Channel 4’s “Deepfake Queen” video – Good idea, bad timing

It is a tradition, in the UK, for the Queen to address the nation on Christmas day, via a message which is broadcast on BBC. Another tradition is for Channel 4 (a commercial TV channel) to broadcast its “alternative Christmas message”, at the same time. The message usually flags a contemporary, social issue – such … Continue reading Channel 4’s “Deepfake Queen” video – Good idea, bad timing

Musical diary 2020

Here is the playlist of songs that marked my year. Unsurprisingly, 2020’s list is dominated by tunes that remind me of the Covid-19 pandemic, and of being in lockdown. For instance, Under Pressure reminds me of the four of us living, working, schooling, exercising, etc… in a small flat; and The Middle reminds me of … Continue reading Musical diary 2020

[Miscellany] Christmas is here, again

Just like that (or what feels like “just like that” to me – maybe for those working in health services it feels never ending), it is December, and Christmas is around the corner. Four days’ away, to be precise. And, after that, the New Year. If you live in the Western Hemisphere, and if you … Continue reading [Miscellany] Christmas is here, again

Understanding and solving opacity in algorithms

One of the key challenges presented by algorithms is its opacity – that is, the inability to see how the algorithm produced a specific output. For instance, the ability to see how a search engine algorithm ranks content; how credit rating algorithm ranks the characteristic of potential borrowers; or, how a self-driving algorithm ranks external … Continue reading Understanding and solving opacity in algorithms

Useful typology of the role of technology in service interactions

The paper entitled “Frontline Technology Infusion: Conceptual Archetypes and a Future Research Agenda” offers a useful typology for the role of technology in customer service. The paper was authored by Arne De Keyser, Sarah Köcher, Linda Nasr and Jay Kandampully, and the authors provide various examples of how technology may 1) have no role, 2) … Continue reading Useful typology of the role of technology in service interactions

November 2020 round-up

Blimey, I am tired! November is always a bit tricky for me, because of the lack of bright day light. However, this year I seem to be struggling a little bit more than usual. Though, it's hardly surprising when you are living through a pandemic, and your other half had an emergency eye operation*, right?!  … Continue reading November 2020 round-up

Algorithms are not all powerful, autonomous entities

Facebook contractors working on content moderation are, reportedly, being forced back into the office because Facebook’s attempt to use Artificial Intelligence for this difficult task failed. The open letter from those Facebook contractors states that: “Facebook tried using ‘AI’ to moderate content—and failed. At the start of the pandemic, both full-time Facebook staff and content … Continue reading Algorithms are not all powerful, autonomous entities

Holiday season 2020 – Consumers planning to spend less money on gifts and celebration; focusing on healthy, local, durable and quality items

My social media feeds are full of people getting started on their Christmas decorations. For some, it is something to do in the face of additional lockdowns or movement restrictions. For others, it is part of the desire to see the end of 2020, and usher in a new (hopefully, better) year. Earlier in the … Continue reading Holiday season 2020 – Consumers planning to spend less money on gifts and celebration; focusing on healthy, local, durable and quality items

Why customers complain vs praise a brand

Much has been written about the value of customer feedback, and what motivates people to either praise or criticise a brand / product / experience. Though, many of these studies tend to focus on either positive or negative feedback, rather than the whole range of reactions, and the role of different drivers in those reactions. … Continue reading Why customers complain vs praise a brand