Today our guest is Dr Roland Rust.
Roland is Distinguished University Professor and holds the David Bruce Smith Chair in Marketing at the Smith School of Business, University of Maryland, College Park, the first business professor to be named a Distinguished University Professor at Maryland. He is one of two people who have been named a Fellow of both the American Marketing Association and the European Marketing Academy.
He founded the annual Frontiers in Service Conference as well as the Journal of Service Research. He is Executive Director of the Center for Excellence in Service and the Center for Complexity in Business. He holds a visiting position at Erasmus University and is an International Research Fellow at Oxford University. His lifetime achievement honors include the AMA Irwin McGraw-Hill Distinguished Marketing Educator Award, inaugural Fellow of the AMA, INFORMS Society for Marketing Science Fellow, the Converse Award, the Distinguished Marketing Educator Award from the Academy of Marketing Science.
He is author of the book “The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy”. As machines are trained to “think,” many tasks that previously required human intelligence are becoming automated through artificial intelligence. However, it is more difficult to automate emotional intelligence, and this is where the human worker’s competitive advantage over machines currently lies. This book explores the impact of AI on everyday life, looking into workers’ adaptation to these changes, the ways in which managers can change the nature of jobs in light of AI developments, and the potential for humans and AI to continue working together. The book can be purchased here.
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