skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

Workshop discussion sessions

Workshops during the 2019 conference looked at some of the CSA current areas of research which includes -   

Digital transformation strategy 

Henneberg Stephan Henneberg, Queen Mary University of London

The starting point is not (only) the technology but what you can do with it – in other words the business model the technology enables. There is no single recipe for success in digital transformation. Each firm needs to find its own roadmap: the elements may be the same but how they are put together needs to be distinct.

Blockchain: the application of emerging technologies

Veronica Veronica Martinez, Cambridge Service Alliance

Blockchain forecasted that it will fundamentally change how we all live and work. Beyond its financial application, Blockchain’s unique attributes – resilient, secure and traceable – offer a wide range of opportunities for industrial services. It creates value and enhances customer experiences. Its implementation urgently needs a completely different mindset – collaboration and realtime transactions within and across organizations.

Digital platforms driving new business models

Witell Lars Wittell, Karlstad University, Sweden

How do you move from a product-based business model to a service-based business model and now to a ‘gig economy’ business model while enhancing your brand reputation? How do you develop a roadmap for building digitalised services and a new business model?

Customer Experience Analytics

Mcoll-kennedt Janet McColl-Kennedy, The University of Queensland, Australia

Firms often rely on Net Promoter Scores and satisfaction ratings in their efforts to measure customer satisfaction but these techniques do not produce accurate insights and may be actively misleading. Developments in AI and Natural Language Processing mean that firms can now dive into textual analysis to get much more meaningful insights that can be used to help us decide where to go next.

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.


RSS Feed Latest news

Industry Day 2020 | What we learnt

Dec 06, 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.

Understanding business models in the construction sector

Nov 25, 2020

What’s standing in the way of offsite manufacturing? For decades, the construction sector has been hailing it as the next big thing but we have yet to see it really taking off. Why is that, when the technologies and processes already exist? Dr Zakaria Dakhli believes it is due to a fundamental incompatibility between business models and it is only when this has been fully understood that the long-awaited transformation can take place.

A machine learning approach to quality control

Nov 14, 2020

Most of the products we take for granted contain huge numbers of components assembled in multiple stages by different manufacturers. Quality control is vital throughout the assembly process with rigorous testing required at every step.

Digital twins: driving business model innovation

Nov 06, 2020

For B2B firms struggling to reap the rewards of digitalisation, could digital twins be the way forward? In this article, CSA's Dr Erika Pärn and colleagues from the Fraunhofer Institute and Technische Universität in Dortmund, explore the relationship between this emerging technology and business model innovation.

Making business model innovation happen: the Business Model Cohesiveness Scorecard

Oct 30, 2020

Digital transformation is failing to live up to its hype, at least as far as productivity gains are concerned. If, as research suggests, a lack of business model innovation is the main culprit, we need a way of making it happen. Dr Chander Velu thinks a balanced scorecard approach could be the answer.

View all news