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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Webinars

Cambridge Service Alliance Webinar Series

The Alliance holds monthly Webinars for members of partner organisations to participate in. The presentations from the Webinars are available for download following the event. The list of previous and upcoming Webinars is listed below:

Latest Webinar

Watch this webinar introduction to the Shift to Services programme.

2017FebWebinarImageIntrotoS2S


9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki.

In this webinar, Christoph Peters discusses his work on Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models. In a world where artificial intelligence (AI) and other high-tech, digital services are on their way to disrupt the industries, the human side of things (still) matter. Person-orientation, user-centricity and customer orientation are key to every customer’s experience and corresponding customer journeys. As new technologies such as AI provide great opportunities, companies try to leverage these potentials. Still, the use and smooth integration of such AI services as part of new or existing services and corresponding customer journeys is neither understood nor straightforward. While we know that seamless customers’ journeys that span several channels are important, research on how firms can best manage and (re-) configure their customers’ journeys in a flexible manner is still unclear. At the same time complexity of customer journeys as well as the speed with which both technology such as AI applications and consumer behavior are changing is increasing. Companies react to this with trying to implement more agile organizational structures as well as more flexible service provision and customer journeys. But this needed flexibility can hardly be realized with current service provision structures. Instead, this paper suggests modular service structures that allow for a “plug & play” capability of service modules within customer journeys. By doing so, flexible service provision configurations and customer journeys can be realized, thereby also laying the basis for new business models. The paper contributes by introducing the concept of modular service structures as a basis for managing the customers’ journeys and by presenting five archetypical customer journey configurations.

Webinar I Presentation


Upcoming Webinars 

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services by Christoph Peters & Mohamed Zaki


 

Previous Webinars

2018

9 July 2018 - Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models - by Christoph Peters and Mohamed Zaki

11 June 2018 - High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach - by Tim Pearce, Mohamed Zaki, Alexandra Brintrup, Andy Neely

14 May 2018 -A Service Network Perspective to Evaluate Service Matching in Early Design- by Federico Barravecchia, Fiorenzo Franceschini, Luca Mastrogiacomo

9 April 2018 - Contextually Defined Postural Markers Reveal Who’s in Charge: Evidence from Small Teams Collected with Wearable Sensors by Julius Dietzel, R. Elena Francu, Benjamin Lucas, and Mohamed Zaki

12 March 2018 - Does buyers’ dependence translate into financial performance? An empirical analysis of manufacturer-service provider relationships - Ornella Benedettini

12 February 2018 -  Digital Business Transformation and Strategy: What do we know so far? - Mariam Helmy Ismail Abdelaal

15 January 2018 - Big Data Analytics Architecture for Businesses - Open Source Perspective - Kerem Kayabay, Mert Golkalp, Mohamed Zaki

2017

11 December 2017 - Using outcome-oriented contracts to foster performance improvements in logistics outsourcing relationships - Torsten Steinbach and Florian Urmetzer

13 November 2017 - A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India - Chander Velu

2 October 2017 - Barriers and Facilitators to Incident Reporting in Servitized Manufacturers - Chara Makri

11 September 2017 - Bridging the Co-creation Gap between Co-creators, Companies and Living Lab - Katharina Greve

10 July 2017 - Business Ecosystems: Towards a Classification Model - Florian Urmetzer

12 June 2017 - Exploring the Journey to Services - Veronica Martinez

8 May 2017 - A Process for B2B Partnerships: designing to deliver capability across companies - Florian Urmetzer

10 April 2017 - Investigating risks of outcome-based service contracts from a provider’s perspective - Jingchen Hou

13 March 2017 - The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems - Florian Urmetzer

13 February 2017 - Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation - Abdul Khan

9 January 2017 - The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model - Mohamed Zaki

2016

12 December 2016 - Feedback from the Frontline: Engaging front-line employees in service innovation - Florian Urmetzer

14 November 2016 - Data Diagnostic Tool - Mohamed Zaki

3 Oct 2016 - Critical incidents in complex service contracts: human causes and means of prevention - Chara Makri

12 September 2016 - Enterprise KPIs - Aligning Metrics Across Complex Service Networks - Andy Neely

18 July 2016 - Service in the platform context: a review of the state of the art - Xia Han

13 June 2016 - Facilitating Co-Creation in Living Labs - The Josephs Study - Katharina Greve

9 May 2016 - Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain - Jingchen Hou, Cambridge Service Alliance, and Keith Wishart, IBM

11 April 2016 - Mapping Ecosystems: Identifying Service Innovations Tool - Prof Andy Neely

14 March 2016 - A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media - Benjamin Lucas

8 February 2016 - Critical Success Factors - Shift to Services - Dr Veronica Martinez

11 January 2016 - Innovating Your Business Model: The Capability Assessment Tool - Professor Andy Neely

2015

14 December - Case Study - A Transition Towards a Data-Driven Business Model (DDBM)- Dr Mohamed Zaki

16 November - How Do Industry Evolution and Industry Conditions Prompt Product Firms to Offer Services - Prof Ivanka Visnjic

12 October -  Making and Sustaining the Shift to Services in the Animal Health Industry - Dr Veronica Martinez

14 September - Internet of Animal Health Things - Dr Mohamed Zaki

6 July - A Capability-Based View of Service Transition - Ornella Benedettini

8 June - Through-Life Accountability: Managing Complex Services - Chara Makri

11 May -  Data and Analytics - Data-Driven Business Models: A Blueprint for Innovation - Dr Mohamed Zaki

20 April - Business Model Innovation in an Emerging Ecosystem: Electric Vehicles Diffusion - Claire Weiller

9 March - Key Considerations in Asset Management Design - Dr Florian Urmetzer

9 February - Impact of firms characteristics on survival - Prof. Ornella Benedettini

12 January - Services typology – a classification model for product-service offerings - Dr Veronica Martinez

2014

10 November - The Business-to-Consumer Lock-in Effect - Marcus Eurich

13 October - Industry Transformation Towards Service Logic: A Business Model Approach - Anna Viljakainen

8 September - Big Data for Big Business - Mohamed Zaki

14 July - Customer Experience: Small Details can Make Big Differences, Janet McColl Kennedy

9 June - Introducing the Cambridge Service Alliance, Andy Neely

To find out more about the Webinar series please

Filed under:

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

Members of the Cambridge Service Alliance include BAE Systems, Caterpillar, CEMEX, IBM and the University of Cambridge.

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Partner Workshop - Ecosystems for Digital Transformation

Aug 15, 2018

Dr Florian Urmetzer and the Alliance Visitor Dominik Moeslein conducted a three-day workshop with CEMEX managers

Mexican Forum for the Business Transformation

Aug 10, 2018

Veronica Martinez was invited as keynote speaker at the Mexican Forum for the Business Transformation.

Blockchain in Customer Service Management

Aug 09, 2018

Caterpillar Presentation of Blockchain Results: Feasibility and Cost Analysis

Through-life engineering services – Adding business value through a common framework – Guide

Jul 24, 2018

This Publicly Available Specification (PAS) offers guidance to leaders of the UK industry that may enable manufacturing and solution providers in all sectors to win business, gain market share, generate revenue, and earn profits from the application of through-life engineering services (TES).

July Paper

Jul 23, 2018

July Paper on 'Coopetition and Business Models' by Chander Velu

View all news