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  • 1. AI Platform to Track, Flag and Predict your At-Risk Customers- In Real Time
  • 2. Multimodal AI model to predict customer engagement
  • 3. Service Business Model: A Capability Assessment
  • 4. Enterprise level KPI for complex Services
  • 7. Turn Customer Experience Management (CXM) into a Competitive Advantage

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  • Ye Meng Keynote Slides
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Service Week 2016

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CSA Industry Day Conference 2019

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  • Digital strategies with a customer-centric mindset - Interview with Ashish Kumar Gupta, HCL Technologies

Webinars

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  • Masterclass - Agentic AI Applications in Service Experience - Feb 2026
  • The AI Adoption in Digital Service Transormation: How Startups Innovate, Enterprises Scale and Research Reveals - Jan 2026
  • The Future of Digital Service Transformation - June 2024
  • Generative AI Workshop - March 2024

The Future of AI Agents in Service Experience - Sep 2025

  • The Future of AI Agents in Service Experience - Sep 2025 overview
  • Balaji Ramalingam, Astra Zeneca
  • Dr. Mansoor Samavatian, HCLTech
  • Meghna Krishna, Magnifi
  • Vinod Singh, Concirrus
  • Matthäus Wilga, CSA

The Future of AI Agents in Service Experinece - May 2025

  • The Future of AI Agents in Service Experinece - May 2025 overview
  • Key Notes - Abhimanyu Kanwar
  • Key Notes - Stuart McCann
  • Key Notes - Ulas Malli
  • Key Notes - Vaibhav Panchal (Vebz)

Executive Education

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  • Online Course: Data-Driven Design for Customer Experience (CX)

AI-Powered Leadership: Unlocking Business Value with AI Strategy

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  • Target Group
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Insights

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  • 7 Reasons Why Inconsistent Customer Experiences Cost Brands More Than You Think
  • A machine learning approach to quality control
  • Connecting the Digital, Physical and Social
  • Digital twins: driving business model innovation
  • Handbook of Service Experience - Book Chapter - Jan H. Blümel & Mohamed Zaki
  • Handbook of Service Experience - Book Chapter - Unveiling the Future of Service Experience: A Look at a Fast Good Digital Transformation Journey
  • Part of the team: the role of digital technologies at the frontline of service delivery
  • Perceiving Innovation: Unveiling the Impact on Market Performance
  • The Future of Digital Services and Platforms
  • Understanding business models in the construction sector
  • Maintaining service delivery in troubled times
  • Digital twins: the road to business model transformation
  • Putting customer experience at the heart of business-to-business marketing
  • The personal touch: using AI to help digital ‘agents’ deliver better customer service
  • Making business model innovation happen: the Business Model Cohesiveness Scorecard

Insights Overview - List

  • Insights Overview - List overview
  • Customer Experience: How Can Firms Use AI to Predict Share of Wallet?
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    • Academic Thought Leadership Event - 2024
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    Executive Education overview
    • Online Course: Data-Driven Design for Customer Experience (CX)
    • AI-Powered Leadership: Unlocking Business Value with AI Strategy
  • Insights

    Insights

    Insights overview
    • Insights Overview - List
    • 7 Reasons Why Inconsistent Customer Experiences Cost Brands More Than You Think
    • A machine learning approach to quality control
    • Connecting the Digital, Physical and Social
    • Digital twins: driving business model innovation
    • Handbook of Service Experience - Book Chapter - Jan H. Blümel & Mohamed Zaki
    • Handbook of Service Experience - Book Chapter - Unveiling the Future of Service Experience: A Look at a Fast Good Digital Transformation Journey
    • Part of the team: the role of digital technologies at the frontline of service delivery
    • Perceiving Innovation: Unveiling the Impact on Market Performance
    • The Future of Digital Services and Platforms
    • Understanding business models in the construction sector
    • Maintaining service delivery in troubled times
    • Digital twins: the road to business model transformation
    • Putting customer experience at the heart of business-to-business marketing
    • The personal touch: using AI to help digital ‘agents’ deliver better customer service
    • Making business model innovation happen: the Business Model Cohesiveness Scorecard
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IFM Engage course: The new era of customer experience: Optimising engagement across digital, physical and social channels

This event has already happened

Wednesday 8 November 2023 9am to 5pm

Cambridge

About

https://cambridgeservicealliance.eng.cam.ac.uk/executiveeducation/ifm-engage-course-new-era-customer-experience-optimising-engagement-across

Cambridge Service Alliance

Contact Information

Institute of Manufacturing University of Cambridge 17 Charles Babbage Road, Cambridge CB3 0FS
csa-admin@eng.cam.ac.uk
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