DAY ONE

9.00	Welcome to Cambridge Service Alliance	Mohamed Zaki
9.15	Academic Panel– How to write a paper in Service Management Journals? Research idea, methodologies, practical implications •Prof Janet McColl-Kennedy – University of Queensland •Prof Dahlia El-Manstrly – University of Sheffield •Prof Stephan Henneberg - Queen Mary University of London •Prof Tor W Andreassen - Norwegian School of Economics (NHH)	Lars Witell
10.30	Refreshments - Posters will be on display throughout the event
11.00	Workshops (Facilitated by invited senior academics)	Senior Academics
12.30	LUNCH
13.30	Workshops (Facilitated by invited senior academics)	Senior Academics
14.30	Refreshments - Posters will be on display throughout the event
15.00	Presentation (on-line) – Jay Kandampully -Ohio State University, US and the Editor in Chief of the Journal of Service Management	Jay Kandampully
15.30	Workshops (Facilitated by invited senior academics)	Invited Academics
16.45	Wrap Up
17.00	Activity: Walking Tour exploring the Cambridge City
19.00	College Dinner – Gonville and Caius College

DAY TWO

9.00	Welcome to the second day	Mohamed Zaki
9.15	Industry Presentations: Industry challenges in service management •PRESENTATION TITLE TBC Abdullah Assadi- Director of Strategic Partnerships and Alliances at NEMA Holding •PRESENTATION TITLE TBC Jan Bluemel – CTO of Innex •THE UNTOLD STORY ABOUT DIGITAL TRANSFORMATION IN CONTACT CENTRES Mohamed Elmasry – CEO of Tactful	Mohamed Zaki
10.30	Refreshments - Posters will be on display throughout the event
11.00	Continue Workshops (Facilitated by invited senior academics)	Senior Academics
12.30	LUNCH
13.30	Paper Presentations	Lars Witell
15.00	Refreshments - Posters will be on display throughout the event
15.30	Academic Panel: How to develop an academic career as a scholar in Service Management •Prof Jamie Burton – University of Manchester •Prof Zsofia Toth – University of Durham •Prof Nima Heirati – University of Surrey •Prof David Diaz – University of Chile	Ruusa Ligthart
16.30	Wrap Up and Close