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Cambridge Service Alliance

Cambridge Service Alliance

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CSA Team

CSA Team overview Current Team

Collaborators

Collaborators overview Esma Nafiye Polat

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 Research Partnerships Resources Events Executive Education Insights News Contact Us QUIS20 UK Service Research Network
Home About Us CSA Team Research Partnerships Resources Events Executive Education Insights News Contact Us QUIS20 UK Service Research Network

CSA Team

CSA Team overview
    Current Team Collaborators

Research

Research overview
    Strategise Design Deliver Previous Research (Archive)

Partnerships

Partnerships overview
    Become a partner Consultancy Projects Current Members

Resources

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

Events

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

Executive Education

Executive Education overview
    Data-Driven Design for Customer Experience (CX) AI-Powered Leadership: Unlocking Business Value with AI Strategy

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

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 overview
    Members
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  5. Monthly Papers
  6. 2016 October Paper _ Net Promotor Score

Resources

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

2016 October Paper _ Net Promotor Score

2016OctoberPaper_FallacyoftheNetPromoterScore.pdf (1.13 MB)

Cambridge Service Alliance

Contact Information

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Email:csa-admin@eng.cam.ac.uk
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