PhD Project: Evaluating Value Creation and Capture Tensions in AI Investments in Digital and Physical Touchpoints of the CX Journey

This project would explore investment tensions in AI prioritisation in different touchpoints in generating efficiency or service delivery benefits for consumers and organisations.

With increased investments and uses of AI there is still a general unawareness of how to assess the efficacy of these investments on enhanced customer or client services and how to design impactful experiences at singular touchpoint, channel or overall journey levels.

This multi-disciplinary research would have applications in commercial and public-sector service delivery contexts where value creation in improved service delivery for clients would also be mirrored by enhanced value capture outcomes for the respective organisation.

Student Requirements 2.1 Hons BSc, BBS, BCom in business or equivalent. Supervisor Dr. John Murray [email protected]

Self Funded (Scholarship not available. Fees & Materials to be paid by the student. Materials costs not significant)

If you are interested in submitting an application for this project, please complete an Expression of Interest. forms.office.com/e/0hCcrv2Gkp