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developing new understanding and approaches to complex service systems

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Quarterly Newsletter

The Alliance publishes quarterly newsletters, with updates on all its activities as well as details of upcoming events etc.  

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Find out what the Alliance has been working on:

December Newsletter

December Newsletter

Welcome to the December 2018 edition of the Cambridge Service Alliance Newsletter

December Newsletter - Read More…

Gaining Customer Experience Insights That Matter

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research

Gaining Customer Experience Insights That Matter - Read More…

November 2018 Paper

November 2018 Paper

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

November 2018 Paper - Read More…

New EPSRC Doctoral Studentship Opportunity

New EPSRC Doctoral Studentship Opportunity on Digital technology in the service design and lifecycle with Rolls Royce

New EPSRC Doctoral Studentship Opportunity - Read More…

Do not fall prey to business ecosystem failure

There are many reasons why great manufacturing innovations that should have succeeded end up on the scrap heap. Dr Florian Urmetzer explains that an often-overlooked but very common reason is failure to see the blind spots in your business ecosystem.

Do not fall prey to business ecosystem failure - Read More…

CEMEX Workshop

CEMEX Workshop

Blockchain Prototype: Scope and Analysis for CEMEX

CEMEX Workshop - Read More…

New book published: Exploring Service Science

New book published: Exploring Service Science

9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings

New book published: Exploring Service Science - Read More…

Blockchain Paper

Return to Rationality, how does Blockchain Empower Traditional Industry? – A case of Everledger’s application in the diamond industry

Blockchain Paper - Read More…

October 2018 paper

October 2018 paper

October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas

October 2018 paper - Read More…

October 2018 Webinar - How Can Hackathons Accelerate Corporate Innovation?'

October 2018 Webinar - How Can Hackathons Accelerate Corporate Innovation?'

In this webinar, Myrna Flores presented the Alliance April paper on how hackathons can accelerate corporate innovation.

October 2018 Webinar - How Can Hackathons Accelerate Corporate Innovation?' - Read More…

September 2018 Paper

September 2018 Paper

September paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy Neely

September 2018 Paper - Read More…

Land of Innovation Forum

Land of Innovation Forum

Veronica delivered a presentation and a workshop at the 'Land of Innovation Forum' in Canacintra, Mexico.

Land of Innovation Forum - Read More…

Blockchain Results Delivered at Rolls Royce

Blockchain Results Delivered at Rolls Royce

Research project 'the impact of digital twins on the product development process' led by Veronica Martinez

Blockchain Results Delivered at Rolls Royce - Read More…

Interview with Sander Kuik, Canon – for CSA Industry Day 2018

Interview with Sander Kuik, Canon – for CSA Industry Day 2018

In a conversation with Sander Kuik from Canon we asked him about his planned presentation at the CSA Industry Conference on 3 October 2018, his thoughts on the theme of the conference, and his vision of the future.

Interview with Sander Kuik, Canon – for CSA Industry Day 2018 - Read More…

September Newsletter for the CSA

September Newsletter for the CSA

September 2018 Newsletter from the Cambridge Service Alliance

September Newsletter for the CSA - Read More…

2017 ACAM Customer Excellence Award

2017 ACAM Customer Excellence Award

Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award

2017 ACAM Customer Excellence Award - Read More…

Partner Workshop - Ecosystems for Digital Transformation

Partner Workshop - Ecosystems for Digital Transformation

Dr Florian Urmetzer and the Alliance Visitor Dominik Moeslein conducted a three-day workshop with CEMEX managers

Partner Workshop - Ecosystems for Digital Transformation - Read More…

Mexican Forum for the Business Transformation

Mexican Forum for the Business Transformation

Veronica Martinez was invited as keynote speaker at the Mexican Forum for the Business Transformation.

Mexican Forum for the Business Transformation - Read More…

Blockchain in Customer Service Management

Blockchain in Customer Service Management

Caterpillar Presentation of Blockchain Results: Feasibility and Cost Analysis

Blockchain in Customer Service Management - Read More…

Through-life engineering services – Adding business value through a common framework – Guide

Through-life engineering services – Adding business value through a common framework – Guide

This Publicly Available Specification (PAS) offers guidance to leaders of the UK industry that may enable manufacturing and solution providers in all sectors to win business, gain market share, generate revenue, and earn profits from the application of through-life engineering services (TES).

Through-life engineering services – Adding business value through a common framework – Guide - Read More…

July Webinar by Christoph Peters on Modular Service Structures for AI Services

July Webinar by Christoph Peters on Modular Service Structures for AI Services

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.

July Webinar by Christoph Peters on Modular Service Structures for AI Services - Read More…

Community of Interest Meeting- 4th July  2018 at Perkins Caterpillar

Community of Interest Meeting- 4th July 2018 at Perkins Caterpillar

This was the second meeting in a series of three Cambridge Service Alliance Community of Interest meetings (May/July/November 2018).

Community of Interest Meeting- 4th July 2018 at Perkins Caterpillar - Read More…

July Community of Interest Meeting

July Community of Interest Meeting

In collaboration with our Industrial Partners, the July Community of Interest Meeting (CoI) took place at Perkins, in Peterborough. The focus of this year events is on 'How companies can strategically design, pilot and experiment digital services in the new digital age?’

July Community of Interest Meeting - Read More…

Mohamed Zaki won the Emerald Literati Award

Mohamed Zaki won the Emerald Literati Award

Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards

Mohamed Zaki won the Emerald Literati Award - Read More…

2nd Customer Management Leadership Group Academic-Practitioner Workshop

2nd Customer Management Leadership Group Academic-Practitioner Workshop

Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.

2nd Customer Management Leadership Group Academic-Practitioner Workshop - Read More…

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Ecosystems Strategy One Day Course

Feb 05, 2019

IfM, Cambridge

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