“Coping with chatbot service failure” webinar, 15th September, free

I am delivering a guest talk at BML Munjal University (India) on how customers react to failed service interactions with chatbots. Chatbots promise to deliver better customer experience through the collection and use of customer insight, and at a fraction of the cost of staff-based customer service. However, interactions with chatbots often fall below customer … Continue reading “Coping with chatbot service failure” webinar, 15th September, free

July 2020 round-up

Last month, I wrote that “all going well, we will be moving at the end of July (please keep your fingers crossed for me – I really need things to not go pear shaped, this time)”. One month later, I am happy, delighted, ecstatic to let you know that we did move! Hooray. I am … Continue reading July 2020 round-up

Someone else’s reflections on my use of technology

Earlier this year, I wrote a blog post sharing some thoughts I had had (largely, of disappointment) related to my own use of technology. In that post, I noted how the iWatch had become more and more a part of my daily life; how I had mistrusted a human being for trying to bypass the … Continue reading Someone else’s reflections on my use of technology

June 2020 round-up

I hope you continue to do OK during these strange times. I am healthy and content, though I am struggling with the passage of time. On the one hand, I can’t believe that just over 4 months ago I was doing X or believing in Y completely different from today – it feels like many … Continue reading June 2020 round-up

I’d rather not be anti-racist. But I have to. And you do, too.

[Note: this is why I am capitalising the words “Black” and “White” in this blog post] There is a very big difference between not being racist, and actually being anti-racist. Not being racist comes naturally to most people. Usually, you don’t really have to do much. You just need to not judge someone’s … Continue reading I’d rather not be anti-racist. But I have to. And you do, too.

May 2020 round-up

Earlier this month, during one of my runs, I spotted a beautiful mirror, in a skip, outside the flower shop. I took a photo for my “Today’s run” series. But, then, I remembered Denise Agosto’s beautiful post about an abandoned coin on the pavement. In the post, she reflects on how the fear of the … Continue reading May 2020 round-up

April 2020 round-up

To be honest, I was a little bit nervous about doing my monthly review. On the one hand, I really wasn’t looking forward to re-read daily-entry after daily-entry about being in lockdown, like when I was wondering how to do an Easter egg hunt in the flat. On the other hand, I felt that whatever … Continue reading April 2020 round-up

Day in the Life of an Academic #10: In lock-down

A peak into a day that was anything but ordinary: April 1st, a Wednesday, halfway through the second week of lockdown in the UK. I got up just before 8 am, which is very late for me. Normally, by now, I would be getting ready to leave the house to drop the kiddo in … Continue reading Day in the Life of an Academic #10: In lock-down

March 2020 round-up

At the beginning of the month, I wrote in my journal that March would be a month in two halves. And it was. But not at all as I had imagined it would be. To be fair, my months rarely pan out as planned. But, boy, has this month been unexpected?! The first half … Continue reading March 2020 round-up