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Customer Experience in the Digital AgeDr Mohamed Zaki explains why firms need to understand the physical, digital and social dimensions of their services if they are to deliver satisfying customer experiences. |
Add a service dimension to your businessDr Veronica Martinez explains that UK manufacturing companies often cannot compete on price alone, while product differentiation is getting more difficult and expensive. Services are the key to creating a more diversified business and to building stronger customer relationships, she argues. Servitization, or the ‘shift to services’, is one of three key streams of activity for CSA, along with ecosystem value mapping and data analysis. Veronica suggests that in future, the interaction of systems, processes and technology will provide a route to ‘total solutions’ for customers. Examples mentioned are miniaturisation to drive connectivity of services, and mass personalisation. |
How Can Big Data Create Value?Dr Mohamed Zaki describes recent research from the Cambridge Service Alliance into:
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What is the future of servitization?Many manufacturing firms are choosing to adopt or partly introduce a service-based model to create new and longer-term revenue streams.
But how will servitization evolve in the future and how will it affect businesses and consumers? Andy Neely, Head of the Cambridge Service Alliance, explains what servitization is and what opportunities it will create for manufacturers in the future.
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Cambridge Service Alliance - The Challenge of Selling ServicesAndy Neely discussed the move to selling solutions, with Della Bradshaw from the FT
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Cambridge Service Alliance - The Future of Complex ServicesIntroduction to the Cambridge Service Alliance |
KT BoxKT Box - The Toolbox for Improving Service Operations |
Innovation in Service Business ModelsMichael Davidson, IBM in discussion with Ivanka Visnjic, University of Cambridge |
Cambridge Service Alliance - The Challenge of Selling ServicesCambridge Service Alliance Introductory Video. |
