News

Gautam Jha passes PhD VIVA

30 September 2024

“Congratulations to Gautam Jha who passed his PhD VIVA on 20th September with only minor corrections. The topic of his PhD was “Achieving excellence in managing customer experience: An exploration of smaller details that make a difference”. Gautam was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along...

Connecting Worlds Summit

18 July 2024

Dates: 9th - 12th July 2024 Connecting Worlds Summit This event was lead by Professor Janet McColl-Kennedy and Associate Professor Christoph Breidbach from the Service Innovation Alliance (SIA) based at the University of Queensland, Australia. The SIA is an interdisciplinary research hub comprised of 31 faculties across...

Visit to University of Queensland Business School

10 July 2024

Mohamed Zaki was invited to be a guest speaker by Janet McColl-Kennedy , Fiona Willer and Emma Bailie at the University of Queensland, UQ Business School in July 2024. He spoke about how we can leverage Large Language Models and Generative AI to advance Service Research. Advancing Service Research Using Large Language...

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...

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...

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...

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...

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...

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...

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...