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The event, which took place between 17^th and 19^th of June, was a collaboration between the “Customer Management Leadership Group (CMLG)”, Executive Education and the Management Science and Marketing Division at Alliance Manchester Business School and the Centre for Service Management (CSM).

The aim of the 2-day invitational paper writing workshop was for groups of academics from different countries (11 in total) and disciplines to develop impactful research for organisations and research papers based on topics identified by 5 service companies from several service sectors (retail, logistics, public transport, and utilities). These will involve topics in the areas of customer experience design and management. The aim is that findings reported in the research emerging from the event will be impactful in that they will focus on current problems and issues faced by a range of organizations and that they should help those organizations to better understand and perhaps overcome those problems and issues.

The event was a big success with more than 60 participants from 11 countries. We are delighted to be able to confirm that papers emerging from the workshop will be published in a special issue of the prestigious

Please click on  to find out more about the 8 tracks and their track leads.