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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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July Community of Interest Meeting

last modified Jul 04, 2018 02:19 PM
In collaboration with our Industrial Partners, the July Community of Interest Meeting (CoI) took place at Perkins, in Peterborough. The focus of this year events is on 'How companies can strategically design, pilot and experiment digital services in the new digital age?’

In the July event, the Alliance jointly discussed two main research topics:

  1. Blockchains technology to optimize the supply chain

This first project aims to develop a methodology to model and simulate the use of blockchain technology for automating part of the demand-supply operations of a manufacturing site and exploring new smart services enabled by this digital technology.  The interactions between customers-employees-providers will be recorded, analyzed and triangulated with other real-time factory data to inform the models.  The project will consider the codification of a blockchain application and development of scenarios' analyses.  A demonstrator will be prepared to support, evaluate and improve the proposed methodology.

  1. Moments of Truth in Services: AI-Neuro-marketing Perspective

The second project aims to develop a methodology and demonstration using real time data and AI technique to analyze the customers ''moments of truth'' to increase the quality of service experience perceived by the customer.  Also, the project will consider capturing and analysing the interaction between employees and customers using data generated from wearable technologies to identify anomalies in customer journeys - where customers deviate from habit or predictions and identify opportunities for intervention and moments of influence.

 

About Cambridge Service Alliance - Community of Interest

What is the CSA Community of Interest?

The Cambridge Service Alliance brings together non-competing firms with a common interest in innovating their business models and making the shift to services and solutions. The Community of Interest is designed to provide an open forum where our partner firms can share experience and ideas, learning directly from one another and the researchers.

Who can get involved in the Community of Interest?

The Community of Interest is open to anyone employed by our partner firms. We do not expect participants in the Community of Interest to attend every meeting, but we will make sure that those who have expressed interest receive details about events and workshops. There is no charge to attend Community of Interest meetings, although participants are expected to cover their own travel and accommodation.

How to get involved in the Community of Interest?

To register interest in participating simply e-mail Jacqueline  Brown jjb78@cam.ac.uk.

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July Webinar by Christoph Peters on Modular Service Structures for AI Services

Jul 09, 2018

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.

July Community of Interest Meeting

Jul 04, 2018

In collaboration with our Industrial Partners, the July Community of Interest Meeting (CoI) took place at Perkins, in Peterborough. The focus of this year events is on 'How companies can strategically design, pilot and experiment digital services in the new digital age?’

Mohamed Zaki won the Emerald Literati Award

Jul 03, 2018

Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards

2nd Customer Management Leadership Group Academic-Practitioner Workshop

Jun 26, 2018

Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

Jun 26, 2018

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

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