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

Forthcoming talk on AI in customer service – March 10th, 6pm, Brunel University London

Next week, I am joining 5 other researchers and practitioners working in the field of AI, for an evening event, examining various use cases of AI, from law to the built environment, and including customer service.   In my talk, I will be sharing the early findings from a research project that investigates what frustrates … Continue reading Forthcoming talk on AI in customer service – March 10th, 6pm, Brunel University London

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

Funded post-doctoral opportunities to work with me

If you have completed your PhD, and are looking for a post-doctoral opportunity, take a look at these two funding opportunities.   The first opportunity is funded by the Grand Union Doctoral Training Partnership, with fellowships lasting for one year. There are restrictions regarding topics and candidate eligibility. So, do check the conditions, carefully. The deadline … Continue reading Funded post-doctoral opportunities to work with me

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