News

AI as a change agent in an aging society: towards the sustainable behaviour of service organizations and customersThere has been a NEW publication published in the Journal of Service Management titled as above.This is a wonderful collaboration involving Lars Witell, Allard Van Riel, Hannah Snyder and CSA's very own Mohamed Zaki.Explore how AI and A…

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We’re proud to share that Mohamed Zaki has received the Highly Commended Paper Award at the prestigious Frontiers 2025 Conference for the paper "Personal Touch in Digital Customer Service: A Conceptual Framework of Relational Personalization for Conversational AI" published in the Journal of Service Theory and Practice.Mohamed Zaki would like to sh…

Mohamed Zaki Shared Expertise on Data-Driven Customer Experience at Universidad de Chile...Mohamed Zaki recently visited the Universidad de Chile, Faculty of Economics and Business to teach a session on "Data-Driven Customer Experience Transformation" to MBA students.  The visit was part of the XXVII FEN International Postgraduate Week which brough…

Mohamed Zaki and Janet McColl-Kennedy presented their paper at the 2025 Naples Forum on Service held in Sorrentol, Italy."Digital Transformation in Primary Health Care Service: Co-creating a digitaltech-humanness approach to care across actor groups in the service ecosystem" The paper is coauthored with Janet McColl-Kennedy, Emma J Baillie, Fiona W…

We at the Cambridge Service Alliance are excited and proud to announce that Mohamed Zaki received the Bo Edvardsson Industry Impact in Services Award at QUIS19 this year.A HUGE thank you to the nomination committee for recognising his work. What made the moment even more special, was receiving the award from Bo Edvardsson himself, alongside Rohit V…

Mohamed Zaki was invited as a keynote speaker at the AI Tomorrow Summit 2025 by the Artificial Intelligence Policies Association (AIPA), where he presented his recent work on how AI agents can be leveraged to personalise customer experiences and drive sales growth. Mohamed has said that "It was a privilege to speak alongside esteemed leaders and ex…

Data - Driven Customer Experience TransformationWe are delighted to announce that after almost two years of writing and refining - Mohamed's new book has been published!Announcement from MohamedThis book is the culmination of my research and professional journey - working closely with a wide range of global organisations and brands to explore how t…

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

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 supporting efforts to secure new…

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. Under the new structure, JOSM w…

Visit to Norwegian School of EconomicsMohamed 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.Deliver a talk on "The Future of AI Agents in Boosting Sales & Offering Personalised Experiences" to …

Event at Cambridge University Press & AssessmentMohamed 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 industry challenges, including the lack of p…

NOW PUBLISHED!We are proud to announce that the book ‘Handbook of Service Experience’ has now been published!SummaryThis 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 design, innovation and manageme…

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