News

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…

Welcome to AstraZenecaWe 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 Alliance and AstraZeneca to colla…

February 2025Mohamed was invited to teach at the Master in International Marketing & Sales Communication - IULM for the 6th editionWhile he was there he held his lessons with the title:Servitization & New Marketing TrendsWhat did the students learn?How the new technologies such as AI, robots and virtual reality and the new business models are chang…

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 Kashyap, Rajesh Gupta and Paul V…

Date: 30th January 2025Mohamed was invited to a BBC Innovation Day, collaborating with our partners HCL Tech, to explore the future of AI and Gen AI in designing innovative products, services, and personalised content. It was an insightful day filled with engaging discussions and presentations alongside industry executives on how LLMs and AI agent…

Exclusive Webinar: AI Applications in Service ExperienceMohamed Zaki will be giving a an exclusive webinar in collaboration with GoLearning powered bu e& UAE.Discover how AI is transforming customer service, marketing, and sales and learn AI-driven strategies to enhance customer experiences, optimize business performance, and drive growth in today'…

Mohamed Zaki was invitied to The Department of Industrial Engineering and Economics (IEE) at Institute of Science Tokyo (Science Tokyo) 東京科学大学 to give a special seminar on AI Applications in Service Experience.The session provided valuable insights for both faculty members and students, showcasing the transformative potential of AI in reshaping ser…

Mohamed Zaki was invited to teach Digital Services and Data-Driven Customer Experiece Transformation to an outstanding MBA cohort from diverse industries in JapanThis was including members from Amazon and Pivotal at the Japan Advanced Institute of Science and Technology (JAIST), Japan.Many thanks to Professor Kunio Shirahada for the invitation! Gre…

Our PhD student Helen Zhao attended the ICIS – The International Conference on Information Systems which has just taken place in Bangkok.She presented her own presentation with the title "Optimizing Service Experience Design with Generative AI".Helen has said that "It was a rewarding experience having received valuable feedback from other researche…

Event Date: Tuesday 15th October 2024Cambridge Service Alliance Industry Day: AI meets exceptional customer serviceAI is disrupting how organizations can better deliver service to customers and users, but the true value is still on the horizonCambridge Service Alliance (CSA) hosted its Industry Day last week. As a partner of the research organizati…

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…