News

Enhancing Customer Service Experience with Personalized Conversational AI Agents

5 June 2023

A New Framework for Designing and Assessing Conversational AI Agents In today's competitive business landscape, creating a pleasant customer experience (CX) is crucial for organizations aiming to gain a competitive advantage. As customer behavior continues to evolve due to factors like the Covid-19 pandemic and...

AIRSI2023 - The Metaverse Conference

22 May 2023

Date: Tuesday 16th May 2023 Jan H. Blumel presented parts of his PhD research at #AIRSI2023 , uncovering the impact of conversation styles on customer service experiences and providing a personal touch. In a world where digitisation and reduced human contact are reshaping customer service, personalising interactions has...

ISSIP (International Society of Service Innovation) Ambassador Panel: Improving the Sustainability of Service Systems: Current Issues and Challenges

15 May 2023

Mohamed Zaki presented "Can Digital Technologies help address some of the sustainability of service systems Challanges?" at the ISSIP Ambassador event help on 3rd May 2023. Summary “Sustainability has become a pressing concern for organizations worldwide, and integrating digital, physical, and social systems can play a...

Mitsubishi Heavy Ltd Industries Visit - November 2022

15 November 2022

Prof Mohamed Zaki was invited by the Mitsubishi Heavy Industries to run the Digital Service and Customer Experience workshop with the Research & Innovation Center team. Thanks for the invitation, hospitality and the great discussions about the future of the next generations of services in asset heavy Industry.

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.

2020 Annual Review

23 October 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

24 July 2020

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.

Blog | Has COVID-19 Invented the 10X Supply Chain?

6 July 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.