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Cambridge Service Alliance

At the forefront of service transformation in the digital era
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CSA Webinar - Sep 2025

The Future of AI Agents in Service Experience...

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CXMi Self Assessment

Ready to transform? Begin with a short self-assessment to see your CXMi stage and start your journey toward CX-centricity. Self-Assess your CXMi maturity in minutes by using our self assessment ...

Read more at: NEWS: New Publication (Aug 25)

NEWS: New Publication (Aug 25)

AI as a change agent in an aging society: towards the sustainable behaviour of service organizations and customers

More Info on Book...

Book Published - Data-Driven Customer Experience Transformation

We are delighted to announce that after almost two years of writing and refining - Mohamed's new book has been published!

More Info Here

Handbook of Service Experience

NOW PUBLISHED

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COURSE - Data-Driven Design for Customer Exeperinece (CX)

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NEW Partner - Jan 2025

Welcome to AstraZeneca We are delighted to welcome our newest member to the CSA - AstraZeneca

Insights

INSIGHTS

All the latest insights from the CSA Team

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Interview - The Future of AI Agents and How it Will Revolutionise Businesses

Mohamed visited Norwegian School of Economics in April 2025 During this trip, he had the opportunity to have an interview with Tor Adreassen on the future of AI Agents and how it will revolutionise businesses. A huge thank you to Tor Wallin Andreassen & Bram Timmermans for the opportunity to exchange ideas and build...

Read more at: PODCAST - Professor Mohamed Zaki on the Key Challenges of CX Design (Part 1 of 2)

PODCAST - Professor Mohamed Zaki on the Key Challenges of CX Design (Part 1 of 2)

2 August 2023

In an interview (part 1) with MyCustomer , Professor Mohamed Zaki shares insights on the intricacies of CX design, delving into the challenges organisations face and what's needed to succeed by Sabine Groven Link to Interview can be found 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, AstraZeneca, Bouygues UK among others.

 

 


**PODCASTS**

The CTO Show with Mehmet Gonullu - September 2023 - Exploring Machine Learning Impact on Customer Experience

Prof Mohamed Zaki - Deputy Director of the Cambridge Service Allinace

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Listen here

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