News

CSA Webinar - May 2025

8 May 2025

On Thursday 1st May 2025 the CSA hosted a webinar titled 'The Future of AI Agents in Service Experience'. Please find recordings of all the presentations here pic_for_linkedin.jpg

NEW Team Member to CSA

30 April 2025

We would like to introduce Katerina Loshkareva as the newest member to the Cambridge Service Alliance team. Katerina has joined us as the CSA Industrial Relationship Manager. With her experience in managing partnerships, Katerina will play a key role in strengthening the CSA relationship with our existing partners and...

Journal of Service Management - NEW Member of Editorial Team

30 April 2025

Mohamed has recently joined the editorial team for Journal of Service Management. Congratulations Mohamed! Article from JoSM (April 2025) The Journal of Service Management is pleased to announce key changes to its editorial team, with Linda Alkire (née Nasr) and Sertan Kabadayi joining us as the new Co-Editors-in-Chief...

Norwegian School of Economics (NHH)

3 April 2025

Visit to Norwegian School of Economics Mohamed has had a fantastic visit to the Norwegian School of Economics (NHH)! During this trip, he had the opportunity to: Engage with PhD students in thought-provoking discussions on the future of AI in business. D eliver a talk on "The Future of AI Agents in Boosting Sales &...

Digital and Data Day

20 March 2025

Event at Cambridge University Press & Assessment Mohamed Zaki was invited as a keynote speaker at the Digital & Data Conference Day hosted by Cambridge University Press & Assessment , where he spoke about how AI-augmented agents can transform customer experience in contact centres. His speech addressed key...

Handbook of Service Experience

26 February 2025

NOW PUBLISHED! We are proud to announce that the book ‘Handbook of Service Experience’ has now been published! Summary This prescient Handbook adopts an overarching perspective on service experiences in business contexts. Incorporating up-to-date research and empirical case studies, chapters focus on customer experience...

New Publication for Tor Andreassen

26 February 2025

Tor Andreassen has recently had a paper published in the Journal of Business Research, Volume 191. Here is an article about that paper Understanding the Business-to-Business Sharing Economy Most people are familiar with sharing economy platforms like Airbnb or Uber that serve consumers. But what happens when businesses...

New Partner

17 February 2025

Welcome to AstraZeneca We are delighted to welcome our newest member to the CSA - AstraZeneca ! Together, we’re embarking on an incredible journey to drive digital service transformation and explore cutting-edge technologies like AI and Generative AI. This partnership marks a shared vision between Cambridge Service...

Visit to IULM University

17 February 2025

February 2025 Mohamed was invited to teach at the Master in International Marketing & Sales Communication - IULM for the 6th edition While he was there he held his lessons with the title: Servitization & New Marketing Trends What did the students learn? How the new technologies such as AI, robots and virtual...

Financial Times - Roundtable

6 February 2025

It was a pleasure to be invited by HCLTech to the Financial Times Breakfast Roundtable and to co-facilitate a discussion with Murad Ahmed on the future of AI Agents in driving innovation across different services, the workplace, and customer experience. A fantastic opportunity to connect with Ian C, Qasim Ali, Apoorv...