News

Dr. Veronica Martinez gave a keynote speech on the 18th July in the AHFE- The Human Side of Service Engineering Conference at CA, US.Veronica presented 'Scaling Services Up: A Critical Success Factor in Servitization'. The co-authors of this research are Prof. Andy Neely, Dr. Pavel Albores and Karolis Siksnius from the Cambridge Service Alliance, R…

The Special Interest Group SIG Round Table 'The Service Engineering in the era of Industry 4.0' at University of Bergamo in Bergamo, ItalyMohamed Zaki was invited to participate in the SIG Round Table held last 1st June, to discuss The Service Engineering in the era of Industry 4.0. the SIG in Service Engineering of IFIP WG 5.7 is organised a camer…

Annual Frontiers Conference at Fordham University’s Gabelli School of Business. The conference will take place on June 22 to June 25, 2017 in New York City.Mohamed Zaki presented his paper with Andy Neely “Customer Experience Analytics: Dynamic Customer-Centric Model”This paper proposes systematic multi-methods using big data and cognitive computin…

Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics', held in Thessaloniki, Greece on 24-26 July 2017Mohamed Zaki invited to be one of the organizing committee members of '19th IEEE Conference on Business Informatics'. He acted as a workshop chair. IEEE CBI is a well-established confer…

Katharina Greve presented a study “Bridging the Co-creation Gap between Co-creators, Companies and Living lab” (Authors: Katharina Greve, Veronica Martinez, Andy Neely) at the 24th EurOMA conference in Edinburgh, Scotland.The study explores and analyses factors that are critical to the facilitation of co-creation in living labs by integrating findi…

A new research grant has been awarded by the Marketing Science Institute (MSI) for their project titled “DeepKeep: Customer Attrition Prevention with Artificial Intelligence”. Mohamed Zaki (Deputy Director of the Cambridge Service Alliance) and Benjamin Lucas (Assistant Professor at Maastricht University) have been awarded a research grant by the M…

Chara Makri attended the 24th EurOMA Conference in Edinburgh to participate in the doctoral seminar and present her paper at the main conference. Chara Makri attended the 24th EurOMA Conference in Edinburgh to participate in the doctoral seminar and present her paper at the main conference. During the seminar, PhD students from around the world, pr…

Ornella Benedettini and Andy Neely receive the Chris Voss Highly Commended Paper Award at EurOMA 2017Ornella Benedettini and Andy Neely received a “Chris Voss Highly Commended Paper Award” from the European Operations Management Association (EurOMA) and the International Journal of Operations & Production Management (JOPM). The award was for the pa…

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge.Dr Zaki, explains how the Alliance has grown and by building upon its collaborations with industry it has produced some of the most trusted management tools and frameworks in …

July Paper by Chara Makri, on Barriers and Facilitators to Incident Reporting in Servitized Manufacturers.Barriers and Facilitators to Incident Reporting in Servitized Manufacturers Chara Makri and Andy NeelyIn April 2010, an oil rig owned by Transocean and operated on behalf of BP, exploded in the Gulf of Mexico, resulting in 11 deaths and 17 inju…

In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, talks about his new paper 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.In a new podcast from the Cambridge Service Alliance, Dr Mohamed Zaki, Deputy Director, Cambridge Service Alliance, University of Cambridge, talks about his new paper 'The Fallac…

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian UrmetzerFlorian Urmetzer discusses the April Paper from the Cambridge Service Alliance, on 'Business Ecosystems: Towards a Classification Model'. Practitioners will find paper contributes to understanding B2B relationships in business ecosystems by offering a classificatio…

A new award from the Marketing Science Institute for a project on customer attrition prevention with artificial intelligence, by Dr Mohamed Zaki and Dr. Benjamin LucasMohamed Zaki (Deputy Director of the Cambridge Service Alliance) and Benjamin Lucas (Assistant Professor at Maastricht University) have been awarded a research grant by the Marketing …

Marketing Week Article by Mohamed Zaki, 12 June 2017, on Customer Satisfaction Scores.In this recent article, published by Marketing Week, Dr Mohamed Zaki discussed the issue around using customer satisfaction scores, such as NPS.‘Customer satisfaction scores cover all manner of sins’Customer satisfaction scores such as NPS hide your brand’s proble…

June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander VeluBusiness models are complex activity systems that summarises the architecture and logic of a business, and defines the organisation’s value proposition and its approach to value creation and cap…