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September 2016 Newsletter

last modified Sep 02, 2016 09:29 AM
The September 2016 edition of the Cambridge Service Alliance Newsletter.

The September 2016 edition of the Alliance Newsletter is now available.  The articles below are included in this edition, or click here to view the whole newsletter.

In this Issue

September 2016 Newsletter

Industry Event - Growing your Services Business in an age of digital disruption

2 Day Executive Programme - Making the Shift to Services

November Community of Interest Meeting - calling partners

Marketing Science Institute

Webinar for Policy Makers - Facilitating Co-Creation in Living Labs

Theme Update - Data and Analytics for Services

Redistributed Manufacturing Workshop hosted in Euroma Conference 2016

User workshop planned on co-creation

Alliance visitor - Dr Benjamin Lucas

Webinar - Service in the Platform Context

Invited talk at the BMW Summer School 'Car as a Service'

Welcome to Alliance visitor - Abdul Khan

Theme Update: Ecosystems Value Mapping and Analysis

Through-Life Accountability: Managing Complex Services

Harnessing the power of innovation

Caterpillar hosts Alliance Community of Interest Meeting

Webinar - Facilitating Co-Creation in Living Labs - The Josephs Study

EurOMA 2016 Conference - Alliance Research Presented

Podcast Interview with Xia Han on Service Platforms

Critical Incidents in Complex Service Contracts

Ornella joins expert panel for JOSM

JOM paper - Global Engineering Services: Shedding the Light on Network Capabilities

Service in the Platform Context: A review of the state of the art

Theme Update - Making the Shift to Services

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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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