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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
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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.

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

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