skip to primary navigationskip to content

Cambridge Service Alliance

At the forefront of service transformation in the digital era

Studying at Cambridge

 

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.

Filed under:

RSS Feed Latest news

2020 Annual Review

Oct 23, 2020

Read about our latest research in our tenth anniversary Annual Review.

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.

View all news