skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Customer Experience Analytics - Data Insights Cambridge Event

last modified Feb 22, 2017 01:53 PM
Mohamed Zaki was invited as a guest speaker at Data Insights Cambridge event held in December 2016

Mohamed Zaki was invited as a guest speaker at Data Insights Cambridge event held in December 2016. Mohamed spoke on the subject of Customer Experience Analytics, where he explained that firms need better tools for CX measurement, as well as new data-driven approaches for identifying key points of friction in the customer experience. He outlined the data-driven CX model that combine qualitative and quantitative data to better measure the customer experience - identifying sources of friction and ways to reduce it in order to improve the customer.

RSS Feed Latest news

2020 Annual Review

Oct 23, 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

Jul 24, 2020

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?

Jul 06, 2020

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

May 19, 2020

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

May 12, 2020

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.

View all news