Resource on the sociology of artificial intelligence and algorithmic decision making

In my process of learning about artificial intelligence, and reflecting on its implications for society (and marketing, as part of it), I came across the work of Zeynep Tufekci. She works on the sociology of technology, for instance the social consequences of algorithmic manipulation, or how people in power use artificial intelligence to manipulate us:   … Continue reading Resource on the sociology of artificial intelligence and algorithmic decision making

Talk by UK Country Manager for Amazon, Doug Gurr

Amazon is much maligned for the effect it has on small retailers (not just bookstores), how it treats its warehouse workers, tax avoidance and other controversies. But one thing is true: it has amazing customer service.   I have been on the receiving end of great customer service from Amazon on numerous occasions and, again, this … Continue reading Talk by UK Country Manager for Amazon, Doug Gurr

Workshop on Artificial Intelligence in Marketing

The talented Daniela Castillo and I are organising a workshop on Artificial Intelligence in Marketing. Our aim is to bring together 12 participants for in-depth discussions about: Developments in Artificial Intelligence What this means for marketing – e.g., in terms of customer behaviour, marketing strategy, and even the role of marketing and marketers Methodological issues … Continue reading Workshop on Artificial Intelligence in Marketing

Their social lives are not better than yours

Christmas can be a very difficult time of the year for many. For instance, there are the memories of loved ones lost, there are financial pressures, and there are the physical and emotional labour of family get-togethers. Plus, everywhere we turn – in the movies, magazines, stores, the street and, of course, social media - … Continue reading Their social lives are not better than yours

November 2017 round-up

Jeez, the days and weeks seem to roll into each other, faster and faster, as we approach the end of the year!   They say that time flies when you are having fun, and I sure had some fun this month. We had some friends around for Bonfire Night. Then, I went to London with … Continue reading November 2017 round-up

When loyalty programmes backfire: loyalty, entitlement and complaints

Disappointed customers complain. And while really loyal customers may be more forgiving that others, when they do feel disappointed and complain, they are particularly difficult to recover. These general truths of business make it particularly important to understand disappointment in loyal customers.   Researchers Xiaofei Li, Baolong Ma and Chen Zhou conducted a study about … Continue reading When loyalty programmes backfire: loyalty, entitlement and complaints

A trip down tech-memory lane: my 2002 report on interactive TV

When I was looking for an old file on my laptop, recently, I stumbled upon a report that I co-authored, 15 years ago, about interactive TV.   Digital television (as opposed to analogue TV) had been around for just over three years, and interactive TV (i.e., digital TV with a return path from the consumer to … Continue reading A trip down tech-memory lane: my 2002 report on interactive TV