Congratulations to Mohamed Zaki, Professor Janet McColl-Kennedy and co-authors for receiving the 2018 Robert Johnston Award of the Journal of Service Management

October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas

Dr Mohamed Zaki received the Caterpillar's ACAM Customer Excellence Award

Mohamed's and co-authors paper "The interplay of customer experience and commitment" published in the Journal of Services Marketing has been selected by the Emerald Editorial Team as Highly Commended in the 2018 Emerald Literati Awards

Dr Mohamed Zaki was invited to participate in the 2nd Customer management Leadership Group Academic-Practitioner Workshop on 17-19 June at the University of Manchester.

June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'

In this paper, Mohamed Zaki and Andy Neely propose a systematic multi-methods using a text-mining approach to capture and analyze customers’ data

The Cambridge Service Alliance hosted the 'Service Community Event' on the 19th April, where service professionals shared their experiences on a wide range of service topics.