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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Customer Experience Analytics - Data Insights Cambridge Event

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.

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

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Latest news

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

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.