Slides from “Coping with chatbot service failure” talk

Here are the slides from my (online) talk at BML Munjal University, earlier this month. This talk draws on my work on identifying how artificial intelligence can destroy business value, and specifically the empirical work developed my doctoral student Daniela Castillo (paper here; discussion here and here). The talk was followed by a Q&A, where participants … Continue reading Slides from “Coping with chatbot service failure” talk

What stops customers complaining to you

If customer complaints are part and parcel of doing business (and, even, are beneficial for you), then you really want to make sure that an unhappy customer will complain directly to you, instead of switching to a competitor or taking to social media to let the world know about their negative consumption experiences. This presentation … Continue reading What stops customers complaining to you

New presentation on slide share: 3 reasons to embrace negative customer feedback

Inspired by Mark Schaefer's podcast episode number 41 (get it here), I decided to convert one of my blogposts into a slide share presentation, to increase its reach. The original blogpost is here. And here is the presentation (which is also available here): I am very keen to hear your views: What do you think of this … Continue reading New presentation on slide share: 3 reasons to embrace negative customer feedback