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:

	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.

​Presentations

Mohamed Zaki, Deputy Director, CSA

• Armin Kia, CEO, Driverly

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

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

• Gautam Jha, Doctoral Researcher, Cambridge Service Alliance

Agenda