News

2025 Naples Forum

16 June 2025

Mohamed Zaki and Janet McColl-Kennedy presented their paper at the 2025 Naples Forum on Service held in Sorrentol, Italy. "Digital Transformation in Primary Health Care Service: Co-creating a digitaltech-humanness approach to care across actor groups in the service ecosystem" The paper is coauthored with Janet McColl-...

AWARD for Industry Impact in Services

9 June 2025

We at the Cambridge Service Alliance are excited and proud to announce that Mohamed Zaki received the Bo Edvardsson Industry Impact in Services Award at QUIS19 this year. A HUGE thank you to the nomination committee for recognising his work. What made the moment even more special, was receiving the award from Bo Edvardsson...

AI Tomorrow Summit 2025

29 May 2025

Mohamed Zaki was invited as a keynote speaker at the AI Tomorrow Summit 2025 by the Artificial Intelligence Policies Association (AIPA) , where he presented his recent work on how AI agents can be leveraged to personalise customer experiences and drive sales growth. Mohamed has said that "It was a privilege to speak...

Published Book

14 May 2025

Data - Driven Customer Experience Transformation We are delighted to announce that after almost two years of writing and refining - Mohamed's new book has been published! Announcement from Mohamed This book is the culmination of my research and professional journey - working closely with a wide range of global...

CSA Webinar - May 2025

8 May 2025

On Thursday 1st May 2025 the CSA hosted a webinar titled 'The Future of AI Agents in Service Experience'. Please find recordings of all the presentations here pic_for_linkedin.jpg

NEW Team Member to CSA

30 April 2025

We would like to introduce Katerina Loshkareva as the newest member to the Cambridge Service Alliance team. Katerina has joined us as the CSA Industrial Relationship Manager. With her experience in managing partnerships, Katerina will play a key role in strengthening the CSA relationship with our existing partners and...

Journal of Service Management - NEW Member of Editorial Team

30 April 2025

Mohamed has recently joined the editorial team for Journal of Service Management. Congratulations Mohamed! Article from JoSM (April 2025) The Journal of Service Management is pleased to announce key changes to its editorial team, with Linda Alkire (née Nasr) and Sertan Kabadayi joining us as the new Co-Editors-in-Chief...

Norwegian School of Economics (NHH)

3 April 2025

Visit to Norwegian School of Economics Mohamed has had a fantastic visit to the Norwegian School of Economics (NHH)! During this trip, he had the opportunity to: Engage with PhD students in thought-provoking discussions on the future of AI in business. D eliver a talk on "The Future of AI Agents in Boosting Sales &...

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...