This year at SERVSIG 2026 hosted by Universidade do Minho in Portugal a few members from the CSA team got to present their research.
Bingxin Yan presented her latest research on "Understanding Initial Trust in Agentic AI: Evidence from Solar Panel Services"
This research explores how customers form their perception and develop trust when interacting with autonomous Voice AI agents in service contexts.
As organisations increasingly deploy agentic AI to support customer journeys, understanding the drivers of initial trust and nudging becomes critical for successful adoption and long-term engagement.
Gautam Jha and Benjamin Biesinger presented their research about AI Strategy in services: Understanding adoption trajectories and leveraging learning organisation from piloting to institutionalisation of services.
Well done all 😀
