skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Department A-Z

White paper | Generate revenue from digital platforms

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

Read more

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.

Read more

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.

Read more

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.


RSS Feed Latest news

2020 Annual Review

Oct 23, 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

Jul 24, 2020

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.

Blog | Has COVID-19 Invented the 10X Supply Chain?

Jul 06, 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.

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.

View all news