skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

Caterpillar hosts Community of Interest Meeting

last modified Aug 16, 2016 02:41 PM
The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA

The two day July Community of Interest meeting was kindly hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA. The overall topic focused on updates from the Cambridge Service Alliance research work streams, which covered all ongoing discussions in the service alliance. The topic areas included:

  • Leadership requirements in successful service scale-ups
  • Customer experience Analytics: Dynamic-customer centric model
  • Towards Ecosystem components: unpacking how ecosystems function

Additional topics covered a ‘Preliminary Analysis of the Successful Digital Service Business Models’ and ‘work done on engaging front-line employees in service innovation’ . There were great discussions and cases shared by the attending partners.

The next community of interest meeting will take place 29-30 November 2016. The topic will be ‘Big data and privacy concerns’.  If you have any questions about the CoI meeting, please feel free to contact Florian Urmetzer.

Filed under:

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