Gautam Jha is a Doctoral researcher at the Cambridge Service Alliance under the supervision of Professor Mohamed Zaki.

Gautam is studying how organisations can transform with a customer experience centric approach. With a focus on the intersection of marketing, service and information technology, Gautam's research delves into how businesses can operationalise customer experience management to deliver tangible outcomes.

With over 20 years of industry experience, Gautam has been a trusted advisor and a change catalyst for customer experience-led digital transformations across renowned companies such as M&S, Vodafone, Virgin Media, Legal & General, Avaya, SSE and more. Notably, he played a pivotal role in establishing and leading experience technology capabilities at Accenture Interactive and NTT Data in the UK.

Gautam's expertise spans both research and practical implementation, positioning him as a sought-after leader in the field of digital transformation. Gautam serves on the transformation boards of his clients, regularly engaging and consulting with senior stakeholders, including the C-suite.

Passionate about promoting education and workforce inclusivity, Gautam actively contributes to widening participation initiatives at the university and beyond. He has successfully provided training and mentorship to students and aspiring young entrepreneurs, empowering them to thrive in their respective fields. He is a lead tutor on the sought after data-driven design for customer experience course offered by Cambridge Advanced Online.

Recent publications

Jha Gautam, Chandwani Jatin, Zaki Mohamed (Forthcoming). The shift to fast good service

experience through digitalization : Lessons from KFC. In Kristensson, Per; Witell Lars, and

Zaki, Mohamed (Eds.), Handbook of Service Experience. UK: Edward Elgar Publishing

Jha Gautam, Zaki Mohamed (2024), “Achieving excellence in managing customer experience” in

AMA summer conference proceedings, Boston 2024

Wetzels Ruud, Zaki Mohamed, Jha Gautam,Wetzels Martin (2024), “Mapping the Evolution

of B2B Service Research: A Large-Language Model-Based Topic Modelling Approach” in

Servsig 24 Proceedings, Kedge Business School, Bordeaux, 2024

Blumel, Jan and Gautam Jha (2023), “Designing a Conversational AI Agent: Framework

Combining Customer Experience Management, Personalization, and AI in Service Techniques,”

in Hawaii International Conference on System Sciences 2023

Jha, Gautam and Mohamed Zaki (2023), “Customer experience centric transformation in

B2B”, in QUIS 18 Proceedings, The 18th International Research Symposium on Service

Excellence in Management, VinUniversity, Hanoi, 2023

Jha, Gautam and Mohamed Zaki (2022), “Digital acceleration in consumer retail : The role

of technology in providing improvised customer experience,” in QUIS17 Proceedings, Editorial

Universitat Polit`ecnica de Val`encia, 2022

Jha, Gautam and Mohamed Zaki (2022), “Customer experience management: The blend

between autonomous AI and humans in the service ecosystem,” in Servsig 22 Proceedings,

University of Strathclyde, Glasgow, 2022