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Cambridge Service Alliance

At the forefront of service transformation in the digital era

The Future of Customer Experience: Unleashing potential of Digital technologies

16th November 2023, 09:00-13:00, Online

With AI advancements and ever-changing customer behaviour, organisations face unprecedented challenges in crafting effective customer-centric strategies. At the Cambridge Service Alliance, we are committed to leading-edge research that helps both established and emerging organisations navigate this dynamic terrain.

During our virtual Industry Day event, esteemed keynote speakers will share their expertise and insights on the future of customer experience and how it could lead to new business models. Discover practical strategies to tackle emerging challenges and explore how forward-thinking firms leverage innovative technologies to revolutionise their customer experience centric approaches.

This event offers a unique opportunity to gain valuable insights, learn from industry leaders and interact with professionals at the forefront of CX innovation.

Keynote speakers include:

Mohamed Zaki, Deputy Director, CSA

  • Hans LindDirector Business Innovation & Foresight, Innovation Lab, Volvo Group

Brian TownshendGeneral Manager Omni Digital, Store Operations and Team Member Experience, Super Retail Group

  • Gautam Jha, Doctoral Researcher, Cambridge Service Alliance


09.00 Welcome and introduction
Professor Mohamed Zaki , University of Cambridge
09.15 Brian Townshend - Are your customers changing faster than you?
General Manager, Omni Digital and Store Operations, Super Retail Group
09.55 Armin Kia - Unleashing the potential of digital technologies in insurance
CEO, Driverly
10.35 Break
10.55 Hans Lind – Using Digital Technologies in Designing the Customer Experience
Director Business Innovation & Foresight, Innovation Lab, Volvo Group
11.35 Round Table and Discussion
12.15 Gautam Jha – Introduction a smaller details approach to implement customer experience management
Doctoral Researcher, Cambridge Service Alliance
12.55 Wrap-up & close




Armin Kia, CEO, Driverly

Armin is a insurtech entrepreneur, passionate to use data and technology to develop new customer propositions. With a background in technology and 7 years' experience with Admiral Group, the largest car insurer in the UK, Armin has an eager interest in launching and growing new businesses.

Armin started Driverly in 2021 with his two co-founders, Nestor Alonso, Driverly CUO, and Mohammad Alinia, Driverly CTO. Their mission is to make car insurance work for young drivers by using AI/ML, IoT and Digital Gamification.

Hans Lind, Director Business Innovation & Foresight, Innovation Lab, Volvo Group 

Since 2018 Hans has been at the forefront of driving innovation activities, collaborating with partners, start-ups, and academia to create the next horizon of growth for the Volvo Group. Volvo, a world-leading provider of trucks, buses, construction equipment, as well as power solutions for marine and industrial applications, has set bold targets of expanding its services and solutions offering towards 2030.

Hans leads a dynamic team of innovation experts and service designers to contribute to those objectives, and he also manages the foresight function employing scenario planning to get an expansive perspective on transport and logistics industry developments.

Brian Townshend, General Manager Omni Digital, Store Operations and Team Member Experience, Super Retail Group 

Brian plays where business, technology and people intersect to deliver exceptional customer experience. He brings a relentless focus on understanding the customer and using that insight to build and then execute strategies that deliver great outcomes for both customers and businesses.

With 25+ years working with international companies to deliver complex digital transformations, he has worked in London with iconic brands such as Marks & Spencer and Canon. For the last 5 years he has been driving the digital transformation strategy within Super Retail Group in Australia, home to leading iconic brands rebel, macpac, BCF and Super Cheap Auto.

Gautam Jha, Doctoral Researcher, Cambridge Service Alliance

Gautam Jha is a highly respected and award-winning digital transformation leader with over two decades of experience in strategy, customer experience and digital transformation. Gautam has helped high-profile companies across the globe such as M&S, Legal & General, TVH parts, Avaya and Telstra to successfully execute customer experience led digital strategies to solve their toughest business and technology challenges.

Gautam serves on transformation boards to advise senior executives with his practice-based experience and research-based knowledge. Gautam is presently conducting research on developing a customer experience centric strategy as a Doctoral Researcher at the Cambridge Service Alliance at the University of Cambridge.


Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, Bouygues UK among others.