News

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.

2020 Annual Review

23 October 2020

Read about our latest research in our tenth anniversary Annual Review.

Managing customer experience through a systematic approach to data analytics

24 July 2020

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.

Blog | Has COVID-19 Invented the 10X Supply Chain?

6 July 2020

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities.

Insight | Business model innovation for digital twins in the construction sector

19 May 2020

At the Cambridge Service Alliance's most recent Community of Interest, Dr Erika Pärn considered the development of digital twins in the construction sector: the challenges it faces and whether android operating systems could provide a useful roadmap for business model innovation.

Mirror, mirror on the wall - who is the most successful of them all?

12 May 2020

David Díaz, Assistant Professor at the University of Chile and Visitor at the Cambridge Service Alliance has been using machine learning to uncover bias in the way we respond to the shape of people’s faces.

Inside neural networks

12 May 2020

Cambridge Service Alliance doctoral student, Tim Pearce, explains how his work is contributing to advances in neural networks and how they are starting to help organisations make better decisions.

Generate revenue from digital platforms

12 May 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.

Bouygues Construction joins the Cambridge Service Alliance

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

Industry Day 2020 | What we learnt

2020 Annual Review

Managing customer experience through a systematic approach to data analytics

Blog | Has COVID-19 Invented the 10X Supply Chain?

Insight | Business model innovation for digital twins in the construction sector

Mirror, mirror on the wall - who is the most successful of them all?

Inside neural networks

Generate revenue from digital platforms

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