Jochen Wirtz
What happens when customer-facing service AI replaces, augments, or competes with human service workers — and what kinds of evaluation that change actually requires.
Wirtz has spent his career on service marketing and, more recently, on service AI: the research line that asks what the deployment of chatbots, robots, and AI agents into customer-facing roles does to customer experience, trust, and brand perception. The discipline he comes from cares about evaluation methodology at the level customers actually experience — survey instruments validated across cultural contexts, longitudinal effects on brand loyalty, the difference between satisfaction at first interaction and satisfaction after the system fails. For ai100, which evaluates how AI engines shape what users hear about brands, service-AI literature is the closest precedent for measuring the customer-side of that exposure.