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At the forefront of service transformation in the digital era

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December 2016 Newsletter

last modified Mar 01, 2017 02:04 PM
Find the latest news from the Alliance in the December 2016 Newsletter.

The December Newsletter from the Alliance is now available.  For the FULL version click here.

Find out what is in this months issue of the Cambridge Service Alliance Newsletter below:

December 2016 Newsletter

Thank You! from the Service Alliance Team

SW2016 Industry Day Outputs

Full Podcast from Industry Day with all speakers

Posters presented at SW2016

Academic Conference at SW2016

2 Day Executive Programme - Making the Shift to Services

Webinar - Data Diagnostic Tool

Podcast: Latest Trends in the Switch to Services in Manufacturing Companies

Privacy concerns discussed at Community of Interest meeting

EPSRC Institutional Sponsorship Grant 2016

Service Week in the Press

Executive Briefing - Engaging front-line employees in service innovation

Webinar - Enterprise KPIs

ServSig guest article on Customer Experience

Welcome to New PhD - Tim Pearce

Theme Update - Data and Analytics for Services

Webinar - Critical incidents in complex service contracts

Research Grants Target CX

Theme Update: Ecosystems Value Mapping and Analysis

Service Operations Management Forum

Classification of Noisy Data

IET Award for Andy Neely

Podcast on Critical Incidents in Complex Service Contracts

Blog on the future of business models for manufactures in an age of digital disruption

Theme Update - Making the Shift to Services

CITEK16 conference

Guest speaker on Data-Driven Business Model

The Fallacy of the Net Promoter Score

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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.

Unlocking the secrets of customer loyalty

May 12, 2020

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.

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