Keynote Speech: Serving Customers with Feeling AI

Serving Customers with Feeling AI

Keynote Speech: 2023 GMC at Seoul


- Roland T. Rust 

Distinguished University Professor, David Bruce Smith Chair in Marketing, Executive Director, Center for Excellence in Service, University of Maryland

Co-author of ‘The Feeling Economy: How Artificial Intelligence is Creating the Era of Empathy’ (2021)

VP of Publications, American Marketing Association

- Ming-Hui Huang 

Distinguished Professor, National Taiwan University

Co-author of ‘The Feeling Economy: How Artificial Intelligence is Creating the Era of Empathy’ (2021)

Editor-in-Chief, Journal of Service Research


References

Huang, Ming-Hui and Roland T. Rust (2018), "Artificial Intelligence in Service," Journal of Service Research, 21 (2), 155-172.

Rust, Roland T. and Ming-Hui Huang (2021), The Feeling Economy: How Artificial Intelligence Is Creating the Era of Empathy, New York: Palgrave Macmillan.