News

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…

Tor Andreassen who is a collaborator here with us in the CSA has had a publication published in the Journal of Service Research.Congratulations Tor!

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…

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

Mohamed Zaki was invited to speak at KPMG UK Insight Live.Many thanks Linda Ellett, for the invitation and for facilitating such an important discussion on how AI will shape our customer experience.He was joined on the panel with members from Octopus Energy, IHG Hotels & Resorts and First Direct.Find the highlights here: https://lnkd.in/eQ8h-dge 

It is great to see theCXDigital Twinspaper published today - the first to introduce the concept of digital twins toCX Management.Mohamed Zaki has 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 B…

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…

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…

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…

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…

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…

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…

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…

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

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…