Chatbots encourage customer misbehaviour

In the paper “Artificial Intelligence and Machine Learning as business tools: factors influencing value creation and value destruction”, Fintan Clear and I argue that the often-repeated claim that AI solutions are “cheaper, faster, and less prone to mistakes than humans” reveals a narrow assessment of the costs associated with deploying an AI solution in an … Continue reading Chatbots encourage customer misbehaviour

Intra-organisational tensions arising from the deployment of AI

The application of AI in marketing has the potential of delivering many benefits for businesses, such as obtaining customer insight, or providing customer support. But it is not without challenges. There are challenges related to the technology itself; challenges relating to customers, and challenges relating to the power dynamics between actors. And, then, there are the organisational challenges. My co-author, Ben Keegan, … Continue reading Intra-organisational tensions arising from the deployment of AI

Artificial Intelligence vs household product safety

Apparently, autonomous robotic vacuum cleaners (i.e., Roombas) and dog poos don’t mix well. I had no idea as I have neither a Roomba nor a dog; but I have, now, learned that this is a common problem faced by pet owners, as reported in this 2016 article in The Guardian. Image source Maybe I should … Continue reading Artificial Intelligence vs household product safety

Measuring the effects of Internet deprivation  

With digital technology and connectivity being so ubiquitous, it is easy to take access to the Internet for granted. It becomes part of the background. But there are many people that do not have regular access to the internet – those that live in areas with poor connectivity; those that can’t afford broadband connection; or those … Continue reading Measuring the effects of Internet deprivation  

The value of service robots in embarrassing service encounters

While we tend to think of an attentive member of staff as the epitome of customer service, there are circumstances when customers would much rather not have to interact with one. Maybe they are in a hurry. Maybe they want to avoid small talk. Maybe they prefer to socially distance. Or, maybe, they are a … Continue reading The value of service robots in embarrassing service encounters

What Elon Musk’s acquisition of Twitter means for marketers

Elon Musk made a take-over offer to buy Twitter, and is said to want to implement four key changes at the social media company: Reduce content moderationEliminate automated accountsIntroduce new product featuresOpen-up Twitter’s algorithm The significance of Twitter for marketers According to Hootsuite, Twitter is the 15th largest social media platform in the world (slide 99). … Continue reading What Elon Musk’s acquisition of Twitter means for marketers

Improving public services delivery through digital technology

Based on their experiences with the private sector, citizens, businesses, and other entities now expect a high level of responsiveness and convenience when interacting with public service. For instance, users expect to be able to subscribe and pay for public services from wherever they are; or to access advice and services’ information whenever they most … Continue reading Improving public services delivery through digital technology

Online groceries shopping – not such a novelty, after all

A couple of weeks ago, while I was putting away the groceries that I had ordered online earlier that week, and which had just been delivered to my house, Child 2 asked something to the effect of “When you were my age, did you ever imagine that you could order groceries from the comfort of … Continue reading Online groceries shopping – not such a novelty, after all