skip to content
Home

Cambridge Service Alliance

At the forefront of service transformation in the digital era
 

News Subscribe to News

Read more at: NEW PUBLICATION

NEW PUBLICATION

14 August 2025

AI as a change agent in an aging society: towards the sustainable behaviour of service organizations and customers There has been a NEW publication published in the Journal of Service Management titled as above. This is a wonderful collaboration involving Lars Witell , Allard Van Riel , Hannah Snyder and CSA's very own...

Read more at: 1K Followers on Linkedin

1K Followers on Linkedin

11 August 2025

We have hit 1,000 followers on Linkedin A huge THANK YOU to everyone who has helped us reach this milestone! Please visit our page here

Read more at: Researchers Honoured with Highly Commended Paper Award at Frontiers 2025 Conference

Researchers Honoured with Highly Commended Paper Award at Frontiers 2025 Conference

22 July 2025

We’re proud to share that Mohamed Zaki has received the Highly Commended Paper Award at the prestigious Frontiers 2025 Conference for the paper " Personal Touch in Digital Customer Service: A Conceptual Framework of Relational Personalization for Conversational AI " published in the Journal of Service Theory and Practice...

Read more at: Visit to University of Chile

Visit to University of Chile

16 July 2025

Mohamed Zaki Shared Expertise on Data-Driven Customer Experience at Universidad de Chile... Mohamed Zaki recently visited the Universidad de Chile, Faculty of Economics and Business to teach a session on "Data-Driven Customer Experience Transformation" to MBA students. The visit was part of the XXVII FEN International...

Read more at: 2025 Naples Forum

2025 Naples Forum

16 June 2025

Mohamed Zaki and Janet McColl-Kennedy presented their paper at the 2025 Naples Forum on Service held in Sorrentol, Italy. "Digital Transformation in Primary Health Care Service: Co-creating a digitaltech-humanness approach to care across actor groups in the service ecosystem" The paper is coauthored with Janet McColl-...

Read more at: AWARD for Industry Impact in Services

AWARD for Industry Impact in Services

9 June 2025

We at the Cambridge Service Alliance are excited and proud to announce that Mohamed Zaki received the Bo Edvardsson Industry Impact in Services Award at QUIS19 this year. A HUGE thank you to the nomination committee for recognising his work. What made the moment even more special, was receiving the award from Bo Edvardsson...

Read more at: AI Tomorrow Summit 2025

AI Tomorrow Summit 2025

29 May 2025

Mohamed Zaki was invited as a keynote speaker at the AI Tomorrow Summit 2025 by the Artificial Intelligence Policies Association (AIPA) , where he presented his recent work on how AI agents can be leveraged to personalise customer experiences and drive sales growth. Mohamed has said that "It was a privilege to speak...

Read more at: Published Book

Published Book

14 May 2025

Data - Driven Customer Experience Transformation We are delighted to announce that after almost two years of writing and refining - Mohamed's new book has been published! Announcement from Mohamed This book is the culmination of my research and professional journey - working closely with a wide range of global...

Read more at: CSA Webinar - May 2025

CSA Webinar - May 2025

8 May 2025

On Thursday 1st May 2025 the CSA hosted a webinar titled 'The Future of AI Agents in Service Experience'. Please find recordings of all the presentations here pic_for_linkedin.jpg

Read more at: NEW Team Member to CSA

NEW Team Member to CSA

30 April 2025

We would like to introduce Katerina Loshkareva as the newest member to the Cambridge Service Alliance team. Katerina has joined us as the CSA Industrial Relationship Manager. With her experience in managing partnerships, Katerina will play a key role in strengthening the CSA relationship with our existing partners and...

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • A unique global alliance between the University of Cambridge and some of the world’s leading businesses.

  • Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.

  • Learn how other innovative organisations are developing new services through our events

  • Since its inception in 2010 industrial partners have included CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, Bouygues UK among others.

 

 


Contact us

 

Study at Cambridge

About the University

Research at Cambridge