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Cambridge Service Alliance

At the forefront of service transformation in the digital era

Digital acceleration in service firms

Since the advent of the COVID-19 pandemic, most firms have witnessed pressures for accelerated changes, particularly around digitalisation. Myriad changes witnessed in the last two years have reset the context for companies, employees, and societies. Today’s world is more uncertain, where digital technologies have become quintessential to run services in the pandemic era. Yet simultaneously, firms today also long for more meaningful human interaction with employees and customers. Many firms are trying their best to change with the pace of the new normal and indeed to make sense of what the new normal for services may look like. From automotive, construction to entertainment the new normal for services may look very different from one another yet strive for similar outcomes.

At this virtual event, keynote speakers discussed the new normal and future of services, provided instructive examples on how companies have addressed some of the key challenges they have faced and presented their accelerated transformations that have helped their businesses withstand the new pandemic-driven uncertainties.

Speakers included:

  • Andre Radon, Chief Information Officer, Seat - Digital Transformation Journey at SEAT S.A & CUPRA

  • Brian Ringley, Construction Technology Manager, Boston Dynamics - Spot for Construction: Autonomous Robotic Scanning for Digital Twins

  • Stephan Abke, Senior Project Manager, DMG MORI - Digitizing the service business of machine tool manufacturers

  • Mohamed Zaki, Deputy Director, Cambridge Service Alliance - ‘Likes’ guaranteed: how AI can revolutionise your social media and customer engagement strategy


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

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

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.