Globally recognized expert in customer experience and AI at MIT Sloan
A globally-recognized thinker on how AI affects human judgment, Renée Richardson Gosline is an award-winning Research Scientist and Senior Lecturer at the MIT Sloan School of Management, and the head of the Human-First AI group at MIT’s Initiative on The Digital Economy. Named a Digital Fellow at Stanford’s Digital Economy Lab, Gosline has also been recognized as one of the World’s Top 40 Professors under 40 by Poets and Quants, and as “one of the brightest minds in AI” by Inc. Magazine in 2024. Her research specializes in AI CX strategy, creating a culture of experimentation, and Responsible AI. She is the author of the forthcoming book, In Praise of Friction.
Human-Centered AI for a Breakthrough Customer Experience
- Key principles of a successful customer experience strategy: Balancing data-driven insights with human emotion
- Finding the friction sweet spot: Why friction can be good and how to harness its power for a seamless customer journey
- Ethical AI and inclusive leadership: Strategies to craft unbiased, customer-centric experiences that resonate with all clients
- Cultivating a culture of innovation through behavioral science and human-centered AI