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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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White paper | Generate revenue from digital platforms

Overcome the 'customer experience paradox' by developing the right digital platform for your business.

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White paper | Unlocking the secrets of customer loyalty

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome the limitations of this approach.

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Video | What is the future of digitally-enabled services?

Insights from leading industrialists and academics at our most recent Industry Day.

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Video | Customer experience in a digital age

Dr Mohamed Zaki explains why firms need to understand the physical, digital and social dimensions of their services if they are to deliver satisfying customer experiences.

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Interview | 'Digital strategies with a customer-centric mindset' with Ashish Kumar Gupta, HCL Technologies

We spoke with Industry Day keynote speaker Ashish Kumar Gupta, Corporate Vice President, Head of EMEA (Diversified Industries), HCL Technologies, to hear more about his perspective on how new technologies are transforming businesses. He shares his thoughts on how successful digital strategies are enabling new opportunities for organisations to place customers front and centre of all their activities.

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Podcast - Deputy Director and the CSA

Podcast interview with Dr Mohamed Zaki, following his appointment as Deputy Director of the Cambridge Service Alliance

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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.

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Insight | Business model innovation for digital twins in the construction sector

May 19, 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Generate revenue from digital platforms

May 12, 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

Unlocking the secrets of customer loyalty

May 12, 2020

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.

Driving business model transformation

May 01, 2020

A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.

Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core

Apr 28, 2020

Sachin Bajaj, Senior Vice President, Digital & Analytics at HCL Technologies, explains why coronavirus - by forcing organisations to create a remote working environment at speed - could turn out to be the spur they need to realise the benefits of digitalisation.

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