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?
Category: Marketing in everyday life
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
The potential of AI for customer facing applications
There is considerable interest regarding the potential of AI for various customer facing tasks, from market prospecting, to sales and after-sales. But there are also considerable technical limitations to keep in mind, when planning the deployment of AI-powered solutions to carry out tasks that have a direct impact on the customer experience. If deployed in … Continue reading The potential of AI for customer facing applications
[Miscellany] ebay podcast, welcoming complaints, and new life stage
ebay: more about b2c than c2c If I say ‘ebay’, what image comes to your mind? A place to offload items that you no longer need, or even that unwanted Christmas gift? Or, perhaps, the opportunity to buy nearly new items that other people outgrew, or fell out of love with? If, like me, … Continue reading [Miscellany] ebay podcast, welcoming complaints, and new life stage
Customer service via Twitter – what a missed opportunity for airlines
Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from) other users. Yet, not all firms seem to be embracing it. Research by Priyanga Gunarathne, Huaxia Rui and Abraham Seidmann, looking at how … Continue reading Customer service via Twitter – what a missed opportunity for airlines
[Miscellany] Marketing online, confusing adverts and podcast recommendation
Online marketing vs. marketing online Preparing materials for a new semester of teaching, and this blog post from Seth Godin came to mind: Too much going on There is so much going on in this advert... A snack that is meant to be for lunch. A can that fits in a pocket but is meant … Continue reading [Miscellany] Marketing online, confusing adverts and podcast recommendation
Ana Canhoto 