Reader in Marketing, Brunel University London
My research focuses on 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’.
When the ten year challenge began doing the rounds on social media, people rushed to post profile pictures of themselves from 2009, side by side with one from 2019, to highlight how much they had changed (or not) in the...