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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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.


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Latest news

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 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.