Current Research Themes
In collaboration with our partners we have developed a research programme which addresses some of the key challenges facing organisations as they undergo digital transformation.
Strategise
- How can organisations formulate a successful digital transformation strategy by leveraging AI as a transformative strategic asset?
- What phased decision-making framework can guide organisations from selection to scaled deployment of AI agents, ensuring strategic alignment, trust, and sustainable value realisation?
Design
- How can AI help companies to design new services and experiences?
- What design principles govern the effective integration of GenAI artifacts into service design workflows?
- How can interactions of Human-AI hybrids in physical environments be orchestrated to facilitate the exchange of ideas and information? What mechanisms shape the alignment of contributions in Human-AI hybrids?
Deliver
- How can AI automatically manage CX to enable a seamless and personalised experience?
- What organisational, technological, and human factors enable or inhibit the adoption and scaling of AI agents across different business contexts?
- How can autonomous AI agents be orchestrated to maximise organisational value while mitigating risks associated with user scepticism or unchecked enthusiasm?