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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News items
Find out what the Alliance has been working on:
December Newsletter
Welcome to the December 2018 edition of the Cambridge Service Alliance Newsletter
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
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
Webinar 12 November 2018 - Co-Creation in Practice: Objectives and Outcomes
In this webinar, Katharina Greve presents the Alliance September Paper on Co-Creation in Practice.
New EPSRC Doctoral Studentship Opportunity
New EPSRC Doctoral Studentship Opportunity on Digital technology in the service design and lifecycle with Rolls Royce
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.
New book published: Exploring Service Science
9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings
Blockchain Paper
Return to Rationality, how does Blockchain Empower Traditional Industry? – A case of Everledger’s application in the diamond industry
October 2018 paper
October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas
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.
September 2018 Paper
September paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy Neely
Land of Innovation Forum
Veronica delivered a presentation and a workshop at the 'Land of Innovation Forum' in Canacintra, Mexico.
Blockchain Results Delivered at Rolls Royce
Research project 'the impact of digital twins on the product development process' led by Veronica Martinez
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.
Webinar 10 September 2018 - Enabling Digital Transformation: An Analysis Framework - by Thayla Zomer, Veronica Martinez and Andy Neely
In this webinar, Thayla Zomer presented the Alliance May paper on Digital Transformation.
2017 ACAM Customer Excellence Award
Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award
Partner Workshop - Ecosystems for Digital Transformation
Dr Florian Urmetzer and the Alliance Visitor Dominik Moeslein conducted a three-day workshop with CEMEX managers
Mexican Forum for the Business Transformation
Veronica Martinez was invited as keynote speaker at the Mexican Forum for the Business Transformation.
Blockchain in Customer Service Management
Caterpillar Presentation of Blockchain Results: Feasibility and Cost Analysis
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).
July Paper on 'Coopetition and Business Models' by Chander Velu
July Paper on 'Coopetition and Business Models' by Chander Velu
Report: The Potential of Servitisation and other forms of Product-Service Provision for EU SMEs
This study provides an evidence base to the European Commission and supports SMEs in seizing the opportunities of servitisation.
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.
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).
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?’
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
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.
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'