News

Mohamed Zaki was invited to be a guest speaker by Janet McColl-Kennedy, Fiona Willer and Emma Bailie at the University of Queensland, UQ Business School in July 2024.He spoke about how we can leverage Large Language Models and Generative AI to advance Service Research.Advancing Service Research Using Large Language ModelsOutlineA discussion took pl…

Congratulations to Jan Blümel who passed his PhD VIVA on 27th May with only minor corrections. The topic of his PhD was “personalising customer experience in customer service”.Jan was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisors Prof David Stillwell and Dr Thomas Bohne.  He was assessed by Prof Alexandr…

12th May 2024 - 14th May 2024The Universidad Carlos III de Madrid hosted  a thought leadership event in Madrid, where Mohamed Zaki and other Senior Academics discussed the future of AI to tackle ageing and societal challenges. The workshop featured a series of inspirational lectures and collaborative group sessions aimed at addressing critical issu…

On 15th and 16th April 2024, we were delighted to host an event for the Digital Innovation for Growth team from the Norwegian School of Economics (NHH).As this event the Cambridge Service Alliance Industrial Partners and DIG Partners came together and disscussed the future of AI in Service Industries.With input and discussions from our partners we …

Mohamed Zaki was invited by HCLTech to be a speaker at a breakfast session in partnership with the Financial Times Tech Forum on 29th February 2024.How AI can help businesses predict customer loyaltyTraditional methods of tracking customer sentiments often miss important emotional responses. Surveys like Net Promoter Score lack depth and can't capt…

A paper has been published on 11th February 2024 in the 'International Journal of Consumer Studies'Mobile Applications (apps) as service provider actorsAbstractContextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and h…

Mohamed Zaki gave a talk titled 'How AI can help firms to gain customer experience insights that matter' at this years CX SummitHow AI can help firms to gain customer experience insights that matterThe most common methods of tracking customer experience has a big blind spot: they cannot pick up on important emotional responses. As a result, qualita…

Mohamed Zaki facilited a workshop titled 'Fundamentals of AI for Customer Contact Leaders' at this years 'Customer Contact Week' which was held in Austin during January 2024.Fundamentals of AI for Customer Contact LeadersJumpstart your journey into Artificial Intelligence (AI) & Machine Learning for Customer Contact with this intensive one-day cert…

Mohamed Zaki  was a keynote speaker at the industrial marketing management (IMM) Summit at Leads Business School, speaking about AI and the future marketing landscape.Date: Tuesday 9 January 2024 Location: Leeds University Business SchoolThe 7th Industrial Marketing Management Summit aims to continue the tradition of fostering debate, sharing cutt…

On the occasion of his upcoming speech at CX Summit 2024, Mohamed has had an interiview published in Marketing WeekLink to the article - https://marketingweek.gr/mohamed-zaki-university-of-cambridge-i-diacheirisi-kai-metrisi-tou-cx-apaitoun-exeligmena-ergaleia-ai/?utm_source=linkedin.com&utm_medium=post&utm_campaign=linkedin_organic_postWhat are th…

Mohamed Zaki will serve as an expert member in the manufacturing working group of the UK Telecoms Innovation Network (UKTIN), an initiative supported by the UK government's Department of Science and Innovation. He, along with other industry members, academics and policymakers, will lead the development of an adoption toolkit to accelerate the adopt…

Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AIJan HendrikBlümel, MohamedZaki, ThomasBohnéAbstractPurposeCustomer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer s…

In part two of the conversation with MyCustomer, Professor Mohamed Zaki from the University of Cambridge delves into CX design, personalisation and digital capabilities by Sabine Groven.In a conversation with MyCustomer, Professor Mohamed Zaki, the deputy director of Cambridge Service Alliance and course leader of Data-Driven Design for Customer Ex…

In an interview (part 1) with MyCustomer, Professor Mohamed Zaki shares insights on the intricacies of CX design, delving into the challenges organisations face and what's needed to succeed by Sabine GrovenLink to Interview can be found here.

Gautam Jha and Mohamed Zaki presented their paper on customer experience centric transformation in business to business (B2B) at the QUIS18, 18th International research symposium on service excellence in management at VinUniversity, Hanoi, Vietnam.The paper identifies the characteristics of an evolving phenomenon of customer experience centricity i…