Gaining Customer Experience Insights That Matter
Interested in the role of data developing services and customer experiences?
Dr. Mohamed Zaki from the University of Cambridge (deputy director for the Cambridge Service Alliance (CSA) - research centre at the Department of Engineering) is visiting at Tampere University.
Open guest lecture: Gaining Customer Experience Insights That Matter
Open for all, no registration required.
Keywords: Customer experience, customer journey, touchpoints, marketing metrics, text mining
Based on the results of: McColl-Kennedy, J. R., Zaki, M., Lemon, K. N., Urmetzer, F., & Neely, A. (2018). Gaining Customer Experience Insights That Matter. Journal of Service Research, Forthcoming
Speaker Bio // Dr Mohamed Zaki
I am the deputy director for the Cambridge Service Alliance (CSA) research centre at the Department of Engineering, University of Cambridge. In 2018, I Co-founded and launched the new CSA funding and membership model. My research focuses on machine learning and its application on customer experience. My research develops novel data science methods to manage and measure customer experience and predict customer loyalty. Other research interests include digital transformation and data-driven business models. I am an Associate fellow of the Higher Education Academy. I commenced my PhD in data science at University of Manchester. I am a recipient of an international awards (2016 and 2017) from the Marketing Science Institute on customer experience analytics and digital customer initiatives. I am leading and managing industrial research projects from IBM, CEMEX, Cisco, BAE Systems, Caterpillar, Rolls Royce, Zoetis, Pearson, GEA Food Manufacturer. I am a steering committee member at the Through-life Engineering Service council and Cambridge Big Data Research Initiative. I have many publications in highly ranked journals, including Journal of Service Research, International Journal of Operations and Production Management, PloS ONE, Journal of Production Planning & Control, Journal of Service Marketing as well as book chapters and many IEEE conference articles.