News

Shaping the Future of Service Management - PhD ForumDate of Event: Monday 23rd and Tuesday 24th September 2024The Cambridge Service Alliance (CSA) hosted a two-day event titled ‘Shaping the Future of Service Management’.  This was a PhD Forum in collaboration with Journal of Service Management.This event was hosted and facilitated by Prof Mohamed Z…

“Congratulations to Gautam Jha who passed his PhD VIVA on 20th September with only minor corrections. The topic of his PhD was “Achieving excellence in managing customer experience: An exploration of smaller details that make a difference”. Gautam was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisor Chander…

Dates: 9th - 12th July 2024Connecting Worlds SummitThis event was lead by Professor Janet McColl-Kennedy and Associate Professor Christoph Breidbach from the Service Innovation Alliance (SIA) based at the University of Queensland, Australia.The SIA is an interdisciplinary research hub comprised of 31 faculties across five of the Business School’s d…

Mohamed Zaki was invited to be a guest speaker by Janet McColl-Kennedy, Fiona Willer and Emma Bailie at the University of Queensland, UQ Business School in July 2024.He spoke about how we can leverage Large Language Models and Generative AI to advance Service Research.Advancing Service Research Using Large Language ModelsOutlineA discussion took pl…

Congratulations to Jan Blümel who passed his PhD VIVA on 27th May with only minor corrections. The topic of his PhD was “personalising customer experience in customer service”.Jan was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisors Prof David Stillwell and Dr Thomas Bohne.  He was assessed by Prof Alexandr…

12th May 2024 - 14th May 2024The Universidad Carlos III de Madrid hosted  a thought leadership event in Madrid, where Mohamed Zaki and other Senior Academics discussed the future of AI to tackle ageing and societal challenges. The workshop featured a series of inspirational lectures and collaborative group sessions aimed at addressing critical issu…

On 15th and 16th April 2024, we were delighted to host an event for the Digital Innovation for Growth team from the Norwegian School of Economics (NHH).As this event the Cambridge Service Alliance Industrial Partners and DIG Partners came together and disscussed the future of AI in Service Industries.With input and discussions from our partners we …

Mohamed Zaki was invited by HCLTech to be a speaker at a breakfast session in partnership with the Financial Times Tech Forum on 29th February 2024.How AI can help businesses predict customer loyaltyTraditional methods of tracking customer sentiments often miss important emotional responses. Surveys like Net Promoter Score lack depth and can't capt…

A paper has been published on 11th February 2024 in the 'International Journal of Consumer Studies'Mobile Applications (apps) as service provider actorsAbstractContextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and h…

Mohamed Zaki gave a talk titled 'How AI can help firms to gain customer experience insights that matter' at this years CX SummitHow AI can help firms to gain customer experience insights that matterThe most common methods of tracking customer experience has a big blind spot: they cannot pick up on important emotional responses. As a result, qualita…

Mohamed Zaki facilited a workshop titled 'Fundamentals of AI for Customer Contact Leaders' at this years 'Customer Contact Week' which was held in Austin during January 2024.Fundamentals of AI for Customer Contact LeadersJumpstart your journey into Artificial Intelligence (AI) & Machine Learning for Customer Contact with this intensive one-day cert…

Mohamed Zaki  was a keynote speaker at the industrial marketing management (IMM) Summit at Leads Business School, speaking about AI and the future marketing landscape.Date: Tuesday 9 January 2024 Location: Leeds University Business SchoolThe 7th Industrial Marketing Management Summit aims to continue the tradition of fostering debate, sharing cutt…

On the occasion of his upcoming speech at CX Summit 2024, Mohamed has had an interiview published in Marketing WeekLink to the article - https://marketingweek.gr/mohamed-zaki-university-of-cambridge-i-diacheirisi-kai-metrisi-tou-cx-apaitoun-exeligmena-ergaleia-ai/?utm_source=linkedin.com&utm_medium=post&utm_campaign=linkedin_organic_postWhat are th…

Mohamed Zaki will serve as an expert member in the manufacturing working group of the UK Telecoms Innovation Network (UKTIN), an initiative supported by the UK government's Department of Science and Innovation. He, along with other industry members, academics and policymakers, will lead the development of an adoption toolkit to accelerate the adopt…

Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AIJan HendrikBlümel, MohamedZaki, ThomasBohnéAbstractPurposeCustomer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer s…