Articles
Writing
A short selection of articles and guest columns I'd still point people to. My research papers are on the Research page.
Selected
What I've written
Articles
- Why Word Clouds Harm Insights, on why the most common way to summarize customer comments misleads
- Sarcasm in Customer Feedback: How Common Is It Actually?, on the question I get asked at almost every talk
- Three Tips for Getting Started with Natural Language Understanding, for O'Reilly
Guest articles and columns
- Behaviour shift is needed, Institute of Directors New Zealand, Boardroom magazine, summer 2023 to 2024
- What customer feedback reveals about memorable frontline experiences, AskNicely
- Forbes Technology Council, articles as a council member
- CustomerThink, author page