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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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Find out what the Alliance has been working on:

Managing customer experience through a systematic approach to data analytics

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.

Managing customer experience through a systematic approach to data analytics - Read More…

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.

Blog | Has COVID-19 Invented the 10X Supply Chain? - Read More…

Insight | Business model innovation for digital twins in the construction sector

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.

Insight | Business model innovation for digital twins in the construction sector - Read More…

Generate revenue from digital platforms

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.

Generate revenue from digital platforms - Read More…

Unlocking the secrets of customer loyalty

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.

Unlocking the secrets of customer loyalty - Read More…

Driving business model transformation

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.

Driving business model transformation - Read More…

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.

Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core - Read More…

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.

Mirror, mirror on the wall - who is the most successful of them all? - Read More…

Inside neural networks

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.

Inside neural networks - Read More…

Do you know what your customers really think about you?

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.

Do you know what your customers really think about you? - Read More…

Blockchain: driving productivity, traceability and customer experience in supply chains

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.

Blockchain: driving productivity, traceability and customer experience in supply chains - Read More…

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: Servitization: A contemporary thematic review of four major research streams - Read More…

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).

New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective - Read More…

HCL joins the Cambridge Service Alliance

HCL joined the Cambridge Service Alliance as a strategic digital services partner.

HCL joins the Cambridge Service Alliance - Read More…

First Community of Interest Meeting 2019

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.

First Community of Interest Meeting 2019 - Read More…

2018 Robert Johnston Award

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

2018 Robert Johnston Award - Read More…

Webinar on High-Value Manufacuring (HVM)

In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing.

Webinar on High-Value Manufacuring (HVM) - Read More…

February 2019 Paper - High Value Manufacturing (HVM) in the UK: Case studies and focus group insights

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 Paper - High Value Manufacturing (HVM) in the UK: Case studies and focus group insights - Read More…

February 2019 Webinar - Business Ecosystems Mapping

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.

February 2019 Webinar - Business Ecosystems Mapping - Read More…

January 2019 Paper

January 2019 Paper

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'

January 2019 Paper - Read More…

Webinar 14 January

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network Ensembles

Webinar 14 January - Read More…

December 2018 Paper

December 2018 Paper

December 2018 Paper on 'Bayesian Neural Network Ensembles'

December 2018 Paper - Read More…

Webinar 10 December 2018

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

Webinar 10 December 2018 - Read More…

December Newsletter

December Newsletter

Welcome to the December 2018 edition of the Cambridge Service Alliance Newsletter

December Newsletter - Read More…

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

Gaining Customer Experience Insights That Matter - Read More…

November 2018 Paper

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

November 2018 Paper - Read More…

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