News

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 LeadersJumpstart your journey into Artificial Intelligence (AI) & Machine Learning for Customer Contact with this intensive one-day cert…

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 SchoolThe 7th Industrial Marketing Management Summit aims to continue the tradition of fostering debate, sharing cutt…

On the occasion of his upcoming speech at CX Summit 2024, Mohamed has had an interiview published in Marketing WeekLink to the article - https://marketingweek.gr/mohamed-zaki-university-of-cambridge-i-diacheirisi-kai-metrisi-tou-cx-apaitoun-exeligmena-ergaleia-ai/?utm_source=linkedin.com&utm_medium=post&utm_campaign=linkedin_organic_postWhat are th…

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 toolkit to accelerate the adopt…

Personal touch in digital customer service: a conceptual framework of relational personalization for conversational AIJan HendrikBlümel, MohamedZaki, ThomasBohnéAbstractPurposeCustomer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer s…

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