Research

I am interested in the role of technology in interactions between firms and their customers. One stream of work looks at the impact of technology on customer insight, and includes projects such as ‘the potential of digital footprints for customer profiling’. The other stream looks at the impact of technology on targeted interactions, and includes projects such as the ‘role of social media in customer service’.

You can find a list of my publications here, and of my conference presentations here. If you would like to participate in, or learn more about, any of these research projects, contact me.