Join me this Wed, Feb 10, 3 pm (UK): “How to improve the world, on a small budget” webinar

This week, I am joining a webinar discussion about Navjot Sawhney’s experience of running the social enterprise “The Washing Machine Project”. We reflect on what other businesses seeking to put people and the planet before profit may learn from Sawhney’s experience, as well as broader lessons for entrepreneurs working with a very small budget. This is … Continue reading Join me this Wed, Feb 10, 3 pm (UK): “How to improve the world, on a small budget” webinar

“Coping with chatbot service failure” webinar, 15th September, free

I am delivering a guest talk at BML Munjal University (India) on how customers react to failed service interactions with chatbots. Chatbots promise to deliver better customer experience through the collection and use of customer insight, and at a fraction of the cost of staff-based customer service. However, interactions with chatbots often fall below customer … Continue reading “Coping with chatbot service failure” webinar, 15th September, free

May 2020 round-up

Earlier this month, during one of my runs, I spotted a beautiful mirror, in a skip, outside the flower shop. I took a photo for my “Today’s run” series. But, then, I remembered Denise Agosto’s beautiful post about an abandoned coin on the pavement. In the post, she reflects on how the fear of the … Continue reading May 2020 round-up

Adapting to the new normal – Webinar

Yesterday, I joined a webinar to share my colleague Liyuan Wei and I are supporting a boutique hotel to adapt to the challenges presented by COVID-19.   The owner of the hotel very kindly joined us, too, to share his perspective – why he reached out to us, what he is getting from this collaboration, … Continue reading Adapting to the new normal – Webinar

Video from my Brunel Public Webinar Series: Mortgage market lockdown

Earlier this week, I participated in the public webinar series organised by the research office, at Brunel University London.   I discussed why we are experiencing a contraction in the mortgage market, now. Then, drawing on my research about customer screening in financial services, I reflected on how this contraction is likely to create vulnerability … Continue reading Video from my Brunel Public Webinar Series: Mortgage market lockdown