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Read more at: CX Summit

CX Summit

30 January 2024

Mohamed Zaki gave a talk titled 'How AI can help firms to gain customer experience insights that matter' at this years CX Summit How AI can help firms to gain customer experience insights that matter The most common methods of tracking customer experience has a big blind spot: they cannot pick up on important emotional...

Read more at: Customer Contact Week 2024 - Austin

Customer Contact Week 2024 - Austin

25 January 2024

Mohamed Zaki facilited a workshop titled 'Fundamentals of AI for Customer Contact Leaders' at this years 'Customer Contact Week' which was held in Austin during January 2024. Fundamentals of AI for Customer Contact Leaders Jumpstart your journey into Artificial Intelligence (AI) & Machine Learning for Customer Contact...

Read more at: Industrial Marketing Management Summit

Industrial Marketing Management Summit

23 January 2024

Mohamed Zaki was a keynote speaker at the industrial marketing management (IMM) Summit at Leads Business School, speaking about AI and the future marketing landscape. Date: Tuesday 9 January 2024 Location: Leeds University Business School The 7th Industrial Marketing Management Summit aims to continue the tradition of...

Read more at: Marketing Week Magazine

Marketing Week Magazine

16 January 2024

On the occasion of his upcoming speech at CX Summit 2024 , Mohamed has had an interiview published in Marketing Week Link to the article - https://marketingweek.gr/mohamed-zaki-university-of-cambridge-i-diacheir... What are the current trends in the CX sector? The current trends in the Customer Experience (CX) sector are...

Read more at: NEW member of the manufacturing working group of the UK Telecoms Innovation Network

NEW member of the manufacturing working group of the UK Telecoms Innovation Network

5 December 2023

Mohamed Zaki will serve as an expert member in the manufacturing working group of the UK Telecoms Innovation Network (UKTIN), an initiative supported by the UK government's Department of Science and Innovation. He, along with other industry members, academics and policymakers, will lead the development of an adoption...

Read more at: **Article Accepted for Publication**

**Article Accepted for Publication**

19 October 2023

Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AI Jan Hendrik Blümel , Mohamed Zaki , Thomas Bohné Abstract Purpose Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this...

Read more at: Professor Mohamed Zaki on CX design: Personalisation and Digital Capabilities (Part 2 of 2)

Professor Mohamed Zaki on CX design: Personalisation and Digital Capabilities (Part 2 of 2)

2 August 2023

In part two of the conversation with MyCustomer , Professor Mohamed Zaki from the University of Cambridge delves into CX design, personalisation and digital capabilities by Sabine Groven. In a conversation with MyCustomer, Professor Mohamed Zaki, the deputy director of Cambridge Service Alliance and course leader of Data-...

Read more at: PODCAST - Professor Mohamed Zaki on the Key Challenges of CX Design (Part 1 of 2)

PODCAST - Professor Mohamed Zaki on the Key Challenges of CX Design (Part 1 of 2)

2 August 2023

In an interview (part 1) with MyCustomer , Professor Mohamed Zaki shares insights on the intricacies of CX design, delving into the challenges organisations face and what's needed to succeed by Sabine Groven Link to Interview can be found here .

Read more at: Paper Presentation - QUIS18

Paper Presentation - QUIS18

27 June 2023

Gautam Jha and Mohamed Zaki presented their paper on customer experience centric transformation in business to business (B2B) at the QUIS18, 18th International research symposium on service excellence in management at VinUniversity, Hanoi, Vietnam. The paper identifies the characteristics of an evolving phenomenon of...

Read more at: Mohamed Zaki becomes a honorary Research Fellow a at INTI International University in Malaysia

Mohamed Zaki becomes a honorary Research Fellow a at INTI International University in Malaysia

19 June 2023

Mohamed Zaki will serve as an honorary Research Fellow and visiting professor at INTI International University in Malaysia. This position will span a duration of three years, during which Mohamed will contribute to a range of INTI university activities. As a research fellow, he will engage in enriching experiences such as...

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