New paper: Stakeholders of the World, Unite!: Hospitality in the time of COVID-19

The Covid-19 pandemic has wreaked havoc with many industries, but few have suffered more than the hospitality industry. Not only has leisure travel all but disappeared, but businesses, too, have cancelled all meetings, conferences and other bookings. And, with the lack of clarity about operating conditions, and about evolving customer preferences, hotels are facing an … Continue reading New paper: Stakeholders of the World, Unite!: Hospitality in the time of COVID-19

March 2021 round-up

The days are definitely brighter and warmer, now that we are in March. And we even had a couple of really warm days, which came just in time for us to enjoy the easing of the 3rd lockdown, in England. Life certainly feels easier, and more pleasant than a few months ago. We have been … Continue reading March 2021 round-up

Video of LinkedIn Live “The Value of Customer Feedback”

Yesterday, I joined the entrepreneur (and a former student of mine!), Yekemi Otaru, for a LinkedIn Live show, to talk about the importance of Customer Feedback, and how to collect it. I really enjoyed chatting with Kemi. We covered a lot of ground on various aspects related to the importance of customer feedback for insight, … Continue reading Video of LinkedIn Live “The Value of Customer Feedback”

Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands

This Thursday, March 25th, I am joining Yekemi Otaru for a LinkeIn Live show to explore “The Value of Customer Feedback for Brands”. We will discuss issues such as: How businesses can obtain, and use, customer feedback to drive better customer relationships Different ways of getting customer feedback, and the pitfalls and benefits of each … Continue reading Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands

Incredible coincidence, or creepy personalisation

Several weeks ago, I added an event in my calendar related to a friend called “Darren”. Then, on the day of the event, as I was scrolling through Instagram, I spotted the following advert: Quite a coincidence, right? Or, is it, instead a creepy feature of personalisation? When faced with this type of dilemma, I … Continue reading Incredible coincidence, or creepy personalisation

What I have been reading #2

This is a follow up to my previous post on what I have been reading this year (and reviewing, on Instagram). 3rd book of 2021 – “The Spirit Level” by Seamus Heaney. Heaney won the Nobel prize for Literature in 1995, and this was the first book of poems published after winning that accolade. I found … Continue reading What I have been reading #2

New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management

Weifeng Chen, Ashley Braganza, Serap Sap and I have investigating how Artificial Intelligence (AI) impacts on work (as opposed to jobs) and workers. Previously, we had found that AI-enabled work automation caused significant uncertainties for workers, and a change in the relationship between workers and their employers, towards independence between the two parties. Building on that work, … Continue reading New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management

Slides from “How to improve the world, on a small budget” talk

Here are the slides from my Brunel Hive Webinar, earlier this month. In the first part of the webinar, Mr. Navjot Sawhney, founder of The Washing Machine Project, talked about the motivation for the project, what it does, and some of the challenges faced. Then, my colleague, Dr Manoj Dora, analysed the logistical challenges faced … Continue reading Slides from “How to improve the world, on a small budget” talk