The Yale Center for Customer Insights is excited to announce our upcoming session of the Learning from Leaders (LFL) Webinar Series on Tuesday, October 19, 11:00am-12:00pm EST. The series will feature leaders in academia and industry across marketing functions sharing their expertise on the changing world of marketing and insights and will be open to the general public. Advance Registration is required.
Human decisions are increasingly mediated by technology, as we navigate input from “artificially-intelligent” recommendation systems and outsource cognitive load to algorithms. Enabled by this digital transformation, firms have extolled the virtues of “frictionless” experiences – removing impediments and requiring less deliberation in decision journeys. Senior Lecturer in the Management Science group at the MIT Sloan School of Management, and lead Research Scientist in the Human-AI Interaction group at MIT's Initiative on The Digital Economy, Renée Richardson Gosline will explore some of the factors that affect people’s perceptions of algorithmic input, and how adding friction may actually be beneficial for minimizing harm and sharing value in customer experiences.
Renee Richardson GoslineSenior Lecturer in the Management Science group at the MIT Sloan School of Management
Renée Richardson Gosline is a Senior Lecturer in the Management Science group at the MIT Sloan School of Management, and the lead Research Scientist in the Human-AI Interaction group at MIT's Initiative on The Digital Economy. She is an expert on the intersection between behavioral science and the implications of AI for cognitive bias in human decision-making. In 2020 Renée was named a Digital Fellow at Stanford’s Digital Economy Lab. She is also a 2020 honoree on the Thinkers50 Radar List of thinkers who are “putting a dent in the universe,” and has been named one of the World’s Top 40 Professors under 40 by Poets and Quants. She is a leading thinker on the science of Customer Experience and her work has been published in academic journals and books, as well as international media outlets including PBS, The BBC, The Economist, NPR, Yahoo Finance, Forbes, and Psychology Today. She is currently writing a book (MIT Press, 2022), which examines how AI affects our lives, and the benefits and perils of our digitally-mediated judgments. Renée has collaborated and consulted with a variety of organizations on CX and Leadership, including Goldman Sachs, Salesforce, IBM, Procter and Gamble, OECD, Johnson & Johnson, Analog Devices Incorporated, TD Ameritrade, and Capgemini. Prior to academia, she was a marketing practitioner at Leo Burnett and LVMH Moet Hennessy. She received her Undergraduate, Master’s, and Doctoral degrees at Harvard University.