Digital 2019 report: nearly four in ten internet users now using voice commands or voice search

DataReportal has released its annual report on the state of everything digital. It is a fantastic resource, with all sorts of statistics about Internet access and use across the world. You can access the data here, and you can read the analysis here.   One aspect of the report that caught my eye was the data … Continue reading Digital 2019 report: nearly four in ten internet users now using voice commands or voice search

The short vs long term effects of a social media crisis

United breaks guitars. Disgusting Domino’s. The exploding Galaxy Note 7. Starbucks’s race row. #DeleteUber. Gillette’s misplaced belief on the best a man can be. These are just a handful of examples of branding crises playing out on social media. It usually starts with a localised problem, or even with good intentions that backfire. At some … Continue reading The short vs long term effects of a social media crisis

The human backstage of tech businesses

In a recent episode of Intelligence Squared, Martha Lane Fox and Mishal Husain, reminisced about the early days of the Internet and, specifically, Lastminute.com, the pioneer travel and leisure website, launched by Lane Fox and her business partner, in 1998.   The journalist Mishal Husain recalled: “I remember so well that the first two websites … Continue reading The human backstage of tech businesses

Showing customers the care and effort that goes into creating the perfect experience

Last Sunday the teen scored a goal for her ice-hockey team. She celebrated. The team celebrated. The team’s supporters celebrated… But it was all in vain, because the referee did not see the goal, and, so, he disallowed it. It doesn’t matter that the puck went over the line. The referee didn’t see it. It … Continue reading Showing customers the care and effort that goes into creating the perfect experience

Six reasons to blog, (even) if you are an academic

Last Sunday marked the 9th anniversary of this blog. I know that blogs are a bit old-fashioned, but I still enjoy blogging, and, overall, I have gained much from doing it. Hence, as a sort of celebration, I thought that I would share with you some of reasons why you might consider blogging, if (or, even, … Continue reading Six reasons to blog, (even) if you are an academic

Research has consequences. Sometimes, negative ones.

I have been working on a research proposal looking at the impact of artificial intelligence on a particular profession. It’s a multidisciplinary project with various angles on the issue, and mine is what that means for the customer experience. It is possible that the results from our project could end up showing that a particular … Continue reading Research has consequences. Sometimes, negative ones.