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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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A Process for B2B Partnerships - designing to deliver capability across companies
Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.
Located in News
Seven Critical Success Factors in the Shift to Services
Latest Executive Briefing on Critical Success Factors in the Shift to Services, by Veronica Martinez, Andy Neely, Florian Urmetzer, Neil Allison, Monica Lund, Dav Bisessar, Thomas Bucklar, Stewart Leinster-Evans, Graham Pennington and Daniel Smith
Located in News
Towards Self Service Aircraft: Revolutionising the service supply chain
Executive Briefing on aircraft service supply chains, by Alexandra Brintrup, Duncan McFarlane, Damith Ranasinghe, Tomas Sanchez Lopez and Kenneth Owens.
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
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
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
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
The Future of Servitization: Technologies that will make a difference
This Executive Briefing provides an invaluable guide to the technologies that are likely to play a pivotal role in the future of servitization.
Located in News