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Cambridge Service Alliance

At the forefront of service transformation in the digital era

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 customer experience centricity in B2B by empirically investigating transnational businesses across manufacturing and services sectors.

For further information, please reach out to Gautam Jha who is a PhD researcher at the Cambridge Service Alliance studying digital transformation with a customer centric approach at established organisation.


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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