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The rapid integration of Chatbots, co-pilots, and Generative AI (GenAI) is ushering in a transformative era for service operations, profoundly impacting customer engagement and operational excellence.
To empower both customers and service teams today, leaders and professionals need to understand this swiftly evolving landscape.
Join Henley's Nigel Spinks for a stimulating masterclass and Global MBA taster workshop that will explore the application and impact of GenAI on performance, productivity, and customer perceptions in today's fast-changing service environment.
Event information:
Date: Wednesday 27 August 2025
Time: 09:00–11:00 (Breakfast will be served from 08:30)
Venue: Henley Africa campus, 1 Witkoppen Rd, Paulshof
Cost: Free
Nigel's extensive research underscores the importance of strategic, human-centred adoption to fully realise the benefits of these new technologies while effectively managing associated risks and organisational change. During this session, Nigel will share insights from his work and teaching from Henley’s Global MBA programme.
About the speaker: Nigel Spinks is a lecturer in the Digitalisation, Marketing and Entrepreneurship Department at Henley Business School. His primary teaching focus is on process, projects and operations management for the Global MBA programme, as well as pre- and post-experience undergraduate, corporate and executive courses. He also teaches research methods across other post-experience and postgraduate programmes. Before joining Henley, Nigel spent a decade in various technical, export sales, and marketing management roles within a start-up division of a multinational company based in Germany. Before his civilian career, he served as an army officer for 10 years in both command and staff roles.
Nigel holds a degree in history from Fitzwilliam College, Cambridge, and a degree in economics and mathematical sciences. He earned his MBA from Henley, completing a dissertation on strategic innovation in the financial services industry. His research interests include process governance, innovation, and the sociology of skill, and he is the co-author of the book Management Research: Applying the Principles of Business Research Methods, published by Routledge and now in its second edition. In his spare time, Nigel directs a small, specialist publishing company.
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