2 Feb 2026
AI-Powered Leadership: Unlocking Business Value with AI Strategy Programme
Dates: 26th - 30th January 2026Last week the Cambridge Service Alliance had the pleasure to host a course titled 'AI-Powered Leadership: Unlocking Business Value with AI Strategy Programme' along with both iVolution AI and Stirling Centre for Strategic Learning and InnovationThe Cambridge Executive Education Series equips senior MENA leaders with p…
2 Feb 2026
NEW PUBLICATION - Feb 2026
What Can Service Research Contribute to Better Understanding B2B?We are delighted to share that Mohamed Zaki and colleagues have had an article published in the Journal of Business Research!Title: “What Can Service Research Contribute to Better Understanding B2B?”He worked with Anders Gustafsson, Janet McColl-Kennedy, and Lars Witell in managing th…
18 Dec 2025
Festive Message 2025
Dear All
As we near the end of 2025, the Cambridge Service Alliance would like to send our warmest holiday wishes to you and your loved ones.Thank you for being such an important part of our journey this year, we are truly grateful for the opportunity to collaborate with you.
May this festive season be filled with joy and well-deserved moments of…
16 Dec 2025
New Journal Publication - Matthäus Wilga
We are thrilled to share that Matthäus Wilga, a valued collaborator with the Cambridge Service Alliance, has had their work published in the Journal of Service Management. Congratulations on this achievement!Find the journal at this link
4 Dec 2025
NEW PUBLICATION
It is great to see theCXDigital Twinspaper published today - the first to introduce the concept of digital twins toCX Management.Mohamed Zakihas worked on this paper with ProfessorTor Wallin Andreassen(Norwegian School of Economics (NHH),Janet McColl-Kennedy,Dr Len Coote, DrEdgar Brea, DrFiona Willer, AdvAPD, FHEA, GAICD, PhD, andJoel Andrade(UQ Bu…
3 Dec 2025
Cambridge Service Alliance Reflect on 2025
Today, members and some of our collaborators of the Cambridge Service Alliance came together to reflect on both individual and team research progress over the past year. We also discussed future plans to help shape our roadmap for 2026 and beyond.Throughout the session, colleagues shared key findings, emerging ideas, new frameworks, and reflections…
20 Nov 2025
CSA Industry/Partner Day 2025
The Cambridge Service Alliance and the Service Research Center (CTF) co-hosted an acaedmic event in Sweden at the Karlstad University.This bought together partners from both centres to discuss the future of AI and Agentic Transformation in their industries.At this event we had talks/discussions from:Ranjoy Nag from HCLTechAI and Agentics in Mobilit…
17 Nov 2025
Guest Lecutre - Linköping University
Mohamed Zaki was invited to Linköping University where he had the pleasure of giving a guest lecture.His talk was about how AI can help firms enhance their market competitiveness and predict their share of wallet by leveraging customer signals to differentiate their service experience.It was a great opportunity to connect with academics and PhD res…
12 Nov 2025
KPMG Annual Report - The Shift to Agentic Customer Experience
We are thrilled to see this year’s KPMG UK Customer Experience Excellence Report titled “The Shift to Agentic Customer Experience”.This is a milestone moment for how organisations are re-configuring CX through intelligent, autonomous, and empathetic AI systems.The report features many great cases and insights that can inspire firms to accelerate th…
20 Oct 2025
Centrica’s Data AI Community Day Annual Conference
It was a real pleasure to take part in Centrica’s Data AI Community Day Annual Conference and deliver a keynote speech on “Using Data and Agentic AI to Transform Customer Experience” The event brought together more than 400 practitioners attending both in person and online. It was great to see the impressive AI initiatives happening across the orga…
23 Sep 2025
7th International Technology Transformation Conference - China
Mohamed Zaki has had the pleasure to visit Shandong University in Qingdao, China and deliver a keynote speech at the 7th International Technology Transformation Conference, alongside esteemed academics from around the world.His keynote addressed Agentic AI for Organisational Transformation: From Possibilities to Practical Adoption, drawing on insig…
14 Aug 2025
NEW PUBLICATION
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…
11 Aug 2025
1K Followers on Linkedin
We have hit 1,000 followers on LinkedinA huge THANK YOU to everyone who has helped us reach this milestone!Please visit our page here
22 Jul 2025
Researchers Honoured with Highly Commended Paper Award at Frontiers 2025 Conference
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…
16 Jul 2025
Visit to University of Chile
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…