Skip to main content
University of Cambridge
Cambridge Service Alliance

Cambridge Service Alliance

  • Home
  • About Us
  • News
  • Contact Us

CSA Team

  • CSA Team overview
  • Current Team
  • Collaborators

Research

  • Research overview
  • Design
  • Deliver

Strategise

  • Strategise overview
  • Digital Service Transformation with AI Adoption

Previous Research (Archive)

  • Previous Research (Archive) overview
  • Making the Shift to Services
  • Ecosystems Value Mapping and Analysis
  • Data-Driven Business Models
  • Designing Deploying and Enhancing Services
  • Service and Support Engineering
  • Service Performance and Information
  • 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

Partnerships

  • Partnerships overview
  • Become a partner
  • Current Members

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
  • Academic Outreach

Books

  • Books overview
  • Data-Driven Customer Experience Transformation

Podcast Series - NEW 2026

  • Podcast Series - NEW 2026 overview
  • Episode One - March 2026
  • Episode Two - May 2026
  • Episode Three - June 2026
  • Episode Four - June 2026
  • Episode Five - July 2026

Reports

  • Reports overview
  • Annual Review 2022

Resources (Archive)

  • Resources (Archive) overview
  • Podcasts (Archived)
  • Videos

Events

  • Events overview
  • Academic Thought Leadership Event - 2024
  • Webinars (Archive)

Industry/Partner Day 2025

  • Industry/Partner Day 2025 overview

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 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
  • The Future of AI-Enabled Service - Apr 2026
  • Abhi Presenation
  • Abhi Presenation
  • 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 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
  • 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 overview
  • Target Group
  • Goal/s
  • Outcome/s
  • Course Content
  • Programme Format/Schedule

Insights

  • Insights overview
  • 7 Reasons Why Inconsistent Customer Experiences Cost Brands More Than You Think
  • A machine learning approach to quality control
  • Are Service Providers Ready for a Future with Personal AI-Agents?
  • Connecting the Digital, Physical and Social
  • Designing Generative AI Deployments for Success
  • 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?

QUIS20

  • QUIS20 overview
  • QUIS20 Agenda/Programme
  • QUIS20 Doctoral Consortium
  • QUIS20 Registration

QUIS20 Submission Information

  • QUIS20 Submission Information overview
  • QUIS20 Call For Papers
  • QUIS20 Submissions
  • QUIS20 Awards

QUIS20 Contacts

  • QUIS20 Contacts overview
  • QUIS20 Academic Steering Committee
  • QUIS20 Conference Co-Chairs
  • QUIS20 Organising Committee

QUIS20 Venue

  • QUIS20 Venue overview
  • QUIS20 Suggested Accommodation

UK Service Research Network

  • UK Service Research Network overview
  • Members
  • Home
  • About Us
  • CSA Team

    CSA Team

    CSA Team overview
    • Current Team
    • Collaborators
  • Research

    Research

    Research overview
    • Strategise
    • Design
    • Deliver
    • Previous Research (Archive)
  • Partnerships

    Partnerships

    Partnerships overview
    • Become a partner
    • Consultancy Projects
    • Current Members
  • Resources

    Resources

    Resources overview
    • Academic Outreach
    • Books
    • Podcast Series - NEW 2026
    • Reports
    • Resources (Archive)
  • Events

    Events

    Events overview
    • Academic Thought Leadership Event - 2024
    • Industry/Partner Day 2025
    • Industry Day Overview
    • Webinars
    • Webinars (Archive)
  • Executive Education

    Executive Education

    Executive Education overview
    • 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
    • Are Service Providers Ready for a Future with Personal AI-Agents?
    • Connecting the Digital, Physical and Social
    • Designing Generative AI Deployments for Success
    • 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
  • News
  • Contact Us
  • QUIS20

    QUIS20

    QUIS20 overview
    • QUIS20 Submission Information
    • QUIS20 Agenda/Programme
    • QUIS20 Contacts
    • QUIS20 Doctoral Consortium
    • QUIS20 Registration
    • QUIS20 Venue
  • UK Service Research Network

    UK Service Research Network

    UK Service Research Network overview
    • Members
    • Home
    • About Us
    • CSA Team
    • Research
    • Partnerships
    • Resources
    • Events
    • Executive Education
    • Insights
    • News
    • Contact Us
    • QUIS20
    • UK Service Research Network
  1. Home
  2. Resources
  4. Downloads
  5. Do You Know What Your Customers Really Think About You?

Resources

  • Resources overview
  • Academic Outreach
  • Books
  • Podcast Series - NEW 2026
  • Reports
  • Resources (Archive)

Do you know what your customers really think about you?

Customeranalytics.pdf (239.13 KB)

Cambridge Service Alliance

Contact Information

Institute of Manufacturing University of Cambridge 17 Charles Babbage Road, Cambridge CB3 0FS
csa-admin@eng.cam.ac.uk
N/A

University of Cambridge

Logo © 2026 University of Cambridge
Privacy policy Accessibility Freedom of information Modern slavery Terms and conditions