Podcasts (Archived)
Prof Mohamed Zaki - Deputy Director of the Cambridge Service Allinace - Teh CTO Show with Mehmet Gonullu - September 2023Exploring Machine Learning Impact on Customer ExperienceWatch here: https://youtu.be/slFGCrd4Pck |
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Dr Mohamed Zaki - Deputy Director of the Cambridge Service AllianceMohamed Zaki talks about his new role as Deputy Director, of the Cambridge Service Alliance, University of Cambridge. |
The Fallacy of the Net Promoter ScoreInterview with Dr Mohamed ZakiMohamed Zaki discusses his paperwhich looks at the traditionally held measurement scores for customer loyalty and it is remodelling how in reality, customers stay loyal to a company or product. |
Exploring the Journey to ServicesInterview with Dr Veronica MartinezIn a new podcast from the Cambridge Service Alliance, Senior Researcher Veronica Martinez, talks about her new jointly authored paper: ‘Exploring the Journey to Services’. It is co-authored with Professor Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar. |
A Process for B2B PartnershipsInterview with Dr Florian UrmetzerFight tough in 2017 but also remember to chill out with your B2B partners and know what value these relationships bring to the table. Dr Florian Urmetzer, Senior Research Associate, Cambridge Service Alliance talks about his new paper: A process for B2B Partnerships: designing to deliver capabilities across companies. |
Ecosystems Value Exchange FrameworkInterview with Dr Florian UrmetzerThis podcast discusses the reasons why, in 2017, measuring value exchange in your ecosystems is a powerful analytical tool for managers. |
Service Week 2016 - Compilation Podcast of all speakers from the Industry Day ConferencePlease allow social and marketing cookies to show embedded content. Andy Neely, Brian Holliday, Per Sternqvist, Fred Jones, Veronica Martinez Compilation Podcast of all speakers from the Industry Day Conference, 'Growing Your Service Business in an Age of Digital Disruption', held on 11 October.[transcript] |
Service Week 2016 - Growing Your Service Business in an Age of Digital DisruptionInterview with Professor NeelyPlease allow social and marketing cookies to show embedded content. Andy Neely, Cambridge Service Alliance Podcast by Professor Andy Neely on this year's Service Week 2016 Industry Day Conference, held on 11 October. [transcript] |
Service Week 2016 - Design, Make and Service in a Digital World – A Siemens Perspective on Industry 4.0Interview with Brian HollidayPlease allow social and marketing cookies to show embedded content. Brian Holliday, Siemens plc A Podcast interview with Conference Speaker, Brian Holliday, Managing Director, Siemens Digital Factory, Siemens plc, on his presentation at Service Week 2016 Industry Day Conference, held on 11 October 2016. [transcript] |
Service Week 2016 - IOT and Data Intelligence: Enabling Risk Management and Service Business GrowthInterview with Per Sternqvist, Trackunit A/SPlease allow social and marketing cookies to show embedded content. Per Sternqvist, Trackunit A/S Podcast recording by Service Week 2016 Industry day Speaker - Per Stjernqvist, VP Servitization & Solutions, Trackunit A/S, held on 11 October 2016. [transcript] |
Service Week 2016 - Disruptive Service Business Models: Experiences and Lessons from UberInterview with Fred Jones, UberPlease allow social and marketing cookies to show embedded content. Fred Jones, Uber Podcast from Service Week 2016 Industry Speaker, Fred Jones, General Manager, UK Expansion, Uber, on 11 October 2016. [transcript] |
Service Week 2016 - Scaling Up Your Service BusinessInterview with Veronica MartinezPlease allow social and marketing cookies to show embedded content. Veronica Martinez, Cambridge Service Alliance Podcast from Service Week 2016 Industry Day Speaker, Dr Veronica Martinez, Cambridge Service Alliance, on 11 October 2016. [transcript] |
Switching to Services in an Age of Digital DisruptionInterview with Professor NeelyPlease allow social and marketing cookies to show embedded content. Andy Neely, Cambridge Service Alliance So what’s changing in manufacturing in 2016? The answer is quite a lot. This podcast interview with Professor Andy Neely highlights of the latest trends in the switch to services in manufacturing companies in 2016. Professor Neely answers some key questions about the Cambridge Service Alliance business partners and its recent research. [more] |
Critical incidents in complex service contracts: Safety challenges and means of preventionAuthors PodcastPlease allow social and marketing cookies to show embedded content. Chara Makri, Cambridge Service Alliance Chara Makri, a PHD student at the Cambridge Service Alliance talks about her new paper “Critical Incidents in Complex Service Contracts: Safety Challenges and means of prevention” which she co-authored with Professor Andy Neely. Makri interviewed 13 experts from servitized manufacturing companies and their partners, in roles directly linked with safety both managers and engineers. |
Harnessing the Power of Innovation on Offer in Living Labs for Your CompanyAuthors PodcastPlease allow social and marketing cookies to show embedded content. Katharina Greve and Veronica Martinez, Cambridge Service Alliance Katharina Greve and Veronica Martinez talks of their new joint research on Living Labs. The paper: ‘Facilitating co-creation in living labs: The Josephs study', is co-authored with Julia Jonas, Andy Neely and Kathrin Möslein. She looks at: • The definition of Living Labs • What we know about Living Labs already • How the study with Josephs was structured and carried out • Who participated in the study and why • When the five critical success factors to facilitate co-creation should be used • Why the key findings of the study are important for other firms • Where further research is needed |
Service in the platform context: |
Engineering Services: Unpacking Value Exchange |
Supplying Innovation: unlocking innovative behaviours in the supply chain |
Seven Critical Success Factors in the Shift to Services - |
Seven Critical Success Factors in the Shift to Services - |
Seven Critical Success Factors in the Shift to Services - Prof Andy NeelyPlease allow social and marketing cookies to show embedded content. Professor Andy Neely, Cambridge Service Alliance Andy Neely, Director of the Cambridge Service Alliance discusses the latest Executive Briefing Seven Critical Success Factors in the Shift to Services, which sets out a roadmap from start to finish of that shift to services journey. It identifies seven critical success factors (CSFs) in order to deliver services successfully and gives firms a set of key actions to do this. Senior Management teams will need to priorities and work quickly, but these seven tools can accelerate the commercialisation of their new focus on service activities but they have to be used appropriately and step by step. Prof Neely comments in the podcast, ‘Firms are thinking through how they can make the shift to services and how to reinvent themselves and make that culture change in their organisation. Firms need to be organisationally ready and they also need to be market ready so they need to address the key questions of culture and mind-set in their organisation. Understanding the readiness of the market and then creating the right culture are two critical building blocks. It is what companies are doing today to make sure they survive tomorrow. |
Creating Value Through Customer Services Industry Conference - Summary of KeynotesPlease allow social and marketing cookies to show embedded content. Andy Neely, Mohamed Zaki, Florian Urmetzer, At the Cambridge Service Alliance 2015 Industry Day Conference, "Creating Value Through Customer Services: in a world of data enabled ecosystems", we asked our three guest speakers from industry, three of our own Alliance senior researchers, and Professor Andy Neely, Director of the Alliance and head of the IfM, to give some smart tips of how to ensure you take your customers and your staff on your service offering journey. |
Creating Value Through Customer Services Industry Conference - Professor Neely CommentsPlease allow social and marketing cookies to show embedded content. Professor Andy Neely, Cambridge Service Alliance Conversation with Professor Andy Neely about this year's Industry Conference - commenting on the keynote presentations during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems' |
Creating Value Through Customer Services Conference - ABB - Internet of Things, Services and People, Enabling Next Level ServicesPlease allow social and marketing cookies to show embedded content. Christopher Ganz, ABB Conversation with Christopher Ganz, Group Service R&D Manager, ABB about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems' |
Creating Value Through Customer Services Conference - Rolls-Royce - Better Services for a Changing WorldPlease allow social and marketing cookies to show embedded content. Tom Palmer, Rolls-Royce plc Conversation with Tom Palmer, Director of Services, Rolls-Royce plc, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems' |
Creating Value Through Customer Services Conference - Zoetis - Creating Value and an Enriched Customer Experience with Services in the Pharmaceutical Animal Health IndustryPlease allow social and marketing cookies to show embedded content. Alejandro Bernal, Zoetis Conversation with Alejandro Bernal, EVP and Group President Strategy, Commercial and Business Development, Zoetis, about his keynote presentation during the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems' |
Creating Value Through Customer Services Industry Conference - Alliance Researchers discussPlease allow social and marketing cookies to show embedded content. Dr Veronica Martinez; Dr Mohamed Zaki, Dr Florian Urmetzer Conversation with researchers - Mohamed Zaki, Florian Urmetzer and Veronica Martinez, from the Cambridge Service Alliance Industry Day Conference, at Cambridge Service Week 2015 - 'Creating Value Through Customer Services: in a world of data enabled ecosystems'. |
Field Service Interview with Andy NeelyProfessor Andy Neely FieldBytes Interviews Andy Neely on Service Delivery in the Field Service Industry [Link to Interview] |
Capability-Based View of Service TransitionsPlease allow social and marketing cookies to show embedded content. Dr Ornella Benedettini Ornella Benedettini discusses the research behind the paper: “A Capability-Based View of Service Transitions”. The study set out to look at 138 companies in the aerospace and defence industry during 2013 and 2014. Surprisingly they found that firms don’t add greater value to their profit margins by loading more and more services into their product offering. |
Through-life accountability: Managing complex servicesPlease allow social and marketing cookies to show embedded content. Professor Andy Neely and Chara Makri In a globalised World where manufacturing firms are offering both products and services often partnering with others to provide so called “outcome based services”, they are also being exposed to new risks of culpability and blame. Neely and Marki’s research “Through-life accountability: Managing complex services”looks at 17 commercial aircraft accidents that occurred globally between 2006 and 2013 where together there had been 1,030 fatalities. They did not set out to attribute blame and do not do so in this paper but their findings did surprise them both. |
Why Firms Need Business Models, from electric vehicles to big data
Please allow social and marketing cookies to show embedded content. Andy Neely and Claire Weiller, Cambridge Service Alliance Andy Neely explains how “e” businesses pioneered the concept of business models which are now widely used by most firms today. “This framework of business models has really grown in interest in the past 15 years or so, firms had business models before but they didn’t use that language. Here at the CSA we look at the business to business world, where firms supply both products and services.” |
Data and Analytics - Data-Driven Business ModelsPlease allow social and marketing cookies to show embedded content. Mohamed talks about his recent research into 'Data and Analytics - Data–Driven Business Models: A Blueprint for Innovation', and discusses the integrated framework that could help stimulate an organisation to become data-driven by enabling it to construct its own Data-Driven Business Model (DDBM) in coordination with the six fundamental questions for a data-driven business. http://sms.cam.ac.uk/media/1947322 |
If Big Data is the 'new oil' for business how |
Business Models for the Electric Vehicle car marketHow a business model can shape your Companies success in new developing EV car markets Please allow social and marketing cookies to show embedded content. |
Please allow social and marketing cookies to show embedded content. 50 Great Service InnovationsInterview with Andy Neely about his presentation during the 'Future of Services in a Digital Age' Conference. Please allow social and marketing cookies to show embedded content. |
GE's Approach to Services Enabled by the Internet of ThingsInterview with Stefan Bungart during the 'Future of Services in a Digital Age' Conference. Please allow social and marketing cookies to show embedded content. |
SAP Support for Services Now and in the FutureInterview with Felix von Reischach during the 'Future of Services in a Digital Age' Conference. http://sms.cam.ac.uk/media/1948069 Please allow social and marketing cookies to show embedded content. |
Digital Content Creation in the Entertainment Industry and the Always on GenerationInterview with Ed Bainbridge during the 'Future of Services in a Digital Age' Conference. http://sms.cam.ac.uk/media/1948079 Please allow social and marketing cookies to show embedded content. |
Interview with Veronica Martinez during the 'Future of Services in a Digital Age' Conference. |
Interview with Florian Urmetzer during the 'Future of Services in a Digital Age' Conference. |
Interview with Ivanka Visnjic during the 'Future of Services in a Digital Age' Conference. |
Future Technologies Facilitating Servitization in ManufacturingWith a new wave of technologies on the horizon, such as 3D printing, self-healing materials and nanotechnologies, the Cambridge Service Alliance thought it was timely to see how, in practice, manufacturing companies were putting that technology to use, and which technologies they thought were most influential in bringing about improvement to services for their customers. Preliminary findings from the study: “Future Technologies Facilitating Servitization in Manufacturing”, suggest that for the moment it is digital technologies that are king. |
How Wearable Technology can help towards ServitizationAndy Neely discusses how the new wearable technologies can help firms make the shift to services. He argues why information gathered by wearables will have positive outcomes for firms and society more generally. |
The Futute of Services in a Digital Age - Introducing Cambridge Service Week's Industry DayAndy Neely outlines what to expect from this year's industry conference, which is being held on 30 September as part of Cambridge Service Week. |
Why SME's need to ensure they can capture value from data
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Surviving in the Higher Education Market Place with Better Business ModelsIn this special podcast the Director of the Cambridge Service Alliance, Professor Andy Neely, discusses how both public and private sector providers need to work more closely together to share standardised platforms rather than competing to provide different online courses. |
Electric Vehicle Rental Services |
How UK Manufacturing Firms Can Create a Business Model Fit for Exports in 2014In this blog post Andy Neely looks at the future for UK manufacturing firms in 2014 and the impact of services and the need for business innovation. The challenge for manufacturing companies will be to think differently about the role that their business plays and how they are going to create value from that role. A lot of that new value is going to be created by data and technology. Andy offers top tips for success in 2014 in order for UK manufacturing firms to be in a good position to capture value from their business models. |
Product Safety in a World of Services: Why the true value of UK Manufacturing Companies has been underestimated and how they will capture new markets in 2014In this podcast interview Andy Neely discusses the changes to UK manufacturing with the move to creating new revenue streams beyond products. He outlines what the challenges will be if organisations are to fully exploit the opportunities to expance and grow in 2014. Read the full article here. |
Colllaborate to Innovate: How Business Ecosystems Unleash Business Value - Executive BriefingIvanka discusses this report which looks at the business ecosystem, by comparing them to the most complex ecosystem of all - the business ecosystems of cities. |
Making the Shift to SolutionsAndy Neely, Cambridge Service Alliance |
Assets, Telematics & Solutions: |
Innovating Education - Northern Arizona UniversityAlison Brown, Associate Vice President for Academic Affairs, Northern Arizona University |
Unleashing the Ecosystem Advantage - IBMMichael Davison, Business Development Executive, Banking and Financial Markets, UK & Ireland,IBM |
Unleashing the Ecosystem Advantage - Cambridge Service AllianceIvanka Visnjic, Cambridge Service Alliance |
When Innovation Follows Promise - Why service innovation is different, and why that mattersIvanka Visnjic discusses this report on service innovation which looks at the process of service innovation in an attempt to improve the way that service and product-service providers develop new services. |
'E-Mobility Services: New Economic Models for Transport in the Digital Economy'Claire Weiller discusses her recent report on how information and communication technologies (ICT) are enabling new business models and the introduction of electric vehicles (EV). She discusses the example from the report of an electric car-leasing system currently implemented in Paris, Autolib’, which illustrates the change from traditional mobility as we know it, to mobility-as-a-service. |
Big Data Conference - Speaker DocumentaryCambridge Service Alliance brought together some of the biggest Brand names in global product and service delivery in both the private and public services recently. The “Big Data: An innovation opportunity for complex services?” One-day Conference explored the common themes big business has to grapple with as we become the recipients and generators of more and more information about ourselves, products and brands. If you are one of those people or organisations drowning in that “sea of information” our speakers told personal stories of how their businesses were responding to those challenges. Boni Sones reports. |
'Exploiting Big Data for Competitive Advantage'Lars Chr. Christensen, Vice President, Wind & Site Competence Centre, Vestas |
'Big Data - Changing the Game, Enabling a New Approach to Service'Matt McNeill, EMEA Lead, Business Solutions, Google |
'The rise of cognitive computing: implicaitons for Big Data and complex services'
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'Building the Service Business at Caterpillar: A Capability Perspective'Craig Olmstead, Job Site Solutions, CAT Global Mining |
'New Developments in the Cambridge Service Alliance: Business Models and Performance Measurement'Andy Neely, Director, Cambridge Service Alliance |
'Public Service Reform and Innovation: What Role for Data?'Will Cavendish, Executive Director, Implementation Group, Cabinet Office |
'Challenges of Selling Services'Podcast interview with Andy Neely on The Challenges of Selling Services during a global recession' |
Customer Experience as a Key Driver of ValuePlease allow social and marketing cookies to show embedded content. Professor Chris Voss, London Business School Professor Voss explains his recent research, which looked at how to design Customer Experience. He studied seven companies that design customer experience and talks about some of the key principals found in this design process, such as viewing customer experience as a customer journey; the importance of people and roles in the process; managing customers and the emotional contagion aspect; the physical design elements; and the importance of back-office processes. He also discusses the importance of putting the customer at the heart of the service offering as well as his views on the importance of innovation in process, product and business models. |
Challenges surrounding the provision of total service solutionsPlease allow social and marketing cookies to show embedded content. Professor Arnoud De Meyer of the Cambridge Judge Business School The world of services is growing and with this expansion services are becoming more complex. Firms now seek to offer total service solutions to help meet customers' increasingly complex demands. This poses a question of how service offerings can be scaled to provide the increasingly complex solutions required by the telecommunications and engineering sectors and, with bundled solutions becoming more common, it is rare that a single company alone can meet the demands of the client. In this podcast Professor Arnoud De Meyer of the Cambridge Judge Business School discusses these challenges and the need for collaborative service innovation. |
Staying Power: Six Enduring Principles for Managing Strategy and Innovation in an Uncertain WorldPlease allow social and marketing cookies to show embedded content. Professor Michael Cusumano of the MIT Sloan School of Management In this podcast Professor Michael Cusumano discusses his new book, Staying Power: Six Enduring Principles for Managing Strategy and Innovation in an Uncertain World. The book seeks to examine how businesses can adapt to rapid technological changes and still prosper. Based on more than 30 years of research Prof Cusumano looks at why product based firms should take the software industry as inspiration in generating fresh revenues from services. Software firms draw around two thirds of its revenues from services, but traditionally product-based manufacturers have seen this area as a cost rather than profit centre. Prof Cusumano argues that manufacturers should be exploring new business models in service and investing in service research and innovation in order to assure long-term survival. |
In this podcast Andy Neely discussed the need for SMEs to build capabilities to understand and analyse all forms of data in this fast changing inter-connected world. He outlines that SMEs need to focus on three things: exploring their options with data and ask what does data allow them to do that they can't currently do; think through who their partners are, as alliances will beecome central to their success; and lastly, ask where the value in the data sites for them and how they capture that value as an SME.