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

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

Parents and young people as consumers

This past weekend was Mother’s Day in the UK. The date prompted me to read a paper that has been sitting on my “to read” list for a while: Stella Minahan and Patricia Huddleston’s “Shopping with mum – mother and daughter consumer socialization”.  The paper interviewed 30 young women aged 20 to 22 years old … Continue reading Parents and young people as consumers

A public services workforce fit for the future – The role of digital technology

Last week, I went to Parliament, to participate in the House of Lords’ Public Services Committee, which is looking at creating “A public services workforce fit for the future”. The session that I joined focused on the role of digital technology, and I was one of the expert witnesses, alongside Professor Catherine Mangan from the … Continue reading A public services workforce fit for the future – The role of digital technology

Covid-19 lockdowns, 2 years on: positive impact on subjective wellbeing, and lingering effect on time spent at home. But fitness industry is bouncing back.

Last Friday (March 11th) marked two years since the World Health Organisation (WHO) declared Covid-19 a pandemic. In the meantime, we have experienced some truly depressing moments such as when the number of global casualties reach 1 million; as well as some truly exhilarating ones, such as when it was confirmed that scientists had developed … Continue reading Covid-19 lockdowns, 2 years on: positive impact on subjective wellbeing, and lingering effect on time spent at home. But fitness industry is bouncing back.

Customers love our technology (Or… do they?)

The BBC reported, recently, that several major supermarket chains are trialling the use of automated technology to scan a customer’s face and verify their age, when they are buying alcohol. The reason for using this technology for age verification (as opposed to relying on cashiers to do so, in line with legal requirements) is, according … Continue reading Customers love our technology (Or… do they?)

New paper: The Pandemic-Induced Personal Data Explosion

Back in June 2020, I came across a special collection of papers about COVID-19, in the Journal of Public Policy & Marketing. Within that collection, the paper “Consumer Privacy During (and After) the COVID-19 Pandemic”, by Aaron R. Brough and Kelly D. Martin caught my attention. That paper reflected on the implications of the increased … Continue reading New paper: The Pandemic-Induced Personal Data Explosion

Tales of developing an AI-powered chatbot

Chatbots are computer programmes designed to conduct conversations with humans about specific topics, through text, voice or touch. Because they can run 24/7, chatbots are becoming increasingly popular in situations where there are frequently asked questions which can be resolved from a limited pool of answers. Examples include accepting an order, updating the status of … Continue reading Tales of developing an AI-powered chatbot