HCL & THE CAMBRIDGE SERVICE ALLIANCE

The Cambridge Service Alliance is a unique partnership between the University of Cambridge and some of the world's leading businesses. It was founded in 2010 to help global companies design and deliver successful complex service systems. Since then, digitalisation has transformed the business landscape. Today, our principal focus is on harnessing digital technologies and big data to create new business models, drive revenues and increase customer loyalty.

HCL is proud to be a strategic digital services partner of the prestigious Cambridge Service Alliance since 2019. As the only technology services partner on the CSA’s steering committee, HCL is working with researchers from University of Cambridge and other CSA top- tier partners to define and develop services and solutions of tomorrow.

2021
Research Overview

Each year the Alliance focuses on key research addressing the realworld challenges faced by our partners. Blue sky thinking is critical for organisations that want to achieve long-term competitive advantage but only if it has practical application. Our research streams are co-designed with our Gold partners, guaranteeing their relevance to significant industrial problems.

Explore the research topics for 2021 by clicking on the tabs below.

DIGITAL TRANSFORMATION STRATEGY

Each year the Alliance focuses on key research addressing the realworld challenges faced by our partners. Blue sky thinking is critical for organisations that want to achieve long-term competitive advantage but only if it has practical application.

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CUSTOMER ENGAGEMENT

Research carried out by the Cambridge Service Alliance (CSA), University of Cambridge has shown that customer engagement in digital platforms such as social media is low across different sectors. We identified key challenges;

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BUSINESS MODEL INNOVATION
WITH DIGITAL TWINS

Current research carried out by the Cambridge Service Alliance (CSA) has demonstrated that digital twins are one of the key technologies that provide an opportune for service business model transformation for many sectors.

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CUSTOMER EXPERIENCE

Research carried out by the Cambridge Service Alliance (CSA) , University of Cambridge has shown that widely firms still rely on traditional CX (e.g. NPS) or demographics and psychographics to predict their customers’ behaviours. These metrics lack of deep insights

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JOIN THE ALLIANCE

The Cambridge Service Alliance aspires to help organisations to address the challenges they will face in the next three to five years, through research and education programmes. By joining the Alliance you will be able to

  • Identify best practices to enable a successful service strategy transformation
  • Define future business models that will best create and capture value in the digital era
  • Help your organisation recoup the financial benefits you expect to gain through services
  • Identify and experimenting new service technology to enable these business models
  • Establish how innovation in performance information and analytics enables seamless customer experience

RESEARCH LED COMMUNITY OF INTEREST

Learn From Other Innovative Organisations The Cambridge Service Alliance brings together non-competing firms with a common interest in blue sky thinking, who are keen to unlock the value of digital

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CAMBRIDGE ALLIANCE WORKSHOPS

Drawing on the latest work from the Cambridge Service Alliance, these thought-provoking and practical shorter duration workshops each explore a key concept or practice of particular relevance for today’s technology professionals.

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ONLINE COURSE: CUSTOMER EXPERIENCE IN THE DIGITAL ERA

New technologies and new business models have already changed the way organisations interact with their customers, and soon, developments such as AI,

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PARTNERS DAY & INDUSTRY DAY

CSA’s flagship yearly event, bringing together leading academics, industrialists and policy-makers to address the evolving challenges facing service education, research, practice and policy.

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OTHER BENEFITS

In order to maximise the impact and application of our research, the Alliance provides a wide range of accessible outputs from its research and collaboration activities. These are designed to be shared across partner organisations.

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CALENDAR

Cambridge Service Alliance Workshop: Digital Twins : April 22

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Cambridge Service Alliance Workshop: Digital Strategy : July 1st

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Cambridge Service Alliance Workshop: Digital Traceability : Oct 6

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Cambridge Service Alliance Course: Customer Experience (Limited seats) :
June 23 & 24

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Cambridge Service Alliance Course: Customer Experience (Limited seats) :
Nov 23 & 24

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CSA Community of Interest (Research) Event II : May 5

(Guest Speakers: Salla Palos, Director of Transformation Services – Microsoft, John Vickers,
Principal Technologist – NASA)

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CSA Community of Interest (Research) Event III : Sept 1

(Guest Speakers: TBC)

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Partner/Industry Day: Flagship annual event : Nov 3 & 4

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THE CAMBRIDGE SERVICE ALLIANCE IS

It’s been quite a decade, one in which we thought we had got used to living with constant change. But we had not expected to be celebrating our tenth birthday digitally, amidst a global pandemic.

DIGITAL STRATEGIES WITH A CUSTOMER-CENTRIC MINDSET

The combination of powerful new digital technologies along with the ability to connect data across platforms is opening up new opportunities for businesses to place customers at the heart of their business strategy. Ultimately a customer-centric mindset is a key to new value creation.

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HAS COVID INVENTED THE 10X SUPPLY CHAIN?

Here are a few lessons that make it practical to achieve a ten-times supply chain right now.

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