Cambridge Service Alliance
This is a working paper by Ruth Bolton, Anders Gustafsson, Janet McColl-Kennedy, Nancy Sirianni, David Tse. This paper argues that service organisations have focused too much on their core service performance and too little on designing the customer journey that enhances the entire customer...
A unique global alliance between the University of Cambridge and some of the world’s leading businesses.
Help organisations to address the challenges they will face in the next three to five years, through rigorous research, practical tools, insights and education programmes.
Learn how other innovative organisations are developing new services through our events
Since its inception in 2010 industrial partners have included BAE Systems, Caterpillar, GEA, IBM, Pearson, Zoetis, CEMEX, HCLTech and Bouygues
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