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Welcome to the December 2018 edition of the Cambridge Service Alliance NewsletterFind out what the Cambridge Service Alliance have been doing and how you can get involved.Click to view the newsletterSign up here to receive this

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service ResearchContextualized in postpurchase consumption in business-to-business settings, the authors contribute to customer experience (CX) management theory and pr…

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav BisessarThe rise of the digital technologies such as digital twins, the internet of things (Industry 4.0), augmented reality, machine learning among others, provide new platforms and aven…

In this webinar, Katharina Greve presents the Alliance September Paper on Co-Creation in Practice.In this webinar, Katharina Greve presents the Alliance September paper on Co-Creation in Practice. Living labs (LLs) have emerged as a popular way to support the development of new competencies and sustain competitive advantage by involving users in th…

New EPSRC Doctoral Studentship Opportunity on Digital technology in the service design and lifecycle with Rolls RoyceThe objective of this doctoral project is to create a living digital twin of an aerospace engine to monitor the engine in-use and understand the effects on conceptual design and users' behaviours (including end-uses).Dr Veronica Mart…

There are many reasons why great manufacturing innovations that should have succeeded end up on the scrap heap. Dr Florian Urmetzer explains that an often-overlooked but very common reason is failure to see the blind spots in your business ecosystem. The term ‘innovate or die’ is now a mantra for business. But sometimes innovating without fully…

9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, ProceedingsCongratulation to Gerhard Satzger, Lia Patrício, Mohamed Zaki and Niklas Kühl for their book "Exploring Service Science" that has been published recently. In this book, the authors collected the peer-reviewed papers of IESS 2018, organised on September 19…

Return to Rationality, how does Blockchain Empower Traditional Industry? – A case of Everledger’s application in the diamond industryXia Han co-authored an article titled “Return to Rationality, how does Blockchain Empower Traditional Industry? – A case of Everledger’s application in the diamond industry” on Tsinghua Business Review. Tsinghua Busin…

Blockchain Prototype: Scope and Analysis for CEMEXOn the 22nd October 2018, Azeneth Ferrero-Russell and her CEMEX Service teams worked together with Dr. Veronica Martinez on the “Blockchain Prototype: Scope and Analysis for CEMEX”.The presentations and discussion took place at the CEMEX Innovation Lab in Prague Czech Republic. Alejandro Cruz, Sandr…

October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin LucasIn this working paper, Mohamed Zaki and Benjamin Lucas show why the complex, intertwined nature of customer experience (CX) necessitates a data-driven analytics approach, but also why conceptual CX frameworks should be t…

In this webinar, Myrna Flores presented the Alliance April paper on how hackathons can accelerate corporate innovation.Growing their popularity amongst entrepreneurial individuals as well as larger organisations, hackathons provide a means to accelerate innovation. Hackathons are a scouting-ground for new talent, a test-bed for ‘crazy’ ideas, a pla…

September paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy Neely. September paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy NeelyLiving labs (LLs) have emerged as a popular way to support the development of new competencies and sust…

September paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy NeelySeptember paper on 'Co-Creation in Practice: Objectives and Outcomes' by Katharina Greve, Veronica Martinez and Andy NeelyLiving labs (LLs) have emerged as a popular way to support the development of new competencies and sustain…

Research project 'the impact of digital twins on the product development process' led by Veronica MartinezDr Veronica Martinez presented the results of her research on 'The Impact of Digital Twins on Product Development Process' at Rolls Royce, Bristol. For more information on this research project, please contact Veronica Martinez.

Veronica delivered a presentation and a workshop at the 'Land of Innovation Forum' in Canacintra, Mexico. Dr Veronica Martinez presented at the 'Land of Innovation Forum her research entitled 'Building Smart Services with Blockchain'. She also delivered a workshop entitled 'Crafting services from products'. The event took place from the 4th to the…