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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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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.

Digital twins: driving business model innovation

Nov 06, 2020

For B2B firms struggling to reap the rewards of digitalisation, could digital twins be the way forward? In this article, CSA's Dr Erika Pärn and colleagues from the Fraunhofer Institute and Technische Universität in Dortmund, explore the relationship between this emerging technology and business model innovation.

Making business model innovation happen: the Business Model Cohesiveness Scorecard

Oct 30, 2020

Digital transformation is failing to live up to its hype, at least as far as productivity gains are concerned. If, as research suggests, a lack of business model innovation is the main culprit, we need a way of making it happen. Dr Chander Velu thinks a balanced scorecard approach could be the answer.

2020 Annual Review

Oct 23, 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

Jul 24, 2020

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.

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