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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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About Us

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 and Zoetis 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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Blog | Has COVID-19 Invented the 10X Supply Chain?

Jul 06, 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.

Insight | Business model innovation for digital twins in the construction sector

May 19, 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Generate revenue from digital platforms

May 12, 2020

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.

Unlocking the secrets of customer loyalty

May 12, 2020

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.

Driving business model transformation

May 01, 2020

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.

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