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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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Research

2020 research projects

In collaboration with our partners we have developed a research programme which addresses some of the key challenges facing organisations as they undergo digital transformation. 

How to benefit from emerging technologies

Pilot projects in which emerging technologies such as Blockchain and AI are used to solve real-world business problems and demonstrate their impact on product and service innovation. 

How to understand and improve the customer experience

Machine learning and big data analytics provide new insights into customer experience, help firms understand what their customers really think of them and improve the services they deliver. 

How to use digital platforms to create new business models and revenue streams

Lots of firms are investing in digital platforms but are not yet reaping the rewards. This stream looks at the role of platforms in managing the customer experience and how they can be used to create new business models and generate revenue streams. 

How to formulate a successful digital transformation strategy

To better understand the challenge of developing digital transformation strategies in complex organisations we are looking at how global companies are approaching the task. We have developed our own framework for strategy formulation which we use to analyse how effective firms are at making clear strategic decisions and understanding how to put digitalisation projects into practice.

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

May 13, 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

Dec 06, 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.

Understanding business models in the construction sector

Nov 25, 2020

What’s standing in the way of offsite manufacturing? For decades, the construction sector has been hailing it as the next big thing but we have yet to see it really taking off. Why is that, when the technologies and processes already exist? Dr Zakaria Dakhli believes it is due to a fundamental incompatibility between business models and it is only when this has been fully understood that the long-awaited transformation can take place.

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.

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