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Cambridge Service Alliance

At the forefront of service transformation in the digital era
Dr Veronica  Martinez
Senior Research Associate
01223 766141
Professor Duncan  McFarlane
Professor of Industrial Information Engineering
01223 338069
Professor Andy  Neely
Pro-Vice-Chancellor: Enterprise and Business Relations at the University of Cambridge
Founding Director, Cambridge Service Alliance
Royal Academy of Engineering Professor of Complex Services
01223 765608
Dr Ajith  Parlikad
Senior Lecturer
01223 765606
Dr Florian  Urmetzer
Senior Research Associate
+44 1223 766141
Dr Chander  Velu
University Lecturer in Economics of Industrial Systems
01223 765879
Dr Mohamed  Zaki
Deputy Director, Cambridge Service Alliance
01223 732614

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.


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