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Cambridge Service Alliance

At the forefront of service transformation in the digital era

Disrupting the service experience through digital technologies

Indeed, new digital technologies are changing how firms design and deliver their service experience. The coming years might be challenging for firms (e.g., climate change policies, energy prices, economic challenges, and others), and how their ambitions for digital transformation can deal with these tensions. In many cases, plans for digitalisation have been accelerated to support seamless operations, maintain - or improve - customer service and, ultimately, guarantee economic survival. Agility, flexibility and digital acceleration are becoming more critical, presenting plenty of challenges and opportunities for firms.

At this virtual event, we invited keynote speakers to discuss digital technologies' paramount role in the new service experience ecosystem. Keynote speakers provided instructive examples of how companies can address some of the critical challenges they face and presented their digital transformation programs that help their businesses withstand the new uncertainties.

Speakers included:

  • Jatin Chandwani, Chief Technology Officer, KFC
  • Aurélie Marais Machurat, UK Transformation, Digital/IT and Innovation Director, Bouygues Construction
  • Peter Chow, Public Sector for Innovation, Fujitsu

  • Ashraf Gameel, CEO, Spectro

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

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

'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.