skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Service Excellent Programme Delivered to Veolia

last modified Mar 29, 2017 10:53 AM
A Two-Day Service Excellence Programme has been developed and delivered to Veolia by the Cambridge Service Alliance.

Andy Neely, Florian Urmetzer and Andrew Gill have been working with Veolia over the last month to develop a bespoke service excellence programme. After the preparation phase, the two day programme was designed and delivered in the Moller Centre on 21- 22 March 2017.

The participants were business unit managers from Veolia Water Technologies and other Veolia product groups. The work included pre-interviews with all attending managers to assess participants needs. Then, the bespoke programme was designed and executed. The work included the development of service innovations for the business units. The newly developed services concepts will be presented to the CEO of Veolia in Paris on the 16 June 2017.

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