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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

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
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  • 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

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  5. Digital Twins and Business Model Innovation

Resources

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  • Books
  • Podcast Series - NEW 2026
  • Reports
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Digital twins and business model innovation

digitaltwins.pdf (117.13 KB)

Cambridge Service Alliance

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