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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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Insight | Making business model innovation happen

Is a lack of business model innovation contributing to the 'productivity paradox'. Dr Chander Velu thinks it is and takes a 'scorecard' approach to helping firms develop new ideas and evaluate their effectiveness.

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Insight | Managing customer experience through a systematic approach to data analytics

The advent of big data analytics gives firms the means to get deep inside their customers' minds. The challenge is how to choose which data to analyse and how to generate the insights that will help you improve - perhaps transform - your customers' experience.

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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.


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.


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


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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'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

May 13, 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

Dec 06, 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.

Understanding business models in the construction sector

Nov 25, 2020

What’s standing in the way of offsite manufacturing? For decades, the construction sector has been hailing it as the next big thing but we have yet to see it really taking off. Why is that, when the technologies and processes already exist? Dr Zakaria Dakhli believes it is due to a fundamental incompatibility between business models and it is only when this has been fully understood that the long-awaited transformation can take place.

A machine learning approach to quality control

Nov 14, 2020

Most of the products we take for granted contain huge numbers of components assembled in multiple stages by different manufacturers. Quality control is vital throughout the assembly process with rigorous testing required at every step.

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