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Cambridge Service Alliance

At the forefront of service transformation in the digital era
 
Read more at: 2020 Annual Review
2020 Annual Review

2020 Annual Review

23 October 2020

Read about our latest research in our tenth anniversary Annual Review.


Read more at: Managing customer experience through a systematic approach to data analytics
Managing customer experience through a systematic approach to data analytics

Managing customer experience through a systematic approach to data analytics

24 July 2020

We all know what a positive – or negative – customer experience feels like: a rush of pleasure or teeth-grinding frustration. Firms are acutely aware of the importance of how we feel – and how that translates into long-term loyalty – but feelings are a difficult and complicated thing to measure at scale.


Read more at: Inside neural networks
Inside neural networks

Inside neural networks

12 May 2020

Cambridge Service Alliance doctoral student, Tim Pearce, explains how his work is contributing to advances in neural networks and how they are starting to help organisations make better decisions.


Read more at: Generate revenue from digital platforms
Generate revenue from digital platforms

Generate revenue from digital platforms

12 May 2020

According to Shep Hyken: "Customers are smarter than ever because they're experiencing great service from certain brands, and those rock-star brands are setting the bar higher for everyone else." In this white paper we explore the 'customer experience paradox' and how firms can use digital platforms to overcome it.


Read more at: Unlocking the secrets of customer loyalty
Unlocking the secrets of customer loyalty

Unlocking the secrets of customer loyalty

12 May 2020

Customer retention plays a critical role in a firm's long-term sustainability. Until recently, however, firms have tended to rely on one-dimensional survey techniques to measure their customers' loyalty. This white paper shows how machine learning can help overcome these limitations.


Read more at: Do you know what your customers really think about you?
Do you know what your customers really think about you?

Do you know what your customers really think about you?

7 May 2020

Research carried out by the Cambridge Service Alliance has shown that widely used methods for gauging customer satisfaction – such as ratings surveys and Net Promotor Scores – do not really tell you what your customers are thinking.


Read more at: Blockchain: driving productivity, traceability and customer experience in supply chains
Blockchain: driving productivity, traceability and customer experience in supply chains

Blockchain: driving productivity, traceability and customer experience in supply chains

7 May 2020

Dr Veronica Martinez, Lecturer at the University of Cambridge and Senior Researcher at the Cambridge Service Alliance, working with colleagues at Caterpillar, shows how blockchain can deliver significant supply chain benefits.


Read more at: Driving business model transformation
Driving business model transformation

Driving business model transformation

1 May 2020

A new white paper from the Cambridge Service Alliance and HCL Technologies considers how the development of a digital thread is vital for business model transformation.


Read more at: A Process for B2B Partnerships - designing to deliver capability across companies
A Process for B2B Partnerships - designing to deliver capability across companies

A Process for B2B Partnerships - designing to deliver capability across companies

26 January 2017

Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.


Read more at: Towards Self Service Aircraft: Revolutionising the service supply chain
Towards Self Service Aircraft: Revolutionising the service supply chain

Towards Self Service Aircraft: Revolutionising the service supply chain

21 September 2016

Executive Briefing on aircraft service supply chains, by Alexandra Brintrup, Duncan McFarlane, Damith Ranasinghe, Tomas Sanchez Lopez and Kenneth Owens.


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.