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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
May Paper - Enabling Digital Transformation: An Analysis Framework

May Paper on 'Enabling Digital Transformation: An Analysis Framework' by Thayla Zomer, Andy Neely and Veronica Martinez

Embracing the opportunities offered by digitalisation is one of the main challenges and priorities for contemporary firms. The transformation of business processes to take advantage of new digital technologies, however, is a complex issue that affects all segments of a company and remains poorly understood in both theory and practice. According to Forbes Magazine, one in eight digital transformation initiatives succeeds, and more than 50% fail completely. Moreover, cases of firms that have had their market values languished despite having invested in digital transformation strategies have also been recognised. Why some companies have not achieved the expected outcomes and what are the characteristics of firms that are performing digital initiatives and experiencing a growth in their market value, however, remain scarcely explored in the literature. Therefore, this study attempts to shed light on the firms’ characteristics and the aspects of their digital transformation initiatives that are related to positive performance. We identified strategic, cultural and structural characteristics that distinguish companies that are experiencing positive outcomes and can be considered as digitally maturing firms. This study provides insights for practitioners regarding the relevant dimensions of a successful transformation initiative, as it is critical to understand how organisations manage their digital transformation and the organisational aspects involved in such transformations.

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Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

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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

'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.

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.