I started a compiling a list of data sources, reports and other resources related to the COVID-19 crisis and the likely consequences for businesses and consumers. This list is both to help me understand what is happening, and to help me have an informed opinion on what needs to be done to minimise the societal and economic … Continue reading Resources regarding the impact of COVID-19 on consumers and businesses
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
New paper: Organisational tensions arising from mandatory data exchange between the private and public sector: The case of financial services
While many aspects of life have come to a standstill, due to Covid19, others continue to play out. Some of those things feel very much out of context, when they arrive in my inbox, for instance – just like the sea shell that I found while emptying the pockets of my son’s school uniform jacket. … Continue reading New paper: Organisational tensions arising from mandatory data exchange between the private and public sector: The case of financial services
The new normal. How can I help you?
Today, is the first day of Spring. It is also the first day of what will be our new normal for a long time to come. The kiddo is starting home schooling today, and has a streamed class later on (though, right now, we are both on the sofa, not feeling our best). The teen … Continue reading The new normal. How can I help you?
How sharing photos on social media can improve well-being of older citizens
Last week I followed, briefly, the suggestions shared via the hashtag #Selfisolationhelp, on how to keep in touch with distant relatives, during the Covid19 crisis. By and large, the comments discussed different uses of digital technology to stay in touch with relatives and friends; with a great many of these focusing on older citizens, for … Continue reading How sharing photos on social media can improve well-being of older citizens
Role of robot appearance vs behaviour on users’ perception
Robots are increasingly playing a role in customer service – be it taking orders in restaurants, providing information in banks, or delivering items in hotels. For the investment in customer service robots to be worthwhile, though, customers need to enjoy interacting with them, and they need to trust them. A robot’s appearance has a key … Continue reading Role of robot appearance vs behaviour on users’ perception
February 2020 round-up
February was good. There were some moments of intense sadness, for instance, following the news that Caroline Flack had committed suicide. But, overall, February was a month with a definite sense of momentum at work, with several pieces falling into place. It was also a month with a sense of fun, which even included … Continue reading February 2020 round-up
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
Ana Canhoto 