News

Connecting the Digital, Physical and SocialNew technologies and new business models have already changed the way organisations interact with their customers. In the not too distant future, developments such as AI, robots and virtual reality will be a completely normal part of the customer experience. However, these new ways of engaging with custome…

Congratulations to Mohamed Zaki, Professor Janet McColl-Kennedy and co-authors for receiving the 2018 Robert Johnston Award of the Journal of Service ManagementThe Journal of Service Management is delighted to announce this year’s award winners. Please join us to congratulate the CSA researchers Dr Mohamed Zaki and Professor Janet McColl-Kennedy fo…

In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing. In this webinar, Luisa presents the Alliance February 2019 paper on High-Value Manufacturing. The paper studies the internal mechanisms that allow organisations to become High-Value Manufacturing (HVM). Using a qualitative methodology, thre…

High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. ShawThis paper studies the internal mechanisms that allow organisations to become High Value Manufacturing (HVM). Using a qualitative methodology, three UK manufacturing companies form…

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping. As manufacturing-firm strategies move from product-centric towards those in which a higher degree of service is associated with the product a company’s bus…

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'As manufacturing-firm strategies move from product-centric towards those in which a higher degree of service is associated with the product a company’s business ecosystem ‒ the collaborative network needed to build value for the customer ‒ often …

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network EnsemblesIn this webinar, Tim Pearce presents the Alliance December 2018 paper on Bayesian Neural Network Ensembles. Ensembles of neural networks (NN) have long been used to estimate predictive uncertainty; a small number of NNs are trained from different initialisations and…

December 2018 Paper on 'Bayesian Neural Network Ensembles' December 2018 Paper on 'Bayesian Neural Network Ensembles' by Tim Pearce, Mohamed Zaki and Andy NeelyEnsembles of neural networks (NN) have long been used to estimate predictive uncertainty; a small number of NNs are trained from different initialisations and sometimes on differing versions…

Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav BisessarIn this webinar, Veronica Martinez presents the Alliance November paper on Digital Twins. The rise of the digital technologies such as digital twins, the internet of things (Industry 4.0), augm…

Welcome to the December 2018 edition of the Cambridge Service Alliance NewsletterFind out what the Cambridge Service Alliance have been doing and how you can get involved.Click to view the newsletterSign up here to receive this

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service ResearchContextualized in postpurchase consumption in business-to-business settings, the authors contribute to customer experience (CX) management theory and pr…

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav BisessarThe rise of the digital technologies such as digital twins, the internet of things (Industry 4.0), augmented reality, machine learning among others, provide new platforms and aven…

In this webinar, Katharina Greve presents the Alliance September Paper on Co-Creation in Practice.In this webinar, Katharina Greve presents the Alliance September paper on Co-Creation in Practice. Living labs (LLs) have emerged as a popular way to support the development of new competencies and sustain competitive advantage by involving users in th…

New EPSRC Doctoral Studentship Opportunity on Digital technology in the service design and lifecycle with Rolls RoyceThe objective of this doctoral project is to create a living digital twin of an aerospace engine to monitor the engine in-use and understand the effects on conceptual design and users' behaviours (including end-uses).Dr Veronica Mart…

There are many reasons why great manufacturing innovations that should have succeeded end up on the scrap heap. Dr Florian Urmetzer explains that an often-overlooked but very common reason is failure to see the blind spots in your business ecosystem. The term ‘innovate or die’ is now a mantra for business. But sometimes innovating without fully…