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CSA Team
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Strategise
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Digital Service Transformation with AI Adoption
Previous Research (Archive)
Previous Research (Archive) overview
Making the Shift to Services
Data and Analytics for Services
Ecosystems Value Mapping and Analysis
Business Models for Complex Services
Data-Driven Business Models
Designing Deploying and Enhancing Services
Service and Support Engineering
Service Performance and Information
Associated Research
Definitions of Service-Related Terms
Personal Touch in Conversational AI
Transforming Primary Healthcare Service Delivery
Data and Analytics for Services
Data and Analytics for Services overview
Moments of Truth in Services: AI-Neuro-marketing Perspective
Customer Experience Management Using Data Analytics
Cognitive Computing to Enhance Services
Service Consumer's Exeperience Analytics
Business Models for Complex Services
Business Models for Complex Services overview
Urban Ecosystems
Service Business Model Capability Assessment
Innovation in Energy Services: New Business Models for Electric Vehicles
Associated Research
Associated Research overview
Ecosystems Evolution Enabled by Technology
Performance Based Contracts
Transforming Public Services with Open Service Platforms
Consulting
Consulting overview
Become a partner
Consultancy Projects
Consultancy Projects
Consultancy Projects overview
1. AI Platform to Track, Flag and Predict your At-Risk Customers- In Real Time
2. Multimodal AI model to predict customer engagement
3. Service Business Model: A Capability Assessment
4. Enterprise level KPI for complex Services
7. Turn Customer Experience Management (CXM) into a Competitive Advantage
Resources
Resources overview
Videos
Podcasts
Annual report
Books
Resources (Archive)
Academic Outreach
Annual report
Annual report overview
Annual Review 2022
Books
Books overview
Data-Driven Customer Experience Transformation
Events
Events overview
Academic Thought Leadership Event - 2024
Industry/Partner Day 2025
Industry Day Overview
Webinars
Webinars (Archive)
Industry/Partner Day 2025
Industry/Partner Day 2025 overview
PhD Forum - Sep24
PhD Forum - Sep24
PhD Forum - Sep24 overview
Academic Panel 1
Academic Panel 2
Industry Day Overview
Industry Day Overview overview
Industry Day 2022
Industry Day 2021
Industry Day 2020
Service Week 2019
SW2018_PostersBooklet.pdf
Service Week 2018
Service Week 2017
Service Week 2016
Service Week 2015
CSA Industry Day Conference 2019
Service Week 2017
Service Week 2017 overview
Industry Day Flyer with Programme
Academic Booklet
Martin Fleming IBM Keynote Slides
Sean Perry Evans Keynote Slides
Ye Meng Keynote Slides
Ye Meng Keynote Slides
Martin Fleming IBM Keynote Slides
Sean Perry Evans Presentation
CMuellerTranscript
YeMengTranscript
MFlemingTranscript
SPerryEvansTranscript
MZakiTranscript
SummaryPodcast
MohamedKeynote
2017 Poster Booklet
Service Week 2016
Service Week 2016 overview
Compilation Podcast Transcript
Brian Holliday
Per Sternqvist
Fred Jones
Veronica Martinez
PosterBooklet
Academic Conf Abstracts
PosterB2BPartnershipsFU.pdf
2016 Poster service week VM
Service Week 2015
Service Week 2015 overview
Creating Value Through Customer Services - Conference
2015 Industry Day Conference - Creating Customer Value - Industry Day Conference
CSA Industry Day Conference 2019
CSA Industry Day Conference 2019 overview
Workshop discussion sessions
Digital strategies with a customer-centric mindset - Interview with Ashish Kumar Gupta, HCL Technologies
Webinars
Webinars overview
Masterclass - Agentic AI Applications in Service Experience - Feb 2026
The AI Adoption in Digital Service Transormation: How Startups Innovate, Enterprises Scale and Research Reveals - Jan 2026
The Future of AI Agents in Service Experience - Sep 2025
The Future of AI Agents in Service Experinece - May 2025
The Future of Digital Service Transformation - June 2024
Generative AI Workshop - March 2024
The Future of AI Agents in Service Experience - Sep 2025
The Future of AI Agents in Service Experience - Sep 2025 overview
Balaji Ramalingam, Astra Zeneca
Dr. Mansoor Samavatian, HCLTech
Meghna Krishna, Magnifi
Vinod Singh, Concirrus
Matthäus Wilga, CSA
The Future of AI Agents in Service Experinece - May 2025
The Future of AI Agents in Service Experinece - May 2025 overview
Key Notes - Abhimanyu Kanwar
Key Notes - Stuart McCann
Key Notes - Ulas Malli
Key Notes - Vaibhav Panchal (Vebz)
Executive Education
Executive Education overview
Online Course: Data-Driven Design for Customer Experience (CX)
AI-Powered Leadership: Unlocking Business Value with AI Strategy
AI-Powered Leadership: Unlocking Business Value with AI Strategy
AI-Powered Leadership: Unlocking Business Value with AI Strategy overview
Target Group
Goal/s
Outcome/s
Course Content
Programme Format/Schedule
Insights
Insights overview
Insights Overview - List
7 Reasons Why Inconsistent Customer Experiences Cost Brands More Than You Think
A machine learning approach to quality control
Connecting the Digital, Physical and Social
Digital twins: driving business model innovation
Handbook of Service Experience - Book Chapter - Jan H. Blümel & Mohamed Zaki
Handbook of Service Experience - Book Chapter - Unveiling the Future of Service Experience: A Look at a Fast Good Digital Transformation Journey
Part of the team: the role of digital technologies at the frontline of service delivery
Perceiving Innovation: Unveiling the Impact on Market Performance
The Future of Digital Services and Platforms
Understanding business models in the construction sector
Maintaining service delivery in troubled times
Digital twins: the road to business model transformation
Putting customer experience at the heart of business-to-business marketing
The personal touch: using AI to help digital ‘agents’ deliver better customer service
Making business model innovation happen: the Business Model Cohesiveness Scorecard
Insights Overview - List
Insights Overview - List overview
Customer Experience: How Can Firms Use AI to Predict Share of Wallet?
Home
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Previous Research (Archive)
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Become a partner
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Videos
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Annual report
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Resources (Archive)
Academic Outreach
Events
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Events overview
Academic Thought Leadership Event - 2024
Industry/Partner Day 2025
Industry Day Overview
Webinars
Webinars (Archive)
Executive Education
Executive Education
Executive Education overview
Online Course: Data-Driven Design for Customer Experience (CX)
AI-Powered Leadership: Unlocking Business Value with AI Strategy
Insights
Insights
Insights overview
Insights Overview - List
7 Reasons Why Inconsistent Customer Experiences Cost Brands More Than You Think
A machine learning approach to quality control
Connecting the Digital, Physical and Social
Digital twins: driving business model innovation
Handbook of Service Experience - Book Chapter - Jan H. Blümel & Mohamed Zaki
Handbook of Service Experience - Book Chapter - Unveiling the Future of Service Experience: A Look at a Fast Good Digital Transformation Journey
Part of the team: the role of digital technologies at the frontline of service delivery
Perceiving Innovation: Unveiling the Impact on Market Performance
The Future of Digital Services and Platforms
Understanding business models in the construction sector
Maintaining service delivery in troubled times
Digital twins: the road to business model transformation
Putting customer experience at the heart of business-to-business marketing
The personal touch: using AI to help digital ‘agents’ deliver better customer service
Making business model innovation happen: the Business Model Cohesiveness Scorecard
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