News items
Find out what the Alliance has been working on:
Managing customer experience through a systematic approach to data analytics
We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.
Blog | Has COVID-19 Invented the 10X Supply Chain?
Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.
Insight | Business model innovation for digital twins in the construction sector
At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.
Generate revenue from digital platforms
According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.
Unlocking the secrets of customer loyalty
Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.
Driving business model transformation
A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.
Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core
Sachin Bajaj, Senior Vice President, Digital & Analytics at HCL Technologies, explains why coronavirus - by forcing organisations to create a remote working environment at speed - could turn out to be the spur they need to realise the benefits of digitalisation.
Mirror, mirror on the wall - who is the most successful of them all?
David Díaz, Assistant Professor at the University of Chile and Visitor at the Cambridge Service Alliance has been using machine learning to uncover bias in the way we respond to the shape of people’s faces.
Inside neural networks
Cambridge Service Alliance doctoral student, Tim Pearce, explains how his work is contributing to advances in neural networks and how they are starting to help organisations make better decisions.
Do you know what your customers really think about you?
Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.
Blockchain: driving productivity, traceability and customer experience in supply chains
Dr Veronica Martinez, Lecturer at the University of Cambridge and Senior Researcher at the Cambridge Service Alliance, working with colleagues at Caterpillar, shows how blockchain can deliver significant supply chain benefits.
New Paper - Digital transformation: harnessing digital technologies for the next generation of services
Check out our recent commentary paper published at the Journal of Services Marketing
The future of digital services and platforms
Cambridge Service Alliance Community of Interest Meeting - April 2019
New Paper: Servitization: A contemporary thematic review of four major research streams
This study identifies the key themes and research priorities in servitization literature over thirteen years from 2005 and 2017, based on four major research streams (general management, marketing, operations, and service management).
New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective
This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM).
HCL joins the Cambridge Service Alliance
HCL joined the Cambridge Service Alliance as a strategic digital services partner.
First Community of Interest Meeting 2019
In collaboration with CTF, Service Research Center at Karlstad University, Sweden, the first Community of Interest meeting took place on the 4th April 2019.
2018 Robert Johnston Award
Congratulations to Mohamed Zaki, Professor Janet McColl-Kennedy and co-authors for receiving the 2018 Robert Johnston Award of the Journal of Service Management
Webinar on High-Value Manufacuring (HVM)
In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing.
February 2019 Paper - High Value Manufacturing (HVM) in the UK: Case studies and focus group insights
High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. Shaw
February 2019 Webinar - Business Ecosystems Mapping
In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.
January 2019 Paper
January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'
Webinar 14 January
In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network Ensembles
Webinar 10 December 2018
Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar
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.