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This research sought to examine the differential effect of chatbot banking artificial intelligence (AI) on consumer experience in the banking industry. A positivist paradigm was adopted to sample 389 consumers who were previously exposed to chatbot banking in Zimbabwe. A causal research design was employed whilst a quantitative approach was followed. In analysing data, the research study applied the structural equation modelling (SEM) technique. The authors found that chatbot banking significantly improves customer experience (CX) in the banking industry. Reliability and responsiveness of the chatbot need to be enhanced for effective improvements in CX. A need was also identified to enhance CX through the development of an ease-to-use chatbot which is embedded in everyday messaging applications of consumers. A significant association was also found between perceived benefits of chatbot banking and CX. This study informs the development of competitive advantage by banks and other related companies through AI-based CX management strategies. In times of pandemics and beyond, chatbot banking can be very instrumental in improving CX.

The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.

This study analyzes the digital competencies and the attitude toward the use of information and communication technologies (ICT) in secondary school teachers of the Javier Heraud Public Educational Institution, Lima, Peru, according to the technology, pedagogy, and content knowledge (TPACK) model, which focuses on knowledge about technology knowledge (TK), pedagogical content (PK) and content knowledge (CK). This implies that it is important to take these components into account in the development of teaching work, in order to contribute to the quality of student learning, within the framework of the restrictions established due to the global health emergency. The study is based on the quantitative approach, type of correlational research and cross-sectional design, the sample consisted of 106 secondary education teachers, questionnaire was applied which were validated by five experts and its reliability was analyzed by the values obtained for Cronbach's alpha, for the digital competencies variable α = 0.861 and for the variable attitude toward the use of ICT α = 0.854. It has been shown that there is a relationship between digital competencies and the attitude toward the use of information and communication technologies in teachers of a Peruvian Public Educational Institution.

Many in the private and public sectors see headhunting as a “necessary evil.” A tour of investors, business schools, executive and supervisory board directors throws up unflattering descriptions. Accusations of “opacity” are probably linked to the industry’s duty of discretion. Other observers signal a need for improvement: “pumping the same names around,” “emphasis on reputation, not merit,” “lack of quality” and “low innovation.” The battle to professionalize is underway. We look at the avenues ahead for executive hiring, the demise of the “old boys’ network” and the need for diversity and sustainability in modern organizations. We present the difficulties of running a headhunting firm, and distinguishing factors of the best players. We argue that selecting a headhunter demands the same rigor as choosing a lawyer, and six areas of improvement for executive search firms. Unpacking the Spartan marathon to the boardroom, we reveal the surprising estimates of the number of new high potentials entering the market annually. We conclude by looking at possible blind spots on both sides of the hiring equation that can undermine company interests, and continue to examine the march to professionalize the executive search industry.

An earlier form of this chapter by the author was published in Dutch in “Bestemming Boardroom: over zoeken en gevonden worden” (Boom, Amsterdam, 2018) and in English (online) by the Amrop Partnership (2021) as “Destination Boardroom 3: Mapping the Executive Search World.”

Microenterprises (MEs) are vital to the growth and prosperity of economies around the world. All levels of society, from universities to national governments, have collaborated to improve the chances of survival and future growth of these businesses. The threat to life is serious, and unless concerted action is taken, the situation will spiral out of control. Policymakers and business leaders must work together to address the sustainability crisis. The study, therefore, set out to determine how various entrepreneurial skills (such as creativity, collaboration, networking, and risk-taking) affect the long-term viability of MEs. The overall objective of the study was to determine the importance of innovative problem-solving, collaboration, networking, and willingness to take calculated risks of microentrepreneurs for the long-term success of their businesses. A total of 274 microentrepreneurs in rural areas of the Ancash region of Peru were surveyed in the grocery, hardware, clothing, and food service sectors. The survival of the MEs was tested on four dimensions: innovation, leadership, networking, and risk-taking. According to the results, MEs managers can increase their longevity by cultivating creative skills, strengthening leadership as a key to business sustainability and survival, maximizing the use of networks to gain a market advantage and expand their customer base, and employing calculated risk-taking.

Purpose: The COVID-19 pandemic is the most severe threat we have faced since World War II. So far, there have been about 5 million recorded cases, with over 300,000 fatalities globally. The epidemic is also wreaking havoc on the corporate world. People are losing their jobs and money, and no one knows when normalcy will return. So, addressing the VUCA Leadership Strategies Model is important to get more insight into this topic.

Need for the Study: According to the International Labor Organization, the pandemic might cost 195 million jobs. Even when the immediate impacts wear off, the long-term economic impact will reverberate for years. All four volatile, unpredictable, complex, and ambiguous (VUCA) characteristics apply to the issues we confront due to the coronavirus.

Methodology: Changes caused by COVID-19 occur daily, and are unpredictable, dramatic, and quick. No one can predict precisely when the epidemic will end or when a treatment or immunisation will be available. The pandemic impacts many parts of society, including health care, business, the economy, and social life. There is no ‘best practice’ that enterprises may utilise to tackle the pandemic’s issues. The VUCA leadership strategy models will be discussed and compared in this research study.

Findings: In this moment of transition, leaders must adhere to their fundamental values, core purpose, and ambition for big, hairy, and audacious goals.

Practical Implications: In this chapter, VUCA leadership strategy models will be discussed in detail for pre- and post-pandemic scenarios and their impact on different sectors, which will be very important for researchers in the same field.