Published in QUT Chair in Digital Economy·Nov 16, 2017Future of Retail in the Digital EconomyI recently presented to a forum of retailers on the future of retail and asked them all a simple question: What is the biggest opportunity your organisation faces when it comes to the digital economy? …Retail5 min read
Published in QUT Chair in Digital Economy·Oct 13, 2017Banking with a chatbot: a battle between convenience and securitySoon, you will be able to check your bank balance or transfer money through Facebook Messenger and Twitter as banks experiment with chatbots. Companies like Ikea have used customer service chatbots for close to a decade. …Banking3 min read
Published in QUT Chair in Digital Economy·Sep 26, 2017The economics of self-service checkoutsSelf-checkouts in supermarkets are increasing as businesses battle to reduce costs and increase service efficiency. But looking at the numbers, it isn’t clear that self-service is an easy win for businesses. Self-checkouts aren’t necessarily faster than other checkouts and don’t result in lower staff numbers. …Ecommerce4 min read
Published in QUT Chair in Digital Economy·Sep 20, 2017When ‘it’s wrong, don’t do it’ doesn’t workConsumer deviance — theft, fraud, aggression — is a significant issue for managers and to date, the common ways of deterring these negative behaviours are to say “it’s wrong, don’t do it” or to say “you will be caught and punished”. …Science4 min read
