Professor Mohamed Zaki, BSc, MSc, PhD


Mohamed Zaki is the Deputy Director of Cambridge Service Alliance at the Institute for Manufacturing, a research centre that brings together the world’s leading firms and academics to address digital service transformation challenges. I serve as a member of the Editorial Advisory Board of the Journal of Service Management. I hold visiting professorships, international academic collaborators and fellowships at several global institutions, such as the University of Queensland in Australia.

I am a high-profile academic with an extensive research portfolio in “Service Management”. My research interests lie in service experience, emphasising the application of Artificial Intelligence (AI) to design and manage customer experience and create new data-driven business models. I have many publications in highly-ranked service management journals. Also, my papers appeared in top conferences and practical outlets such as the Harvard Business Review. I successfully generated funds from industry and UK research councils (a total contribution of over £10 million).

I have consulted and lectured for over 50 organisations, including Manchester United, Mitsubishi Heavy Industry, CEMEX, Caterpillar, IKEA, HCL Tech, Bouygues, and others. I am the course leader for the Data-Driven Design for Customer Experience (CX) online course, offered through Cambridge Advance Online at Cambridge University Press and Assessment.