News

Cambridge Service Alliance Reflect on 2025

3 December 2025

Today, members and some of our collaborators of the Cambridge Service Alliance came together to reflect on both individual and team research progress over the past year. We also discussed future plans to help shape our roadmap for 2026 and beyond. Throughout the session, colleagues shared key findings, emerging ideas, new...

CSA Industry/Partner Day 2025

20 November 2025

The Cambridge Service Alliance and the Service Research Center (CTF) co-hosted an acaedmic event in Sweden at the Karlstad University. This bought together partners from both centres to discuss the future of AI and Agentic Transformation in their industries. At this event we had talks/discussions from: Ranjoy Nag from...

Guest Lecutre - Linköping University

17 November 2025

Mohamed Zaki was invited to Linköping University where he had the pleasure of giving a guest lecture. His talk was about how AI can help firms enhance their market competitiveness and predict their share of wallet by leveraging customer signals to differentiate their service experience. It was a great opportunity to...

KPMG Annual Report - The Shift to Agentic Customer Experience

12 November 2025

We are thrilled to see this year’s KPMG UK Customer Experience Excellence Report titled “The Shift to Agentic Customer Experience”. This is a milestone moment for how organisations are re-configuring CX through intelligent, autonomous, and empathetic AI systems. The report features many great cases and insights that can...

Centrica’s Data AI Community Day Annual Conference

20 October 2025

It was a real pleasure to take part in Centrica’s Data AI Community Day Annual Conference and deliver a keynote speech on “ Using Data and Agentic AI to Transform Customer Experience ” The event brought together more than 400 practitioners attending both in person and online. It was great to see the impressive AI...

7th International Technology Transformation Conference - China

23 September 2025

Mohamed Zaki has had the pleasure to visit Shandong University in Qingdao, China and deliver a keynote speech at the 7th International Technology Transformation Conference , alongside esteemed academics from around the world. His keynote addressed Agentic AI for Organisational Transformation: From Possibilities to...

NEW PUBLICATION

14 August 2025

AI as a change agent in an aging society: towards the sustainable behaviour of service organizations and customers There has been a NEW publication published in the Journal of Service Management titled as above. This is a wonderful collaboration involving Lars Witell , Allard Van Riel , Hannah Snyder and CSA's very own...

1K Followers on Linkedin

11 August 2025

We have hit 1,000 followers on Linkedin A huge THANK YOU to everyone who has helped us reach this milestone! Please visit our page here

Researchers Honoured with Highly Commended Paper Award at Frontiers 2025 Conference

22 July 2025

We’re proud to share that Mohamed Zaki has received the Highly Commended Paper Award at the prestigious Frontiers 2025 Conference for the paper " Personal Touch in Digital Customer Service: A Conceptual Framework of Relational Personalization for Conversational AI " published in the Journal of Service Theory and Practice...

Visit to University of Chile

16 July 2025

Mohamed Zaki Shared Expertise on Data-Driven Customer Experience at Universidad de Chile... Mohamed Zaki recently visited the Universidad de Chile, Faculty of Economics and Business to teach a session on "Data-Driven Customer Experience Transformation" to MBA students. The visit was part of the XXVII FEN International...