News

Digital and Data Day

20 March 2025

Event at Cambridge University Press & Assessment Mohamed Zaki was invited as a keynote speaker at the Digital & Data Conference Day hosted by Cambridge University Press & Assessment , where he spoke about how AI-augmented agents can transform customer experience in contact centres. His speech addressed key...

Handbook of Service Experience

26 February 2025

NOW PUBLISHED! We are proud to announce that the book ‘Handbook of Service Experience’ has now been published! Summary This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience...

New Publication for Tor Andreassen

26 February 2025

Tor Andreassen has recently had a paper published in the Journal of Business Research, Volume 191. Here is an article about that paper Understanding the Business-to-Business Sharing Economy Most people are familiar with sharing economy platforms like Airbnb or Uber that serve consumers. But what happens when businesses...

New Partner

17 February 2025

Welcome to AstraZeneca We are delighted to welcome our newest member to the CSA - AstraZeneca ! Together, we’re embarking on an incredible journey to drive digital service transformation and explore cutting-edge technologies like AI and Generative AI. This partnership marks a shared vision between Cambridge Service...

Visit to IULM University

17 February 2025

February 2025 Mohamed was invited to teach at the Master in International Marketing & Sales Communication - IULM for the 6th edition While he was there he held his lessons with the title: Servitization & New Marketing Trends What did the students learn? How the new technologies such as AI, robots and virtual...

Financial Times - Roundtable

6 February 2025

It was a pleasure to be invited by HCLTech to the Financial Times Breakfast Roundtable and to co-facilitate a discussion with Murad Ahmed on the future of AI Agents in driving innovation across different services, the workplace, and customer experience. A fantastic opportunity to connect with Ian C, Qasim Ali, Apoorv...

BBC Innovation Day with HCL Tech

5 February 2025

Date: 30th January 2025 Mohamed was invited to a BBC Innovation Day, collaborating with our partners HCL Tech, to explore the future of AI and Gen AI in designing innovative products, services, and personalised content. It was an insightful day filled with engaging discussions and presentations alongside industry...

Webinar in collaboration with GoLearning

30 January 2025

Exclusive Webinar: AI Applications in Service Experience Mohamed Zaki will be giving a an exclusive webinar in collaboration with GoLearning powered bu e& UAE. Discover how AI is transforming customer service, marketing, and sales and learn AI-driven strategies to enhance customer experiences, optimize business...

Visit to Institute of Science Tokyo

22 January 2025

Mohamed Zaki was invitied to The Department of Industrial Engineering and Economics (IEE) at Institute of Science Tokyo (Science Tokyo) 東京科学大学 to give a special seminar on AI Applications in Service Experience. The session provided valuable insights for both faculty members and students, showcasing the transformative...

Vist to Japan Advanced Institute of Science and Technology - Jan 25

20 January 2025

Mohamed Zaki was invited to teach Digital Services and Data-Driven Customer Experiece Transformation to an outstanding MBA cohort from diverse industries in Japan This was including members from Amazon and Pivotal at the Japan Advanced Institute of Science and Technology (JAIST) , Japan. Many thanks to Professor Kunio...