The customer perspective on AI

There is considerable interest regarding the potential of AI for various customer facing tasks – from market prospecting, to sales and after-sales. But what will customers think of these technologies? Will they be happy that their delivery query is being handled by a chatbot, or that their meal is being delivered by a robot? Jochen … Continue reading The customer perspective on AI

[Miscellany] On the importance of questions, and different types of answer, plus what I am reading

The best predictor of good grades? Several people in my Twitter timeline have been talking about this journal paper (paid access, only). The authors of the paper analysed the extent to which various variables could be used to predict student’s grades, and concluded that: “These relationships make class attendance a better predictor of college grades than … Continue reading [Miscellany] On the importance of questions, and different types of answer, plus what I am reading

The potential of AI for customer facing applications

There is considerable interest regarding the potential of AI for various customer facing tasks, from market prospecting, to sales and after-sales. But there are also considerable technical limitations to keep in mind, when planning the deployment of AI-powered solutions to carry out tasks that have a direct impact on the customer experience. If deployed in … Continue reading The potential of AI for customer facing applications

[Miscellany] ebay podcast, welcoming complaints, and new life stage

ebay: more about b2c than c2c If I say ‘ebay’, what image comes to your mind? A place to offload items that you no longer need, or even that unwanted Christmas gift? Or, perhaps, the opportunity to buy nearly new items that other people outgrew, or fell out of love with?   If, like me, … Continue reading [Miscellany] ebay podcast, welcoming complaints, and new life stage

Customer service via Twitter – what a missed opportunity for airlines

Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from) other users. Yet, not all firms seem to be embracing it. Research by Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann, looking at how … Continue reading Customer service via Twitter – what a missed opportunity for airlines

[Miscellany] Marketing online, confusing adverts and podcast recommendation

Online marketing vs. marketing online Preparing materials for a new semester of teaching, and this blog post from Seth Godin came to mind: Too much going on There is so much going on in this advert... A snack that is meant to be for lunch. A can that fits in a pocket but is meant … Continue reading [Miscellany] Marketing online, confusing adverts and podcast recommendation

Credibility of online reviews typed on a mobile vs on a desktop

When our family travels to a new place, we usually get restaurant recommendations from friends who have been there before; we check Lonely Planet tour guides; or, we look at the reviews on Google maps.   Have you ever used Google maps for local recommendations?   We only started using it recently. But, so far … Continue reading Credibility of online reviews typed on a mobile vs on a desktop