News

Introduction to the Shift to Services Executive Programme - WebinarThis new webinar introduces the Shift to Services programme. A recent interview webinar has hosted by ServiceMax and Field Service News, in order to explain the research and content covered in the Alliance's Shift to Services Executive Programme. In this webinar, Dr Florian Urmetzer…

Professor Andy Neely, the University of Cambridge's new Pro-Vice-Chancellor of Enterprise and Business Relations.Congratulations to Professor Andy Neely, who has been appointed as the University of Cambridge's new Pro-Vice-Chancellor of Enterprise and Business Relations. Andy will be leading the University's strategy to enhance and develop its enga…

Mohamed Zaki was invited as a guest speaker at Data Insights Cambridge event held in December 2016Mohamed Zaki was invited as a guest speaker at Data Insights Cambridge event held in December 2016. Mohamed spoke on the subject of Customer Experience Analytics, where he explained that firms need better tools for CX measurement, as well as new data-d…

Mohamed Zaki was an invited presenter at the Gemalto Webcast Series for 'Ask the Experts' on 13 December 2016.Mohamed Zaki was Invited to give a webinar presentation on 'What is Servitization and Why Should Manufacturers Care?", to the 'Ask the experts' webcast series. Mohamed's presentation looked at how ‘servitization’ is completely redefining th…

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy NeelyInvestigating risks of outcome-based service contracts from a provider's perspectiveIncreasingly servitized companies use outcome-based contracts (OBCs) or performance-based contracts (PBCs) to provide advanced serv…

In January, Katharina Greve presented her research 'Facilitating Co-creation in Living Labs: The Customer Perspective' at the 9th Service Operations Management Forum in Copenhagen, Denmark.In January, Katharina Greve presented her research “Facilitating Co-creation in Living Labs: The Customer Perspective” (co-authored by V. Martinez, J. M. Jonas a…

13 February 2017 - Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation - Abdul KhanIn this webinar Alliance visitor, Abdul Khan, discusses the November paper from the Alliance. In today’s manufacturing paradigm predictive capabilities in manufacturing can be considered a strategic advantage over competitor…

Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.Remind yourself what value B2B relationships bring to the table. Remember to fight tough but also to chill out with your B2B partners. These B2B partnerships need to be designed to bring value to all involved. Executive Summary:Customers are demandi…

Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems. The paper is co-authored with Veronica Martinez and Andy Neely.Why in 2017 measuring value exchange in your ecosystems is…

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed ZakiThis webinar discusses the October 2016 paper by Mohamed Zaki, Dalia Kandeil, Andy Neely, Janet R. McColl-Kennedy ('The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'). The Net Promoter Score (NPS) is still a popular custom…

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian UrmetzerIn this Webinar Florian discusses the recent executive briefing, which looks as developing a feedback framework for employees at the frontline. Customer feedback is an invaluable source of information for organisations engaged in se…

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely. This paper focuses on building a framework to help solve a factual problem often described by the managerial staff of companies. The problem is …

March 2017 Alliance NewsletterThe March Newsletter from the Alliance is now available.  For the FULL version click here. Find out what is in this months issue of the Cambridge Service Alliance Newsletter below:•March 2017 Newsletter•2 day executive programme - Making the shift to services•Service Week 2017 - Bridging to new service technology•Andy …

Mohamed Zaki was invited as a guest speaker to deliver a session to the Manchester Business School MBA students. The session discussed the future of Data-Driven Business Models and its implication on established organizations. Furthermore, the published Case Study of Nettavisen Online Newspaper Publishing: A Transition Towards a Data-Driven Busines…

Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Community, based on research recently funded by a Marketing Science Institute (MSI), Customer Experience Initiative grant. The articl…