Sources of customer dissatisfaction in AI-powered service interactions

Chatbots are everywhere, and used in every industry. They promise to improve customer service, by offering 24-hour service and quick answers, at a fraction of the cost of their human counterparts. Reality is, however, less… polished. Even a bit frustrating. In the paper “The dark side of AI-powered service interactions: exploring the process of … Continue reading Sources of customer dissatisfaction in AI-powered service interactions

New paper: Organisational tensions arising from mandatory data exchange between the private and public sector: The case of financial services

While many aspects of life have come to a standstill, due to Covid19, others continue to play out. Some of those things feel very much out of context, when they arrive in my inbox, for instance – just like the sea shell that I found while emptying the pockets of my son’s school uniform jacket. … Continue reading New paper: Organisational tensions arising from mandatory data exchange between the private and public sector: The case of financial services

Recent publications #2

A couple of years ago, I published a blog post giving an overview of the academic work that I had published recently. That led up to very interesting conversations and collaborations. So, I thought that I should write a short update on what I have published in the last couple of years. Let’s start with the … Continue reading Recent publications #2

Day in the Life of an Academic #9: All sorts of meetings

It’s time to offer you a peak into yet another facet of an academic’s life, with another “Day in the Life” post. This time, a post looking at Wednesday, October 30th: a day that was full of meetings. I woke up at 5ish, and got ready to go to work: I have a meeting in … Continue reading Day in the Life of an Academic #9: All sorts of meetings

[Miscellany] Science communication: animated videos

Animated videos can extend your work’s reach I have been helping some colleagues think through how they communicate their work, beyond the traditional (and, frankly, restrictive) means of journal papers and academic conferences. I use my 6 steps guide to take them from creating an online but static online presence, to using the medium for … Continue reading [Miscellany] Science communication: animated videos

Day in the Life of an Academic #8: fragmented vs focused work days

While I was reading the book ‘Deep Work’ by Cal Newport, about the value and challenges of doing focused work, I started paying more attention to the instances of deep vs shallow work in my life and, in particular, how it impacted on how I felt. I kept a diary for a couple of weeks. … Continue reading Day in the Life of an Academic #8: fragmented vs focused work days

Book review “Deep Work” by Cal Newport

I have finished reading the book “Deep Work”, authored by Cal Newport. These are my reading notes about what is, in essence, a book about productivity. Its premise is that, to succeed in today’s information intensive economy, we need to be able to deal with, and learn about, complex subjects. As the author writes in page … Continue reading Book review “Deep Work” by Cal Newport

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

Book review: “Finish – Give yourself the gift of done” by Jon Acuff

I am in two minds about Jon Acuff's 'Finish - Give yourself the gift of done' (no affiliate link). On the one hand, I find the writing style a little bit off-putting (dad jokes galore… it is a bit too much). I also think that, at £13.96 (price on Amazon, at the time of writing) this … Continue reading Book review: “Finish – Give yourself the gift of done” by Jon Acuff