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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
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The Cambridge Service Alliance 

The Cambridge Service Alliance is a unique partnership between the University of Cambridge and some of the world's leading businesses. It was founded in 2010  to help global companies design and deliver successful complex service systems. Since then, digitalisation has transformed the business landscape. Today, our principal focus is on harnessing digital technologies and big data to create new business models, drive revenues and increase customer loyalty. 

Our partners

BAE Systems and IBM were our founding industrial partners in 2010. Since then we have added Caterpillar, Cemex, GEA, HCL TechnologiesPearson, Zoetis and Bouygues to our roster. 

What we do

Research

We work with our partners to develop a research programme which addresses some of the key challenges facing organisations as they undergo digital transformation.

Practical application

We develop tools and techniques based on our research that embed this new thinking within organisations. We also pilot new digital technologies - to address real problems - so that executives are able to assess their potential value. 

Insights

As well as producing briefings and online resources, the Alliance hosts regular events at which academics and industrial innovators come together to share their experience and insights into the fast-moving world of digitalisation. 

Knowledge and skills

Our executive education programmes have been designed to transfer our knowledge into organisations. We run them both for partners and as open courses. 

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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Latest news

The personal touch: using AI to help digital ‘agents’ deliver better customer service

16 January 2023

Successful customer service feels personal. As customers, we need to have our problems dealt with efficiently. But we also want our emotional response to those problems to be acknowledged, with empathy. But is this possible in a world in which customer services are becoming increasingly automated, and we find ourselves...

Mitsubishi Heavy Ltd Industries Visit - November 2022

15 November 2022

Prof Mohamed Zaki was invited by the Mitsubishi Heavy Industries to run the Digital Service and Customer Experience workshop with the Research & Innovation Center team. Thanks for the invitation, hospitality and the great discussions about the future of the next generations of services in asset heavy Industry.

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release