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Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

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2020 Annual Review
Read about our latest research in our tenth anniversary Annual Review.
FileCambridge Service Alliance Year 10 Annual Review
Located in Resources / Downloads
FileCambridge Service Alliance Year 10 Annual Review
Managing customer experience through a systematic approach to data analytics
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.
Located in News
Generate revenue from digital platforms
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.
Located in News
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 these limitations.
Located in News
File text/x-nemerleBlockchain
Blockchain: driving productivity, traceability and customer experience in supply chains
Located in Resources / Downloads
Driving business model transformation
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.
Located in News
Inside neural networks
Cambridge Service Alliance doctoral student, Tim Pearce, explains how his work is contributing to advances in neural networks and how they are starting to help organisations make better decisions.
Located in News
Do you know what your customers really think about you?
Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.
Located in News