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Exclusive Webinar: AI Applications in Service ExperienceMohamed Zaki will be giving a an exclusive webinar in collaboration with GoLearning powered bu e& UAE.Discover how AI is transforming customer service, marketing, and sales and learn AI-driven strategies to enhance customer experiences, optimize business performance, and drive growth in today'…

Mohamed Zaki was invitied to The Department of Industrial Engineering and Economics (IEE) at Institute of Science Tokyo (Science Tokyo) 東京科学大学 to give a special seminar on AI Applications in Service Experience.The session provided valuable insights for both faculty members and students, showcasing the transformative potential of AI in reshaping ser…

Mohamed Zaki was invited to teach Digital Services and Data-Driven Customer Experiece Transformation to an outstanding MBA cohort from diverse industries in JapanThis was including members from Amazon and Pivotal at the Japan Advanced Institute of Science and Technology (JAIST), Japan.Many thanks to Professor Kunio Shirahada for the invitation! Gre…

Our PhD student Helen Zhao attended the ICIS – The International Conference on Information Systems which has just taken place in Bangkok.She presented her own presentation with the title "Optimizing Service Experience Design with Generative AI".Helen has said that "It was a rewarding experience having received valuable feedback from other researche…

Event Date: Tuesday 15th October 2024Cambridge Service Alliance Industry Day: AI meets exceptional customer serviceAI is disrupting how organizations can better deliver service to customers and users, but the true value is still on the horizonCambridge Service Alliance (CSA) hosted its Industry Day last week. As a partner of the research organizati…

Shaping the Future of Service Management - PhD ForumDate of Event: Monday 23rd and Tuesday 24th September 2024The Cambridge Service Alliance (CSA) hosted a two-day event titled ‘Shaping the Future of Service Management’.  This was a PhD Forum in collaboration with Journal of Service Management.This event was hosted and facilitated by Prof Mohamed Z…

“Congratulations to Gautam Jha who passed his PhD VIVA on 20th September with only minor corrections. The topic of his PhD was “Achieving excellence in managing customer experience: An exploration of smaller details that make a difference”. Gautam was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisor Chander…

Dates: 9th - 12th July 2024Connecting Worlds SummitThis event was lead by Professor Janet McColl-Kennedy and Associate Professor Christoph Breidbach from the Service Innovation Alliance (SIA) based at the University of Queensland, Australia.The SIA is an interdisciplinary research hub comprised of 31 faculties across five of the Business School’s d…

Mohamed Zaki was invited to be a guest speaker by Janet McColl-Kennedy, Fiona Willer and Emma Bailie at the University of Queensland, UQ Business School in July 2024.He spoke about how we can leverage Large Language Models and Generative AI to advance Service Research.Advancing Service Research Using Large Language ModelsOutlineA discussion took pl…

Congratulations to Jan Blümel who passed his PhD VIVA on 27th May with only minor corrections. The topic of his PhD was “personalising customer experience in customer service”.Jan was supervised by Mohamed Zaki in the Cambridge Service Alliance (CSA) along with his advisors Prof David Stillwell and Dr Thomas Bohne.  He was assessed by Prof Alexandr…

12th May 2024 - 14th May 2024The Universidad Carlos III de Madrid hosted  a thought leadership event in Madrid, where Mohamed Zaki and other Senior Academics discussed the future of AI to tackle ageing and societal challenges. The workshop featured a series of inspirational lectures and collaborative group sessions aimed at addressing critical issu…

On 15th and 16th April 2024, we were delighted to host an event for the Digital Innovation for Growth team from the Norwegian School of Economics (NHH).As this event the Cambridge Service Alliance Industrial Partners and DIG Partners came together and disscussed the future of AI in Service Industries.With input and discussions from our partners we …

Mohamed Zaki was invited by HCLTech to be a speaker at a breakfast session in partnership with the Financial Times Tech Forum on 29th February 2024.How AI can help businesses predict customer loyaltyTraditional methods of tracking customer sentiments often miss important emotional responses. Surveys like Net Promoter Score lack depth and can't capt…

A paper has been published on 11th February 2024 in the 'International Journal of Consumer Studies'Mobile Applications (apps) as service provider actorsAbstractContextualized in health care service, the authors contribute to service experience theory and practice in three important ways. First, by means of qualitative interviews with patients and h…

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