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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 

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Read more at: Unlocking the secrets of customer loyalty
Unlocking the secrets of customer loyalty

Unlocking the secrets of customer loyalty

12 May 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.

Read more at: Do you know what your customers really think about you?
Do you know what your customers really think about you?

Do you know what your customers really think about you?

7 May 2020

Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.

Read more at: Blockchain: driving productivity, traceability and customer experience in supply chains
Blockchain: driving productivity, traceability and customer experience in supply chains

Blockchain: driving productivity, traceability and customer experience in supply chains

7 May 2020

Dr Veronica Martinez, Lecturer at the University of Cambridge and Senior Researcher at the Cambridge Service Alliance, working with colleagues at Caterpillar, shows how blockchain can deliver significant supply chain benefits.

Read more at: Driving business model transformation
Driving business model transformation

Driving business model transformation

1 May 2020

A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.

Read more at: Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core

Partner blog: Pandemic-proof: Building a crisis-resistant organizational culture and technology core

28 April 2020

Sachin Bajaj, Senior Vice President, Digital & Analytics at HCL Technologies, explains why coronavirus - by forcing organisations to create a remote working environment at speed - could turn out to be the spur they need to realise the benefits of digitalisation.

Read more at: New Paper - Digital transformation: harnessing digital technologies for the next generation of services

New Paper - Digital transformation: harnessing digital technologies for the next generation of services

21 June 2019

Check out our recent commentary paper published at the Journal of Services Marketing

Read more at: The future of digital services and platforms
The future of digital services and platforms

The future of digital services and platforms

23 May 2019

Cambridge Service Alliance Community of Interest Meeting - April 2019

Read more at: New Paper: Servitization: A contemporary thematic review of four major research streams

New Paper: Servitization: A contemporary thematic review of four major research streams

21 May 2019

This study identifies the key themes and research priorities in servitization literature over thirteen years from 2005 and 2017, based on four major research streams (general management, marketing, operations, and service management).

Read more at: New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective

New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective

21 May 2019

This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM).

Read more at: First Community of Interest Meeting 2019
First Community of Interest Meeting 2019

First Community of Interest Meeting 2019

23 April 2019

In collaboration with CTF, Service Research Center at Karlstad University, Sweden, the first Community of Interest meeting took place on the 4th April 2019.

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.


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