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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Quarterly Newsletter

The Alliance publishes quarterly newsletters, with updates on all its activities as well as details of upcoming events etc.  

You can sign up to receive the newsletter here.

News items

Find out what the Alliance has been working on:

Guest speaker on Data-Driven Business Model

Guest speaker on Data-Driven Business Model

Mohamed Zaki was invited as a guest speaker to deliver a session to the Manchester Business School MBA students.

Guest speaker on Data-Driven Business Model - Read More…

Podcasts from Growing your Service Business in An age of Digital Disruption

Podcasts from Growing your Service Business in An age of Digital Disruption

In a new series of podcasts from the Cambridge Service Alliance key speakers discuss their presentations from our one-day conference in October 2016 on ‘Growing your service business in an age of digital disruption’.

Podcasts from Growing your Service Business in An age of Digital Disruption - Read More…

IET Award for Professor Andy Neely

IET Award for Professor Andy Neely

Andy Neely has been awarded the Viscount Nuffield Silver Medal for Services to Manufacturing by the IET (Institute of Engineering and Technology) Achievement Medal.

IET Award for Professor Andy Neely - Read More…

CITEK16 conference

CITEK16 conference

Florian Urmetzer presents his research at the CITEK16 conference.

CITEK16 conference - Read More…

Guest Article - Data-Driven Text Mining for CX Analytics in Services

Guest Article - Data-Driven Text Mining for CX Analytics in Services

Mohamed Zaki and Benjamin Lucas have written a guest article for the ServSig Group on 'Data-Driven Text Mining for CX Analytics in Services'

Guest Article - Data-Driven Text Mining for CX Analytics in Services - Read More…

Webinar - Critical Incidents in Complex Services

Webinar - Critical Incidents in Complex Services

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

Webinar - Critical Incidents in Complex Services - Read More…

Podcast on Critical Incidents in Complex Service Contracts

Podcast on Critical Incidents in Complex Service Contracts

Podcast from Chara Makri on 'Critical incidents in complex service contracts: Safety challenges and means of prevention'

Podcast on Critical Incidents in Complex Service Contracts - Read More…

Feedback from the Frontline: Engaging front-line employees in service innovation

Feedback from the Frontline: Engaging front-line employees in service innovation

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely

Feedback from the Frontline: Engaging front-line employees in service innovation - Read More…

Webinar - Enterprise KPIs - Andy Neely

Webinar - Enterprise KPIs - Andy Neely

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely

Webinar - Enterprise KPIs - Andy Neely - Read More…

September 2016 Newsletter

September 2016 Newsletter

The September 2016 edition of the Cambridge Service Alliance Newsletter.

September 2016 Newsletter - Read More…

Customer Experience Analytics - Marketing Science Institute Award

Customer Experience Analytics - Marketing Science Institute Award

Award made to Mohamed Zaki and Ben Lucas from the Marketing Science Institute for customer experience analytics.

Customer Experience Analytics - Marketing Science Institute Award - Read More…

Webinar - Service in the platform context

Webinar - Service in the platform context

July Webinar on 'Service in the Platform Context: A review of the state of the art' by Xia Han

Webinar - Service in the platform context - Read More…

Caterpillar hosts Community of Interest Meeting

Caterpillar hosts Community of Interest Meeting

The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA

Caterpillar hosts Community of Interest Meeting - Read More…

Podcast - Service in the platform context: a review of the state of the art

Podcast - Service in the platform context: a review of the state of the art

Calling a cab has never been easier, but launching a service platform business presents many challenges. In this podcast, Xia Han talks about his paper “Service in the platform context: a review of the state of the art”.

Podcast - Service in the platform context: a review of the state of the art - Read More…

Service in the Platform Context

Service in the Platform Context

June paper on 'Service in the Platform Context: A review of the state of the art' by Xia Han, Veronica Martinez and Andy Neely

Service in the Platform Context - Read More…

June 2016 Newsletter

June 2016 Newsletter

The June 2016 Release of the Alliance Newsletter

June 2016 Newsletter - Read More…

Florian Presents at ITEC 2016

Florian Presents at ITEC 2016

Florian Urmetzer presented at ITEC 2016 on 'Value and Innovation in Ecosystems'

Florian Presents at ITEC 2016 - Read More…

Facilitating co-creation in living labs: The JOSEPHS study

Facilitating co-creation in living labs: The JOSEPHS study

May paper on 'Facilitating co-creation in living labs: The JOSEPHS study', by Katharina Greve, Veronica Martinez, Julia Jonas, Andy Neely and Kathrin Möslein

Facilitating co-creation in living labs: The JOSEPHS study - Read More…

Upcoming Webinar for Policy Makers

Upcoming Webinar for Policy Makers

Invite for Policy Makers to attend a Webinar on 'Facilitating Co-creating in Living Labs: The JOSEPHS study'. 1 July 2016 at 11.00.

Upcoming Webinar for Policy Makers - Read More…

Podcast - More Services More Value for Manufacturing Firms

Podcast - More Services More Value for Manufacturing Firms

In a new podcast Dr Florian Urmetzer explains how value is defined in modern manufacturing processes and why more and more firms are providing services alongside traditional product offerings but how they in turn need to be more in tune with their customer’s needs.

Podcast - More Services More Value for Manufacturing Firms - Read More…

2016 POMS CSO Mini-Conference

2016 POMS CSO Mini-Conference

Details and Material from the 2016 POMS College of Service Operations Mini Conference, organised by Ornella Benedettini and Liana Victorino.

2016 POMS CSO Mini-Conference - Read More…

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