Cambridge Service Alliance

📢 CSA WEBINAR 📢 Title: The Future of AI Agents in Service Experience Date/Time: Thursday 1st May - 10am - 1pm (GMT) Where: On-Line Host: Mohamed Zaki Summary: AI-powered agents are transforming services and experiences by enhancing efficiency, reducing costs, and improving customer and employee interactions. Businesses are leveraging these technologies to streamline workflows and deliver faster, more accurate solutions. From automation to full autonomy, AI agents are reshaping industries. Speakers confirmed so far (keep looking for updates): Ulas Malli from Artificial Intelligence Policies Association (AIPA) Abhimanyu Kanwar from RWTH Aachen University Join us in May as experts explore the opportunities and challenges of this transformation. Please register here if this is of interest to you https://lnkd.in/e88gT8HA

Mohamed Zaki was invited to speak at the Cambridge University Press & Assessment Digital and Data Day 2025 on 'AI Agents Personalising Customer Experiences in Contact Centres'. Thanks for the invitation Julie Dennis, John Rimell, Peter Phillips, 🧿 Manoj Raveendranathan MBA, BEng,

NEW DATES for our "Data-Driven Design for Customer Experience (CX)" course 28th April 2025 - 22 June 2025 OR 21st July - 14th September 2025 This course is run with University of Cambridge Online and Cambridge Service Alliance Duration: 8 Weeks (3rd February 2025 - 30th March 2025) Commitment: 6-8 hours per week Price: £2,200 Study Mode: Tutor Guided Cert of Achivement: Evidence your learning with a Certificate of Achievement from the University of Cambridge on successful completion. "Design and manage seamless omnichannel customer experiences using a data-driven approach to improve customer experience and drive new revenue streams." Fancy it? Register here now! https://lnkd.in/dGaqByZa

📢 The Handbook of Service Experience is hot off the press! 📢 A collaboration between Per Kristensson and Lars Witell, both active at Service Research Center (CTF) at Karlstad University and Mohamed Zaki at the Cambridge Service Alliance at University of Cambridge has resulted, in a published book! International scholars were invited to contribute and write chapters of their perspectives on service experience.   This has certainly been a productive and impactful collaboration and we thank all of you that were involved to help make this happen. Find out more here – https://lnkd.in/d3264N5k Arne De Keyser, Christian Grönroos, Kristina Heinonen, Anu Helkkula, Tor Wallin Andreassen, Ruusa Ligthart, Daniela Corsaro, Maria Åkesson, Francesca Renzi, Gautam Jha, Bente Peusen, Jan H. Blümel, Kentaro W., Erika Pärn, Yusuke Kishita, Katerina Panina, Bård Tronvoll, Hannah Snyder, Yves Van Vaerenbergh, Andrew Gallan, Carolina Martínez Troncoso, PhD., Poja Shams, Jenny Karlsson, Brenda Nansubuga, Kunio Shirahada, Agnieszka Kitowska

Our advert for the ‘CSA Relationship and Partnership Manager’ role closes TOMORROW! Don’t miss out on this exciting opportunity - take a look and apply today! https://lnkd.in/eKiC555x

Fancy a new opportunity?! We are hiring for a Research Assistant/Associate in AI This role will focus on advancing research in customer analytics through natural language processing (NLP), large language models (LLMs), machine learning (ML), and data visualization. The candidate will leverage their expertise in AI, statistics, and programming to design, develop, and evaluate cutting-edge AI-driven solutions aimed at enhancing customer experience, engagement, and personalized support, including conversational AI. Operating at the intersection of AI and business, they will contribute to the development of next-generation methodologies and theories for customer experience management. Collaborating with CSA industrial partners and interdisciplinary teams, they will lead the design and execution of AI projects centred on customer-centric strategies. Please look at the full details here: https://lnkd.in/eH2pA6GD

📢 We are Hiring 📢 Job Title: CSA Relationship & Partnership Manager (Fixed Term) Closing Date: 4th March 2025 We are looking for a dynamic and experienced professional to drive industry collaborations with the CSA, expand our global presence, and facilitate knowledge exchange and research development in collaboration with the industry. In this role, you will: - Build and maintain strong relationships with industry partners, - Identify and secure new partnerships to grow CSA members, - Facilitate knowledge exchange and research development, - Lead research grant proposals to sustain and expand CSA’s research portfolio, - Work internationally to establish founding members and increase CSA’s impact What we’re looking for: - Degree in a relevant field (PhD/Masters desirable) - Proven experience in industry partnerships, business development, or research collaboration - Excellent communication and interpersonal skills - Strategic thinker with the ability to align partnerships with CSA’s mission - Experience in organising workshops, meetings, and collaborative events This is a fantastic opportunity to work with us and play a pivotal role in bridging academia and industry, ensuring cutting-edge research meets real-world needs. Apply Here: https://lnkd.in/eKiC555x

 The CSA is delighted to welcome our new member AstraZeneca!   Together, we’re embarking on an incredible journey to drive digital service transformation and explore cutting-edge technologies like AI and Generative AI.   This partnership marks a shared vision between Cambridge Service Alliance and AstraZeneca to collaborate in research on the future of digital services and experiences enabled by AI in pharma.   We couldn’t be more excited about the partnership ahead!   #Services #Innovation #DigitalTransformation #AI #GenerativeAI

Mohamed Zaki would like to thank Daniela Corsaro for the invitation and the great hospitality. It was a pleasure to teach at the Master in International Marketing and Sales Communication - IULM for the 6th edition!

It was a pleasure to be invited by our partners HCLTech to the Financial Times Breakfast Roundtable and to co-facilitate a discussion with Murad Ahmed on the future of #AI #agents in #driving #innovation across different #services, the #workplace, and #customer #experience. A fantastic opportunity to connect with Ian C. Qasim Ali Apoorv Kashyap Rajesh Gupta Paul Vazhappilly, discussing their impressive #AI #agentic initiatives and the challenges they navigate across their perspective sectors. It was truly engaging and thought-provoking discussion! Cambridge Service Alliance HCLTech EY JLR Haleon Financial Times Institute for Manufacturing (IfM), University of Cambridge Exciting times ahead for #AI-driven transformation—looking forward to continuing these conversations! #AI #digital #service #Innovation #CustomerExperience #FutureOfWork