News

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-Driven Design for Customer Ex…

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 GrovenLink to Interview can be found here.

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 customer experience centricity i…

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 research symposiums, acade…

In May 2023, one of our researchers, Jan Blümel, participated in the IfM Generative AI Competition. It was an opportunity for students and early career researchers to showcase their best use cases/ workflows of generative AI in academic research. Participants delivered 90-second presentations to the audience and panel of two judges from the Departm…

A New Framework for Designing and Assessing Conversational AI AgentsIn today's competitive business landscape, creating a pleasant customer experience (CX) is crucial for organizations aiming to gain a competitive advantage. As customer behavior continues to evolve due to factors like the Covid-19 pandemic and advancements in artificial intelligenc…

Date: Tuesday 16th May 2023Jan H. Blumel presented parts of his PhD research at #AIRSI2023, uncovering the impact of conversation styles on customer service experiences and providing a personal touch.In a world where digitisation and reduced human contact are reshaping customer service, personalising interactions has become increasingly challenging…

Mohamed Zaki presented "Can Digital Technologies help address some of the sustainability of service systems Challanges?" at the ISSIP Ambassador event help on 3rd May 2023.Summary“Sustainability has become a pressing concern for organizations worldwide, and integrating digital, physical, and social systems can play a pivotal role in addressing the …

Prof Mohamed Zaki was invited by the  Mitsubishi Heavy Industriesto run the Digital Serviceand Customer Experienceworkshop with the Research& InnovationCenter team. Thanks for the invitation, hospitality and the great discussions about the future of the next generations of servicesin asset heavyIndustry.

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies, Caterpillar Inc., Perkins Engines Company Limited and CEMEX.Press release

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.SummaryThe most common methods of tracking customer sentiments has a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Pr…

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle. COVID-19 has disrupted every aspect of our lives. Our impressive line-up of speakers shared their fascinating experiences of, and refle…

Read about our latest research in our tenth anniversary Annual Review.In our new Annual Review you can read about our latest research, including:A practical, cross-functional approach to driving digital transformation through business model innovationHow digital twins could be the way that B2B firms are finally able to emulate the success of the pl…

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.However, the advent of big data analytics giv…

Surendra Kancherla, Principal Architect - Digital Technologies, at CSA partner, HCL, says that COVID-19 is forcing firms to look afresh at their supply chain capabilities. The global crisis has exposed serious supply chain deficiencies. Kancherla says businesses should see this as an opportunity to start thinking about their supply chains as a stra…