News

Professor Mohamed Zaki on CX design: Personalisation and Digital Capabilities (Part 2 of 2)

2 August 2023

In part two of the conversation with MyCustomer , Professor Mohamed Zaki from the University of Cambridge delves into CX design, personalisation and digital capabilities by Sabine Groven. In a conversation with MyCustomer, Professor Mohamed Zaki, the deputy director of Cambridge Service Alliance and course leader of Data-...

Professor Mohamed Zaki on the Key Challenges of CX Design (Part 1 of 2)

2 August 2023

In an interview (part 1) with MyCustomer , Professor Mohamed Zaki shares insights on the intricacies of CX design, delving into the challenges organisations face and what's needed to succeed by Sabine Groven Link to Interview can be found here .

Paper Presentation - QUIS18

27 June 2023

Gautam Jha and Mohamed Zaki presented their paper on customer experience centric transformation in business to business (B2B) at the QUIS18, 18th International research symposium on service excellence in management at VinUniversity, Hanoi, Vietnam. The paper identifies the characteristics of an evolving phenomenon of...

Mohamed Zaki becomes a honorary Research Fellow a at INTI International University in Malaysia

19 June 2023

Mohamed Zaki will serve as an honorary Research Fellow and visiting professor at INTI International University in Malaysia. This position will span a duration of three years, during which Mohamed will contribute to a range of INTI university activities. As a research fellow, he will engage in enriching experiences such as...

Generative AI Competition

13 June 2023

In May 2023, one of our researchers, Jan Blümel , participated in the IfM Generative AI Competition. It was an opportunity for students and early career researchers to showcase their best use cases/ workflows of generative AI in academic research. Participants delivered 90-second presentations to the audience and panel of...

Enhancing Customer Service Experience with Personalized Conversational AI Agents

5 June 2023

A New Framework for Designing and Assessing Conversational AI Agents In today's competitive business landscape, creating a pleasant customer experience (CX) is crucial for organizations aiming to gain a competitive advantage. As customer behavior continues to evolve due to factors like the Covid-19 pandemic and...

AIRSI2023 - The Metaverse Conference

22 May 2023

Date: Tuesday 16th May 2023 Jan H. Blumel presented parts of his PhD research at #AIRSI2023 , uncovering the impact of conversation styles on customer service experiences and providing a personal touch. In a world where digitisation and reduced human contact are reshaping customer service, personalising interactions has...

ISSIP (International Society of Service Innovation) Ambassador Panel: Improving the Sustainability of Service Systems: Current Issues and Challenges

15 May 2023

Mohamed Zaki presented "Can Digital Technologies help address some of the sustainability of service systems Challanges?" at the ISSIP Ambassador event help on 3rd May 2023. Summary “Sustainability has become a pressing concern for organizations worldwide, and integrating digital, physical, and social systems can play a...

Mitsubishi Heavy Ltd Industries Visit - November 2022

15 November 2022

Prof Mohamed Zaki was invited by the Mitsubishi Heavy Industries to run the Digital Service and Customer Experience workshop with the Research & Innovation Center team. Thanks for the invitation, hospitality and the great discussions about the future of the next generations of services in asset heavy Industry.

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release