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developing new understanding and approaches to complex service systems

Studying at Cambridge

 

Dr Mohamed Zaki

Biography:

My research interests lie in the field of machine learning and its application on Digital Manufacturing and services. My research uses an interdisciplinary approach of data science techniques to measure customer experience, develop customer loyalty predictive model and analyse machine and sensor data to classify product failures in manufacturing. Other research interests include digital transformation and data-driven business models.

I raised over £2 million from research council and industry to fund my research. Mohamed is a principle investigator, research manager and co-investigator in many UK research council projects (e.g. EPSRC, ESRC and InnovateUK) and industrial research projects sponsored by organisations such as IBM, BAE Systems, Caterpillar, Rolls-Royce, Zoetis, Pearson and CEMEX. I am a recipient of an international awards (2016 and 2017) from the Marketing Science Institute on customer experience analytics and digital customer initiatives. Also, I am a recipient of the 2018 Highly commended paper award from Journal of Services Marketing, 2017 British Academy of Management best development paper award, 2015 Runner-up for the AMA Best Services Article, 2015 one of four finalists Journal of Service Research Best Article Award. I have many publications in highly ranked journals, including Journal of Service Research, Journal Service Management, International Journal of Operations and Production Management, PloS ONE, Journal of Production Planning & Control, Journal of Service Marketing as well as an edited Book, book chapters and many conference articles.

Keywords

  • Service Experience
  • Big Data
  • Machine Learning
  • Business Analytics
  • Data Driven Business Model
  • Data Analytics
  • Customer Experience

Key Publications

Published/Accepted  

  • McColl-Kennedy, J. R., Zaki, M., Lemon, K. & Urmetzer, F., Neely, A., (2018), “Gaining customer experience insights that matter” is submitted to the Journal of service Research, Forthcoming. 
  • Ruth N. Bolton, Janet R. McColl-Kennedy, Lilliemay Cheung, Andrew S. Gallan, Chiara Orsingher, Lars Witell and Mohamed Zaki (2018),  “Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms”, Journal of Service Management, https://doi.org/10.1108/JOSM-04-2018-0113.
  • Zaki, Mohamed, Theodoulidis, Babis, Shapira, Philip, Neely, Andy, Tepel, Matthias (2018), “Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective”, Journal of Production Planning & Control, Forthcoming.  
  • Timothy Keiningham Joan Ball Sabine Benoit (née Moeller) Helen L. Bruce Alexander Buoye Julija Dzenkovska Linda Nasr Yi-Chun Oh Mohamed Zaki , (2017) "The interplay of customer experience and commitment", Journal of Services Marketing, Vol. 31 Iss: 2.
  • Zaki, Mohamed, Babis Theodoulidis, Philip Shapira, Andy Neely, and Efe Surekli (2017), “ScienceDirect The Role of Big Data to Facilitate Redistributed Manufacturing Using a Co-creation Lens: Patterns from Consumer Goods,” Procedia CIRP, 0, 680–85.
  • Wyllie, Jessica, Benjamin Lucas, Jamie Carlson, Brent Kitchens, Ben Kozary, and Mohamed Zaki (2016), “An Examination of Not-For-Profit Stakeholder Networks for Relationship Management: A Small-Scale Analysis on Social Media,” PloSONE,11 (10), e0163914.
  • Hartmann, Philipp Max, Mohamed Zaki, Niels Feldmann, and Andy Neely (2016), “Capturing Value from Big Data - A Taxonomy of Data-Driven Business Models Used by Start-Up Firms,” International Journal of Operations & Production Management,36 (10), 1382-1406.
  • Villarroel Ordenes, Francisco, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, and Mohamed Zaki (2014), “Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach,” Journal of Service Research,17 (3), 278-295. The paper has been selected as one of four finalists for the Journal of Service Research Best Article Award for 2014. Also, it has been selected to be one of must-reads article of Marketing Science Institute (MSI) available at:http://www.msi.org/articles/must-read-journal-articles-from-2014/.
  • Zaki, Mohamed, Theodoulidis, Babis, and David Díaz (2011). “Stock-touting” through spam e-mails: a data mining case study. Journal of Manufacturing Technology Management, 22(6), 770–787. Doi: 10.1108/17410381111149639.
  • Duggimpudi, R., Abdou, H., and Mohamed Zaki (2010). An evaluation of equity diversified mutual funds: the case of the Indian market. Investment Management and Financial Innovations, 7(4), 77–84. 

Books, Book Chapters and Case Studies

  • Satzger, G., Patricio, L., Zaki, M., Kühl, N., Hottum, P. (2018), Exploring Service Science, 9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings
  • Zaki, Mohamed and Andy Neely (2018 Forthcoming), "Customer Experience Analytics: Dynamic Customer-Centric Mode" in  Handbook of Service Science, Paul P. Maglio and Cheryl A. Kieliszewski and James C. Spohrer and Kelly Lyons and Yuriko Sawatani and Lia Patrício, eds., Vol. 2: Springer International Publishing AG
  • Zaki, Mohamed, Theodoulidis, Babis, Diaz, David (2018 Forthcoming), “Ontology-Driven Framework for Stock Market Monitoring and Surveillance, Handbook of Global Financial Market: Transformations, Dependence, and Risk Spillovers, Sabri Boubaker and Duc Khuong Nguyen, World Scientific
  • Christopher Turner, Ashutosh Tiwari1, Jose Luis Rivas Pizarroso1, Mariale Morenol, Doroteya Vladimirova , Mohamed Zaki , and Martin Geißdörfer (2017), Digital Redistributed Manufacturing (RdM) Studio: A Data-Driven Approach to Business Model Development, Sustainable Design and Manufacturing 2017, Smart Innovation, Systems and Technologies 68, Springer International Publishing
  • David Diaz and Mohamed Zaki “Lo ‘Big’ y lo no tanto”, (2017), Dynamics of innovation made in LATAM “Dinámicas de la innovación made in LATAM”, Spanish Translation
  • Zaki, Mohamed, Bøe-lillegraven, T., and Andy Neely (2016). A Transition Towards a Data-Driven Business Model (DDBM): A Case Study of Nettavisen Online Newspaper Publishing. SAGE PublishingDoi: http://dx.doi.org/10.4135/9781473970113.

Conferences

  • Khan, Abdul Rauf, Schioler Henrik, Zaki Mohamed, Kulhci Muat (2018). Rare-events Classification: An approach on Genetic Algorithm and Voronoi Tessellation, The 22ndpacific-Asia Conference on knowledge Discovery and Data Mining.
  • Pearce, Tim, Mohamed Zaki, Alexandra Brintrup, and Andy Neely (2018), “High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach,” in International Conference on Machine Learning.
  • Doroteya Vladimirova, Martin Geissdoerfer, Miying Yang, Mohamed Zaki, Christopher Turner, Ashutosh Tiwari (2017). A Conceptual Framework for Sustainable Re-distributed Manufacturing Business Models based on Data-driven Decision Making in British Academy of Management conference. Best development paper award https://www.bam.ac.uk/news-story/9451
  • Zaki, M., Kandil, D., Neely, A. (2016). The Fallacy of the Net Promoter Score: An approach using big data for customer loyalty assessment and prediction. In Frontiers in Service Conference.
  • McColl-Kennedy, J. R., Urmetzer, F., Zaki, M., & Neely, A. (2015). Unmasking details that matter in customer experience management using prescriptive analytics. In Frontiers in Service Conference.
  • Zaki, M., Li, C., & Neely, A. (2015). A Taxonomy of Data-Driven Business Models Used By Service Firms: Knowledge Discovery Through Text Mining. In Frontiers in Service Conference.
  • Zaki, M., & Neely, A. (2014). How data play a role in optimising service in complex service network. In Frontiers in Service Conference.
  • Zaki, M., & Neely, A. (2014). Optimising Asset Management within Complex Service Networks: The Role of Data. In EurOMA conference(Vol. 2012, pp. 1–10).
  • Zaki, M, Theodoulidis, B, (2014). “Analyzing Stock Market Fraud Cases Using a Linguistics-Based Text Mining Approach”. FEOSW 2014: 2nd International Workshop on Finance and Economics on the Semantic Web.
  • Zaki, M., Diaz, D, and Theodoulidis, B., (2012). “Financial Market Service Architectures: A “Pump and Dump” Case Study,” In 2012 Annual SRII Global Conference.
  • Villarroel, F., Burton, J., Zaki, M., Theodoulidis, B., and Gruber, T. (2012). “Analysing Customer Feedback on Resource Utilisation: A Case Study Review of Compliments and Complaints through Text Mining,” In Frontiers in Service Conference.
  • Theodoulidis, B., Zaki, M., and Diaz, D. (2012). “Examining Higher Education as a Service System,” In Frontiers in Service Conference.
  • Ordenes, F. V., Zaki, M., Theodoulidis, B., and Burton, J. (2012). “Service Modeling of Compliments and Complaints and Its Implications for Value Co- Creation,” In Applied Human Factors and Ergonomics, San Jose, California, U.S.
  • Theodoulidis, B., Solís, D. D., and Zaki, M. (2011). “‘Carbon Footprint Innovation: A Higher Education Case Study’,” In EURAM2011, pp. 192. Available at http://euram2011.mindworks.ee/public/papers/paper/192.
  • Diaz, D., Zaki, M., Theodoulidis, B., and Sampaio, P. (2011). “A Systematic Framework for the Analysis and Development of Financial Market Monitoring Systems,” In 2011 Annual SRII Global Conference IEEE, pp. 145-153 available at http://ieeexplore.ieee.org/stamp/stamp.jsp?tp=&arnumber=5958083.
  • Theodoulidis, B., Diaz, D., and Zaki, M. (2011). “‘Carbon Footprint’ Innovation through Environmental Information Management,” In 2011 Annual SRII Global Conference IEEE, pp. 506-516 Available at http://ieeexplore.ieee.org/stamp/stamp.jsp?arnumber=5958127&tag=1
  • Zaki, M., Theodoulidis, B., and Solis, D. D. (2010). “A Data Mining Approach for the Analysis of ‘Stock-Touting’ Spam Emails” In isd.ktu.lt, pp. 70-79.
  • Zaki, M., and Diaz, D. (2010). “Using Text Mining to Analyze Quality Aspects of Unstructured Data : A Case Study for ‘ stock- touting ’ Spam Emails,” In Americas Conference on Information Systems (AMCIS),pp. 364 available at http://aisel.aisnet.org/amcis2010/364/.

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