News

The October 2016 paper by Mohamed Zakie, Dalia Kandeil, Andy Neely and Janet McColl-Kennedy, on 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'. The Net Promoter Score (NPS) is still a popular customer loyalty measurement despite recent studies arguing that customer loyalty is multidimensional. Therefore, firms require…

Evening Standard Article by Anthony Hilton - following Servcie Week 2016 Industry Day ConferenceEvening Standar Column - Anthony Hilton: The UK is suffering because politicians don’t get techThe world’s biggest taxi company, Uber, does not own any taxis. The world’s biggest retailer, Alibaba, does not own any shops. The world’s biggest media compan…

Florian Urmetzer presents his research at the CITEK16 conference.Florian Urmetzer was invited by President Fox of Mexico and his wife Martha to talk about his research at CITEK16 conference. The CITEK is one of the largest conferences on technology and innovation in Central America, bringing together over one thousand participants from industry and…

The Cambridge Service Alliance Annual Report for 2015The Annual Report for 2015 is now available to download. The report contains details of Alliance activities during 2015, as well as information on how the Alliance has created impact from its research.

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara MakriIn this Webinar Chara discusses the recent paper from the Alliance on Critical Incidents in Complex Service Contracts: safety challenges and means of prevention. About the paper: "Increased competition, extended product life-cycles and th…

Executive Briefing on aircraft service supply chains, by Alexandra Brintrup, Duncan McFarlane, Damith Ranasinghe, Tomas Sanchez Lopez and Kenneth Owens. Executive SummaryImagine if a complex supply chain could organise and manage itself with comparatively little human intervention. Take the aircraft service supply chain, for example. What if the pa…

Case Study on 'E-Mobility Services - new economic models for transport in the digital economy', by Claire WeillerThis report explores the case of electric mobility (e-mobility) services offered in the greater Paris area, where electric cars are available for short-term leasing to any member of the public with a subscription. Among the many emerging…

Latest Executive Briefing, on 'Engineering Asset Management: Issues and Challenges. Conclusions of the 2012 Cambridge Service Week workshop on the future of Asset Management. In September 2012, the Cambridge Service Alliance brought together leading Asset Management practitioners as part of the annual Cambridge Service Week. The group identified so…

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy NeelyCustomer feedback is an invaluable source of information for organisations engaged in service innovation and improvement. In most service organisations there are employees that deal with customers on a …

Research Grants Target CX Article by Marketing Science Institute.In an article by the Marketing Science Institute they explain the thinking behind their first round of funding of 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.One of the eleven projects identified for funding is c…

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy NeelyOften service contracts involve multiple different organisations working together, pool their skills, resources and capabilities. A challenge this poses is how do you measure the performance of the network of organisations involved in delivering the s…

Highlights of the latest trends in the switch to services in manufacturing companies in 2016So what’s changing in manufacturing in 2016? The answer is quite a lot.Whether you are working on the shop floor or have a seat in the boardroom attention to detail and planning ahead matters in today’s modern manufacturing company. To stay competitive you w…

The September 2016 edition of the Cambridge Service Alliance Newsletter.The September 2016 edition of the Alliance Newsletter is now available.  The articles below are included in this edition, or click here to view the whole newsletter.In this Issue•September 2016 Newsletter•Industry Event - Growing your Services Business in an age of digital disr…

Invited talk to BMW Summer School on 'Car as a Service' by Florian Urmetzer.Florian Urmetzer was invited by BMW to speak at their summer school on 'Car as a Service'. He talked about service ecosystems and offered insights into how to understand the direct and indirect value exchanged by B2B partners and introduced the Cambridge Service Alliance to…

The July Community of Interest Meeting, hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USAThe two day July Community of Interest meeting was kindly hosted by Caterpillar in the Edwards Demo & Learning Center, Peoria, USA. The overall topic focused on updates from the Cambridge Service Alliance research work streams, which cove…