The suspected use of AI makes people trust others less

With Artificial Intelligence (AI) promising to bring analytical power and cost savings to many customer facing functions, it is pertinent to ask how the deployment of AI impacts on the image of people / brands. For instance, if consumers believe that your online profile was developed by AI, does that impact on how they see … Continue reading The suspected use of AI makes people trust others less

What’s the problem with personalisation, anyway?

Recently, Google announced that it is buying Fitbit, the fitness tracker company which, not long ago, was the leader of the fitness wearable devices market. This acquisition gives Google a foothold in the large, growing and lucrative smartwatches / fitness band arena, which was lacking from their product portfolio. Most importantly, for Google, it gives … Continue reading What’s the problem with personalisation, anyway?

Customer satisfaction with chatbots: the surprising role of speed

Modern life demands speed, right? We eat, speak and walk faster than we used to. We are disappointed if our favourite online store does not offer next day delivery (even if, pragmatically, we could very well wait). And we want 24/7 customer service so that we can get instant replies to our queries.   However, … Continue reading Customer satisfaction with chatbots: the surprising role of speed

What it feels like when the computer knows more than you

I have been thinking and talking about artificial intelligence a lot, this past week. For instance, on Wednesday, I went to the Parliament with two other colleagues from Brunel, to talk about the impact of AI on workers, work and the workplace; and, on Thursday, with those same colleagues, we hosted a workshop to examine … Continue reading What it feels like when the computer knows more than you

The impact of the type of task on AI acceptance and use

Earlier this week, the FT Advisor reported on a study by Openwork, which showed that “despite a surge in robo-solutions in the market consumers still prefer face-to-face advice when it comes to planning their finances”. According to the study, “71 per cent (of respondents) had concerns robo-advice would not be appropriate for their financial needs … Continue reading The impact of the type of task on AI acceptance and use

[Miscellany] Interesting job advert, customer insight, and thesaurus with a difference

Interesting job advert for a marketing manager position I came across the advert below for a job as Marketing Manager, and I found two things very interesting. One, that sustainability is seen as an explicit concern of /for the marketing manager. This is not an advert for a recycling company, or electric cars, or any other … Continue reading [Miscellany] Interesting job advert, customer insight, and thesaurus with a difference

The customer perspective on AI

There is considerable interest regarding the potential of AI for various customer facing tasks – from market prospecting, to sales and after-sales. But what will customers think of these technologies? Will they be happy that their delivery query is being handled by a chatbot, or that their meal is being delivered by a robot? Jochen … Continue reading The customer perspective on AI