Prof Mohamed Zaki

Professor Mohamed Zaki is the Deputy Director of the Cambridge Service Alliance at the University of Cambridge, a research centre that brings together the world’s leading firms and academics to address service challenges. He serves as a member of the editorial advisory board of the Journal of Service Management.

Mohamed received his PhD in Business Analytics from the Alliance Manchester Business School at the University of Manchester in 2013. Since then, his research interests have centred on digital service transformation, particularly the application of artificial intelligence (AI), to design and manage customer experience and create new data-driven business models. 

Mohamed has more than 100 publications in highly ranked service management journals, such as the Journal of Service Research, Journal of Service Management, Journal of Business Research, International Journal of Operations and Production Management, PloS ONE, Expert Systems with Applications, Journal of Services Marketing as well as practical outlets such as Harvard Business Review.

Mohamed raised over £8 million from the research council and industry to fund his research. He is a recipient of many international awards. Mohamed has also consulted and lectured for over 50 organisations, including Manchester United, Mitsubishi Heavy Industry, CEMEX, Caterpillar, IKEA, HCL Tech, Bouygues and many others.

 Keywords

• Service Experience
• Customer Experience
• Machine Learning
• Natural Language Processing
• Data Driven Business Model
• Digital Service Transformation