Innovation Talk Series #10 was held on 17 July 2019 by XMUM Innovation Center to give an insight on the emergence of artificial intelligence (AI). It also informed audiences about the opportunities and challenges of adopting AI into businesses. This public talk is hosted by Dr. Beh Yean Shan from XMUM.

Dr. Laszlo Sajtos was invited as a guest speaker to the public talk. Dr. Laszlo Sajtos is an Associate Professor of Marketing from the University of Auckland Business School (New Zealand) and an Adjunct Research Fellow at Curtin University (Australia). His research focuses on customer relationship management, complaint management and service recovery. He is also an Associated Editor of the Journal of Service Theory and Practice.

In his speech, he talked about the emergence of AI and its combination with ‘”Big Data” which will drive the next phase of economic development. According to Dr. Laszlo, the adoption of technologies such as service robots, chatbots, digital assistants and IoT devices represents significant opportunities and challenges for businesses, although they will not create immediate benefits for companies in the near future. In order for companies to leverage these technologies as a source of competitive advantage, they need to understand the joint effect of these technologies on their business, employees and customers. This talk focused on the potential role and implications of these technologies with regard to building and managing relationships between brands, employees and customers.

Dr. Laszlo Sajtos was presenting to the audience during his public talk.

Dr. Laszlo Sajtos was presenting while engaging with the audience.

Dr. Beh Yean Shan (left), Lecturer of Academic Management was presenting a token of appreciation to Dr. Laszlo Sajtos (right).