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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Read more at: Jan Blümel passes PhD VIVA

Jan Blümel passes PhD VIVA

30 May 2024

Congratulations to Jan Blümel who passed his PhD VIVA on 27 th May with only minor corrections. The topic of his PhD was “personalising customer experience in customer service”. Jan was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisors Prof David Stillwell and Dr Thomas Bohne. He...


Read more at: Thought Leadership Event - Innovation for a Digital and Aging Society

Thought Leadership Event - Innovation for a Digital and Aging Society

21 May 2024

12th May 2024 - 14th May 2024 The Universidad Carlos III de Madrid hosted a thought leadership event in Madrid, where Mohamed Zaki and other Senior Academics discussed the future of AI to tackle ageing and societal challenges. The workshop featured a series of inspirational lectures and collaborative group sessions aimed...


Read more at: DIG (Digital Innovation for Growth) Study Tour: AI in Business, Innovation, and in Services

DIG (Digital Innovation for Growth) Study Tour: AI in Business, Innovation, and in Services

25 April 2024

On 15th and 16th April 2024, we were delighted to host an event for the Digital Innovation for Growth team from the Norwegian School of Economics (NHH). As this event the Cambridge Service Alliance Industrial Partners and DIG Partners came together and disscussed the future of AI in Service Industries. With input and...


Read more at: Finanical Times and HCL - Found Table - Breakfast Session

Finanical Times and HCL - Found Table - Breakfast Session

29 February 2024

Mohamed Zaki was invited by HCLTech to be a speaker at a breakfast session in partnership with the Financial Times Tech Forum on 29th February 2024. How AI can help businesses predict customer loyalty Traditional methods of tracking customer sentiments often miss important emotional responses. Surveys like Net Promoter...


Read more at: NEW PAPER - Mobile Applications (apps) as service provider actors

NEW PAPER - Mobile Applications (apps) as service provider actors

19 February 2024

A paper has been published on 11th February 2024 in the 'International Journal of Consumer Studies' Mobile Applications (apps) as service provider actors Abstract Contextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative...


Read more at: CX Summit

CX Summit

30 January 2024

Mohamed Zaki gave a talk titled 'How AI can help firms to gain customer experience insights that matter' at this years CX Summit How AI can help firms to gain customer experience insights that matter The most common methods of tracking customer experience has a big blind spot: they cannot pick up on important emotional...


Read more at: Customer Contact Week 2024 - Austin

Customer Contact Week 2024 - Austin

25 January 2024

Mohamed Zaki facilited a workshop titled 'Fundamentals of AI for Customer Contact Leaders' at this years 'Customer Contact Week' which was held in Austin during January 2024. Fundamentals of AI for Customer Contact Leaders Jumpstart your journey into Artificial Intelligence (AI) & Machine Learning for Customer Contact...


Read more at: Industrial Marketing Management Summit

Industrial Marketing Management Summit

23 January 2024

Mohamed Zaki was a keynote speaker at the industrial marketing management (IMM) Summit at Leads Business School, speaking about AI and the future marketing landscape. Date: Tuesday 9 January 2024 Location: Leeds University Business School The 7th Industrial Marketing Management Summit aims to continue the tradition of...


Read more at: Marketing Week Magazine

Marketing Week Magazine

16 January 2024

On the occasion of his upcoming speech at CX Summit 2024 , Mohamed has had an interiview published in Marketing Week Link to the article - https://marketingweek.gr/mohamed-zaki-university-of-cambridge-i-diacheir... What are the current trends in the CX sector? The current trends in the Customer Experience (CX) sector are...


Read more at: NEW member of the manufacturing working group of the UK Telecoms Innovation Network

NEW member of the manufacturing working group of the UK Telecoms Innovation Network

5 December 2023

Mohamed Zaki will serve as an expert member in the manufacturing working group of the UK Telecoms Innovation Network (UKTIN), an initiative supported by the UK government's Department of Science and Innovation. He, along with other industry members, academics and policymakers, will lead the development of an adoption...