Category: Marketing in everyday life

Role of robot appearance vs behaviour on users’ perception

Robots are increasingly playing a role in customer service – be it taking orders in restaurants, providing information in banks, or delivering items in hotels. For the investment in customer service robots to be worthwhile, though, customers need to enjoy interacting with them, and they need to trust them. A robot’s appearance has a key … Continue reading Role of robot appearance vs behaviour on users’ perception

New paper: How AI can destroy business value

As we enter the fourth industrial revolution, Artificial Intelligence (AI) and Machine Learning (ML) technologies are being used to automate business processes in more and more areas, from calculating optimal transport loads to shortlisting loan applicants without human input. These technologies promise to create business value, for instance, by improving productivity and reducing mistakes. However, … Continue reading New paper: How AI can destroy business value

AI is a system, not a technology

I have been reading a lot of about artificial intelligence (AI), lately, and reflecting on its implications for how organisations interact with its customers. I have noticed that, often, AI is equated with the algorithm that underpins it (which is, often, assumed to be a machine learning algorithm). That makes sense, because algorithms are fundamental … Continue reading AI is a system, not a technology

Payment options influence customer perceptions

My local coffee shop has this notification, on the door: When I spotted this notice, I thought “That’s annoying. Why can’t I pay for my coffee with cash?”, which is bizarre because I rarely use cash these days. I usually pay for my coffee with card or app. Actually, I can’t remember the last time … Continue reading Payment options influence customer perceptions

Types of machine learning – a crib sheet for marketers

According to a market study by advisory firm Dresner, reported in Forbes, marketing managers are more likely than any other organisational function to see machine learning as critically important for the achievement of their goals. As shown in the graph below, 40% think that machine learning is critically important, and nearly two-thirds (65%) think that it is … Continue reading Types of machine learning – a crib sheet for marketers

What Big Data experts thought the world would look like in 2020

In the past, the year 2020 has been presented as the point in time when many technological innovations would come to fruition. For instance, it was the year when we would have self-driving cars routinely roaming down our roads and streets; and, even, flying cars. It was also the year when we would have conscious … Continue reading What Big Data experts thought the world would look like in 2020

The benefits of service recovery on Social Media

Many customers see social media as a quick way of solving problems that they experienced with their purchases. Yet, research in the airline industry shows that companies are reluctant to handle complaints on that channel.   This is a very short-sighted reaction, because many of those customers that complained on social media, and didn’t get … Continue reading The benefits of service recovery on Social Media

Sentiment analysis of baseball stadium reviews

I was cleaning my inbox over the Christmas break, and saw a 2017 message from someone working at company called reviewtrackers. He wanted to draw my attention to some interesting work that he had done at the company, analysing 130,000 online reviews of major league baseball stadiums (since the message, he seems to have left … Continue reading Sentiment analysis of baseball stadium reviews