a Changing World

Tom Palmer, Rolls-Royce plc

Conversation with Tom Palmer, Director of Services, Rolls-Royce plc, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'

Creating Value Through Customer Services Conference - Zoetis - Creating Value and an Enriched Customer Experience with Services in the Pharmaceutical Animal Health Industry

Alejandro Bernal, Zoetis

Conversation with Alejandro Bernal, EVP and Group President Strategy, Commercial and Business Development, Zoetis, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'

Creating Value Through Customer Services Industry Conference - Alliance Researchers discuss

Dr Veronica Martinez; Dr Mohamed Zaki, Dr Florian Urmetzer
Cambridge Service Alliance

Conversation with researchers - Mohamed Zaki, Florian Urmetzer and Veronica Martinez, from the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'.

Field Service Interview with Andy Neely

Professor Andy Neely

FieldBytes Interviews Andy Neely on Service Delivery in the Field Service Industry [Link to Interview]

Capability-Based View of Service Transitions

Dr Ornella Benedettini

Ornella Benedettini discusses the research behind the paper: “A Capability-Based View of Service Transitions”. The study set out to look at 138 companies in the aerospace and defence industry during 2013 and 2014. Surprisingly they found that firms don’t add greater value to their profit margins by loading more and more services into their product offering. 

Through-life accountability: Managing complex services

Professor Andy Neely and Chara Makri

In a globalised World where manufacturing firms are offering both products and services often partnering with others to provide so called “outcome based services”, they are also being exposed to new risks of culpability and blame. Neely and Marki’s research “Through-life accountability: Managing complex services”looks at 17 commercial aircraft accidents that occurred globally between 2006 and 2013 where together there had been 1,030 fatalities. They did not set out to attribute blame and do not do so in this paper but their findings did surprise them both.

Why Firms Need Business Models, from electric vehicles to big data

Andy Neely and Claire Weiller, Cambridge Service Alliance

Andy Neely explains how “e” businesses pioneered the concept of business models which are now widely used by most firms today. “This framework of business models has really grown in interest in the past 15 years or so, firms had business models before but they didn’t use that language. Here at the CSA we look at the business to business world, where firms supply both products and services.”

Data and Analytics - Data-Driven Business Models

Mohamed talks about his recent research into 'Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation'and discusses the integrated framework that could help stimulate an organisation to become data-driven by enabling it to construct its own Data-Driven Business Model (DDBM) in coordination with the six fundamental questions for a data-driven business. 

http://sms.cam.ac.uk/media/1947322

If Big Data is the 'new oil' for business how
should firms go about using it

Andy Neely discusses the research into Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation',  and discusses the integrated framework that could help stimulate an organisation to become data-driven by enabling it to construct its own Data-Driven Business Model (DDBM) in coordination with the six fundamental questions for a data-driven business. 

http://sms.cam.ac.uk/media/1947350

Business Models for the Electric Vehicle car market

How a business model can shape your Companies success in new developing EV car markets 

http://sms.cam.ac.uk/media/1947360

50 Great Service Innovations

Interview with Andy Neely about his presentation during the 'Future of Services in a Digital Age' Conference.

http://sms.cam.ac.uk/media/1948049

GE's Approach to Services Enabled by the Internet of Things

Interview with Stefan Bungart during the 'Future of Services in a Digital Age' Conference.

http://sms.cam.ac.uk/media/1948059

SAP Support for Services Now and in the Future

Interview with Felix von Reischach during the 'Future of Services in a Digital Age' Conference.

http://sms.cam.ac.uk/media/1948069

Digital Content Creation in the Entertainment Industry and the Always on Generation

Interview with Ed Bainbridge during the 'Future of Services in a Digital Age' Conference.

http://sms.cam.ac.uk/media/1948079

Interview with Veronica Martinez during the 'Future of Services in a Digital Age' Conference.

http://sms.cam.ac.uk/media/1948088

Interview with Florian Urmetzer during the 'Future of Services in a Digital Age' Conference.

Interview with Ivanka Visnjic during the 'Future of Services in a Digital Age' Conference.

Future Technologies Facilitating Servitization in Manufacturing

With a new wave of technologies on the horizon, such as 3D printing, self-healing materials and nanotechnologies, the Cambridge Service Alliance thought it was timely to see how, in practice, manufacturing companies were putting that technology to use, and which technologies they thought were most influential in bringing about improvement to services for their customers. Preliminary findings from the study: “Future Technologies Facilitating Servitization in Manufacturing”, suggest that for the moment it is digital technologies that are king.  

How Wearable Technology can help towards Servitization

Andy Neely discusses how the new wearable technologies can help firms make the shift to services. He argues why information gathered by wearables will have positive outcomes for firms and society more generally.

The Futute of Services in a Digital Age - Introducing Cambridge Service Week's Industry Day

Andy Neely outlines what to expect from this year's industry conference, which is being held on 30 September as part of Cambridge Service Week.

Why SME's need to ensure they can capture value from data

In this podcast Andy Neely discussed the need for SMEs to build capabilities to understand and analyse all forms of data in this fast changing inter-connected world. He outlines that SMEs need to focus on three things: exploring their options with data and ask what does data allow them to do that they can't currently do; think through who their partners are, as alliances will beecome central to their success; and lastly, ask where the value in the data sites for them and how they capture that value as an SME.

Surviving in the Higher Education Market Place with Better Business Models

In this special podcast the Director of the Cambridge Service Alliance, Professor Andy Neely, discusses how both public and private sector providers need to work more closely together to share standardised platforms rather than competing to provide different online courses. 

Electric Vehicle Rental Services

Claire Weiller discusses her Case Study Report - 'Electric Vehicle Rental Services: Project in Okinawa, Japan', which looks at this pioneering electric vehicle rental service for holidaymakers in Okinawa, Japan, which aims to improve the environmental sustainability of tourism on the island.  The case study looks at how the scheme operated and the lessons learned following the realisation that the low car usage has led to a loss for the car rental company.

How UK Manufacturing Firms Can Create a Business Model Fit for Exports in 2014

In this blog post Andy Neely looks at the future for UK manufacturing firms in 2014 and the impact of services and the need for business innovation.  The challenge for manufacturing companies will be to think differently about the role that their business plays and how they are going to create value from that role.  A lot of that new value is going to be created by data and technology. Andy offers top tips for success in 2014 in order for UK manufacturing firms to be in a good position to capture value from their business models.

Product Safety in a World of Services:

Why the true value of UK Manufacturing Companies has been underestimated and how they will capture new markets in 2014

In this podcast interview Andy Neely discusses the changes to UK manufacturing with the move to creating new revenue streams beyond products. He outlines what the challenges will be if organisations are to fully exploit the opportunities to expance and grow in 2014. Read the full article here

Colllaborate to Innovate: How Business Ecosystems Unleash Business Value - Executive Briefing

Ivanka discusses this report which looks at the business ecosystem, by comparing them to the most complex ecosystem of all - the business ecosystems of cities. 

Making the Shift to Solutions

Andy Neely, Cambridge Service Alliance

Assets, Telematics & Solutions:
Finsight & Equipment Management Solutions

Lucy Courturier, Finsight Manager, Finning UK & Ireland

Innovating Education - Northern Arizona University

Alison Brown, Associate Vice President for Academic Affairs, Northern Arizona University

Unleashing the Ecosystem Advantage - IBM

Michael Davison, Business Development Executive, Banking and Financial Markets, UK & Ireland,IBM

Unleashing the Ecosystem Advantage - Cambridge Service Alliance

Ivanka Visnjic, Cambridge Service Alliance 

When Innovation Follows Promise - Why service innovation is different, and why that matters

Ivanka Visnjic discusses this report on service innovation which looks at the process of service innovation in an attempt to improve the way that service and product-service providers develop new services.

'E-Mobility Services: New Economic Models for Transport in the Digital Economy'

Claire Weiller discusses her recent report on how information and communication technologies (ICT) are enabling new business models and the introduction of electric vehicles (EV).  She discusses the example from the report of an electric car-leasing system currently implemented in Paris, Autolib’, which illustrates the change from traditional mobility as we know it, to mobility-as-a-service.  

Big Data Conference - Speaker Documentary

Cambridge Service Alliance brought together some of the biggest Brand names in global product and service delivery in both the private and public services recently.  The “Big Data: An innovation opportunity for complex services?” One-day Conference explored the common themes big business has to grapple with as we become the recipients and generators of more and more information about ourselves, products and brands. If you are one of those people or organisations drowning in that “sea of information” our speakers told personal stories of how their businesses were responding to those challenges. Boni Sones reports.

'Exploiting Big Data for Competitive Advantage'

Lars Chr. Christensen, Vice President, Wind & Site Competence Centre, Vestas

'Big Data - Changing the Game, Enabling a New Approach to Service'

Matt McNeill, EMEA Lead, Business Solutions, Google

'The rise of cognitive computing: implicaitons for Big Data and complex services'


Stephen Gold
, Director WW Marketing, Watson Solutions, IBM Software Group

'Building the Service Business at Caterpillar: A Capability Perspective'

Craig Olmstead, Job Site Solutions, CAT Global Mining
Sarah Bailey, BAE Systems Maritime Services

 

'New Developments in the Cambridge Service Alliance: Business Models and Performance Measurement' 

Andy Neely, Director, Cambridge Service Alliance

'Public Service Reform and Innovation: What Role for Data?' 

Will Cavendish, Executive Director, Implementation Group, Cabinet Office

'Challenges of Selling Services'

Podcast interview with Andy Neely on The Challenges of Selling Services during a global recession'
Andy Neely talks about how a global recession need not mean that firms contract, but that they can consider instead the challenge of selling services.  He talks about the seven point scale of 'challenges for sales', which in turn lead to seven 'opportunities for sales'.

Customer Experience as a Key Driver of Value

Professor Chris Voss, London Business School

Professor Voss explains his recent research, which looked at how to design Customer Experience. He studied seven companies that design customer experience and talks about some of the key principals found in this design process, such as viewing customer experience as a customer journey; the importance of people and roles in the process; managing customers and the emotional contagion aspect; the physical design elements; and the importance of back-office processes. He also discusses the importance of putting the customer at the heart of the service offering as well as his views on the importance of innovation in process, product and business models.

Challenges surrounding the provision of total service solutions 

Professor Arnoud De Meyer of the Cambridge Judge Business School

The world of services is growing and with this expansion services are becoming more complex. Firms now seek to offer total service solutions to help meet customers' increasingly complex demands. This poses a question of how service offerings can be scaled to provide the increasingly complex solutions required by the telecommunications and engineering sectors and, with bundled solutions becoming more common, it is rare that a single company alone can meet the demands of the client. In this podcast Professor Arnoud De Meyer of the Cambridge Judge Business School discusses these challenges and the need for collaborative service innovation.

Staying Power: Six Enduring Principles for Managing Strategy and Innovation in an Uncertain World

Professor Michael Cusumano of the MIT Sloan School of Management

In this podcast Professor Michael Cusumano discusses his new book, Staying Power: Six Enduring Principles for Managing Strategy and Innovation in an Uncertain World. The book seeks to examine how businesses can adapt to rapid technological changes and still prosper. Based on more than 30 years of research Prof Cusumano looks at why product based firms should take the software industry as inspiration in generating fresh revenues from services. Software firms draw around two thirds of its revenues from services, but traditionally product-based manufacturers have seen this area as a cost rather than profit centre. Prof Cusumano argues that manufacturers should be exploring new business models in service and investing in service research and innovation in order to assure long-term survival.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, IBM and the University of Cambridge.

RSS Feed Latest news

Podcast Interview with Deputy Director Dr Mohamed Zaki

Jul 20, 2017

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.

Barriers and Facilitators to Incident Reporting in Servitized Manufacturers

Jul 17, 2017

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.

Podcast - The Fallacy of the Net Promoter Score

Jul 17, 2017

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'.

Webinar - Business Ecosystems - Classification Model

Jul 10, 2017

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

MSI Award for Customer Attrition Prevention with Artificial Intelligence project

Jul 04, 2017

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

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