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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Read more at: Paper Presentation - QUIS18

Paper Presentation - QUIS18

27 June 2023

Gautam Jha and Mohamed Zaki presented their paper on customer experience centric transformation in business to business (B2B) at the QUIS18, 18th International research symposium on service excellence in management at VinUniversity, Hanoi, Vietnam. The paper identifies the characteristics of an evolving phenomenon of...


Read more at: Mohamed Zaki becomes a honorary Research Fellow a at INTI International University in Malaysia

Mohamed Zaki becomes a honorary Research Fellow a at INTI International University in Malaysia

19 June 2023

Mohamed Zaki will serve as an honorary Research Fellow and visiting professor at INTI International University in Malaysia. This position will span a duration of three years, during which Mohamed will contribute to a range of INTI university activities. As a research fellow, he will engage in enriching experiences such as...


Read more at: Generative AI Competition

Generative AI Competition

13 June 2023

In May 2023, one of our researchers, Jan Blümel , participated in the IfM Generative AI Competition. It was an opportunity for students and early career researchers to showcase their best use cases/ workflows of generative AI in academic research. Participants delivered 90-second presentations to the audience and panel of...


Read more at: Enhancing Customer Service Experience with Personalized Conversational AI Agents

Enhancing Customer Service Experience with Personalized Conversational AI Agents

5 June 2023

A New Framework for Designing and Assessing Conversational AI Agents In today's competitive business landscape, creating a pleasant customer experience (CX) is crucial for organizations aiming to gain a competitive advantage. As customer behavior continues to evolve due to factors like the Covid-19 pandemic and...


Read more at: AIRSI2023 - The Metaverse Conference

AIRSI2023 - The Metaverse Conference

22 May 2023

Date: Tuesday 16th May 2023 Jan H. Blumel presented parts of his PhD research at #AIRSI2023 , uncovering the impact of conversation styles on customer service experiences and providing a personal touch. In a world where digitisation and reduced human contact are reshaping customer service, personalising interactions has...


Read more at: ISSIP (International Society of Service Innovation) Ambassador Panel: Improving the Sustainability of Service Systems: Current Issues and Challenges

ISSIP (International Society of Service Innovation) Ambassador Panel: Improving the Sustainability of Service Systems: Current Issues and Challenges

15 May 2023

Mohamed Zaki presented "Can Digital Technologies help address some of the sustainability of service systems Challanges?" at the ISSIP Ambassador event help on 3rd May 2023. Summary “Sustainability has become a pressing concern for organizations worldwide, and integrating digital, physical, and social systems can play a...


Read more at: Mitsubishi Heavy Ltd Industries Visit - November 2022

Mitsubishi Heavy Ltd Industries Visit - November 2022

15 November 2022

Prof Mohamed Zaki was invited by the Mitsubishi Heavy Industries to run the Digital Service and Customer Experience workshop with the Research & Innovation Center team. Thanks for the invitation, hospitality and the great discussions about the future of the next generations of services in asset heavy Industry.


Read more at: Bouygues Construction joins the Cambridge Service Alliance

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release


Read more at: 'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.


Read more at: Industry Day 2020 | What we learnt

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.


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 BAE Systems, Caterpillar, GEA, IBM, Pearson, Zoetis, CEMEX, HCLTech and Bouygues