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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Read more at: New Paper - Digital transformation: harnessing digital technologies for the next generation of services

New Paper - Digital transformation: harnessing digital technologies for the next generation of services

21 June 2019

Check out our recent commentary paper published at the Journal of Services Marketing


Read more at: New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective

New paper - Redistributed Manufacturing and the Impact of Big Data: A Consumer Goods Perspective

21 May 2019

This paper builds a conceptual framework to explore whether big data combined with new manufacturing technologies can facilitate redistributed manufacturing (RDM).


Read more at: 2018 Robert Johnston Award
2018 Robert Johnston Award

2018 Robert Johnston Award

3 April 2019

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


Read more at: Gaining Customer Experience Insights That Matter

Gaining Customer Experience Insights That Matter

26 November 2018

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research


Read more at: New book published: Exploring Service Science
New book published: Exploring Service Science

New book published: Exploring Service Science

26 October 2018

9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings


Read more at: October 2018 paper
October 2018 paper

October 2018 paper

23 October 2018

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


Read more at: 2017 ACAM Customer Excellence Award
2017 ACAM Customer Excellence Award

2017 ACAM Customer Excellence Award

21 August 2018

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


Read more at: July Webinar by Christoph Peters on Modular Service Structures for AI Services
July Webinar by Christoph Peters on Modular Service Structures for AI Services

July Webinar by Christoph Peters on Modular Service Structures for AI Services

9 July 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.


Read more at: Mohamed Zaki won the Emerald Literati Award
Mohamed Zaki won the Emerald Literati Award

Mohamed Zaki won the Emerald Literati Award

3 July 2018

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


Read more at: 2nd Customer Management Leadership Group Academic-Practitioner Workshop
2nd Customer Management Leadership Group Academic-Practitioner Workshop

2nd Customer Management Leadership Group Academic-Practitioner Workshop

26 June 2018

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.


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.

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Latest news

Bouygues Construction joins the Cambridge Service Alliance

27 May 2021

We are delighted to announce that Bouygues Construction has joined the Cambridge Service Alliance, Institute for Manufacturing (IfM), University of Cambridge as a new industry member alongside our existing partners HCL Technologies , Caterpillar Inc. , Perkins Engines Company Limited and CEMEX . Press release

'Using AI to Track How Customers Feel — In Real Time' published in the Harvard Business Review

13 May 2021

The paper 'Using AI to Track How Customers Feel — In Real Time' by Mohamed Zaki, Janet R. McColl-Kennedy and Andy Neely has been published in Harvard Business Review.

Industry Day 2020 | What we learnt

6 December 2020

What is the future of services in the new pandemic-driven era? This was the topic explored at our 2020 Industry Day by senior executives from L'Oréal, Microsoft Research, Manchester United and start-up, Fairjungle.