Last month, I had the honour of delivering a keynote talk, at the Digital Marketing Colloquium, on the topic of “Researching and shaping the future of AI-Powered Service Interactions”.
I explored the challenges and opportunities of doing research in this field, driven by a question that a colleague asked me back in 2018, and which has informed how I do research (including the topics that I focus on, who I work with and how I disseminate my work):
“Is it possible that our research project will actually make life more difficult for customers, or create problems for customer service staff? At the end of the day, it’s people we are talking about, here.”
Here is the slide deck used in my talk:
As usual, feel free to reach out to me, if you want to discuss any of these issues.
Ana Canhoto 