skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Customer Experience Management and Big Data Workshop

last modified Feb 22, 2016 01:41 PM
1st Academic-Practitioner Research with Impact Workshop 'Customer Experience Management (CEM) and Big Data'
Customer Experience Management and Big Data Workshop

Manchester Workshop

Mohamed Zaki was selected to join the Service and Customer experience measurement research teams of the the 1st Academic-Practitioner Research with Impact Workshop: 'Customer Experience Management (CEM) and Big Data' on Monday 18th-Tuesday 19th January, 2016, which was organised by The Customer Management Leadership Group (CMLG) at Alliance Manchester Business School (Alliance MBS), University of Manchester, UK, in conjunction with Alliance MBS Big Data Forum and the Centre for Service Management (CSM) at Loughborough University’s School of Business and Economics.

The 2-day invitational workshop was to help academics work with companies (Co-op, Great Western, Mitie, Prudential and Siemens) and academics across disciplines to tackle topics identified by 5 past or present CMLG member companies working in services and facilities outsourcing, transport, retail, banking and manufacturing sectors.

The outcome of this 2-days workshop is a paper entitled 'Integrating Customer Experience and Customer Commitment: A Framework for Identifying Appropriate Metrics and Processes' will be submitted to International journal of Service Marketing

For more information on this event please visit the event webpage.

RSS Feed Latest news

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.

View all news