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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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2020 Annual Review

last modified Oct 23, 2020 12:49 PM
Read about our latest research in our tenth anniversary Annual Review.

In our new Annual Review you can read about our latest research, including:

  • A practical, cross-functional approach to driving digital transformation through business model innovation
  • How digital twins could be the way that B2B firms are finally able to emulate the success of the platform-driven consumer giants
  • An analysis of what’s stopping the construction industry from switching to offsite manufacturing
  • How a new technology could play an important role in getting people back to work safely during the pandemic
  • A machine learning technique that can be used for quality assurance in manufacturing
  • A framework to help organisations take a strategic approach to collecting customer data
  • An innovative approach to improving our post-COVID workplaces.

Read all this and more here.

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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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'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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