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Cambridge Service Alliance

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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

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 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
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
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
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
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 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
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
About Us
CSA Team
CSA Team
CSA Team overview
- Current Team
- Collaborators
Research
Research
Research overview
Consulting
Consulting
Consulting overview
- Become a partner
- Consultancy Projects
Resources
Resources
Resources overview
Events
Events
Events overview
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
News
Contact Us
- Home
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- CSA Team
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- Resources
- Events
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Resources

Resources overview
Videos
Podcasts
Annual report
Books
Resources (Archive)
Academic Outreach

Unlocking the secrets of customer loyalty

customerloyalty.pdf (309.58 KB)

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

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 CEMEX, GEA, IBM, Pearson, Zoetis, HCLTech, AstraZeneca, Bouygues UK among others.

Cambridge Service Alliance

Contact Information

Institute of Manufacturing University of Cambridge 17 Charles Babbage Road, Cambridge CB3 0FS

csa-admin@eng.cam.ac.uk

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University of Cambridge

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