New paper: Stakeholders of the World, Unite!: Hospitality in the time of COVID-19

The Covid-19 pandemic has wreaked havoc with many industries, but few have suffered more than the hospitality industry. Not only has leisure travel all but disappeared, but businesses, too, have cancelled all meetings, conferences and other bookings. And, with the lack of clarity about operating conditions, and about evolving customer preferences, hotels are facing an … Continue reading New paper: Stakeholders of the World, Unite!: Hospitality in the time of COVID-19

Video of LinkedIn Live “The Value of Customer Feedback”

Yesterday, I joined the entrepreneur (and a former student of mine!), Yekemi Otaru, for a LinkedIn Live show, to talk about the importance of Customer Feedback, and how to collect it. I really enjoyed chatting with Kemi. We covered a lot of ground on various aspects related to the importance of customer feedback for insight, … Continue reading Video of LinkedIn Live “The Value of Customer Feedback”

Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands

This Thursday, March 25th, I am joining Yekemi Otaru for a LinkeIn Live show to explore “The Value of Customer Feedback for Brands”. We will discuss issues such as: How businesses can obtain, and use, customer feedback to drive better customer relationships Different ways of getting customer feedback, and the pitfalls and benefits of each … Continue reading Join me this Thu, Mar 25th, 12 noon (UK), for a LinkedIn Live show on “The Value of Customer Feedback for Brands

Incredible coincidence, or creepy personalisation

Several weeks ago, I added an event in my calendar related to a friend called “Darren”. Then, on the day of the event, as I was scrolling through Instagram, I spotted the following advert: Quite a coincidence, right? Or, is it, instead a creepy feature of personalisation? When faced with this type of dilemma, I … Continue reading Incredible coincidence, or creepy personalisation

New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management

Weifeng Chen, Ashley Braganza, Serap Sap and I have investigating how Artificial Intelligence (AI) impacts on work (as opposed to jobs) and workers. Previously, we had found that AI-enabled work automation caused significant uncertainties for workers, and a change in the relationship between workers and their employers, towards independence between the two parties. Building on that work, … Continue reading New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management

Slides from “How to improve the world, on a small budget” talk

Here are the slides from my Brunel Hive Webinar, earlier this month. In the first part of the webinar, Mr. Navjot Sawhney, founder of The Washing Machine Project, talked about the motivation for the project, what it does, and some of the challenges faced. Then, my colleague, Dr Manoj Dora, analysed the logistical challenges faced … Continue reading Slides from “How to improve the world, on a small budget” talk

[Miscellany] Musings from being at the receiving end of bad advertising messages

Programmatic advertising Do you remember when people were stockpiling toilet paper, at the start of the Covid-19 crisis? It was so hard to find (and, in some places, so expensive) that some people even joked that they would make great gifts. Fast forward to February 2021, and I ordered bamboo toilet paper, online. A few … Continue reading [Miscellany] Musings from being at the receiving end of bad advertising messages

Clubhouse’s invitation-only strategy is a stroke of genius

Did you hear about the new social network, Clubhouse? It’s an audio-based social network, where the content can only be consumed live. It is generating a lot of excitement, and recently even hosted a talk by Elon Musk.  Clubhouse is using an unorthodox way of recruiting users, though: you can only join if you receive … Continue reading Clubhouse’s invitation-only strategy is a stroke of genius

Offering rebates as a form of service recovery can actually backfire

It happened, again. You know the script: the internet is down; you try all the tricks in the book; they don’t work; you call the provider; they tell you that “we are experiencing some technical problems in the area”; they apologise; eventually, they offer you a rebate on your monthly fee which hardly makes up … Continue reading Offering rebates as a form of service recovery can actually backfire

Malicious social bots are targeting brands, too

Social bots create misinformation, fabricate online reviews and spread false news about political candidates, maliciously attempting to control and manipulate public sentiments, and disrupt the democratic process. But are social bots “only” disrupting political life, or are they having an impact on brands, too? And, if so, what’s the consequence of that? Xia Liu investigated … Continue reading Malicious social bots are targeting brands, too