Keynote Speakers

Prof Ming-Hui Huang

Distinguished Professor, Department of Information Management, National Taiwan University, Taiwan
Distinguished Research Fellow, Centre for Excellence in Service, Robert H. Smith School of Business, University of Maryland, US
International Research Fellow, Centre for Corporate Reputation, University of Oxford, UK
Chair, INFORMS Service Science Section
SERVSIG Officer for Asia, American Marketing Association (AMA)


Ming-Hui specializes in the strategic applications of artificial intelligence (AI) in service and marketing. Her recent work on “AI in Service” (published in Journal of Service Research, a top service journal) received two major awards in 2019—the best article award of the journal and the best service article award by the SERVSIG of AMA.

She is a pioneer on AI strategies and has a series of papers and book on this topic, including how AI can be used collaboratively by firms and consumers in various areas of marketing, how to use AI to engage consumers in the service journey (Journal of Service Research 2020), how the next generation of AI will give rise to the Feeling Economy, and how to manage it (California Management Review 2019).

Some of her recent publications include “Engaged to a Robot? The Role of AI in Service”, Journal of Service Research (2020),The Feeling Economy: Managing in the Next Generation of AI“, California Management Review (2019) and “Artificial Intelligence in Service”, Journal of Service Research (2018, Best Article Award and SERVSIG 2019 Best Services Article Award).

Ming-Hui will be exploring roles of AI in relationship marketing in her keynote at ICRM2021.


Professor of Strategic Marketing, Henley Business School

Founder & Director, The Henley Centre for Customer Management

Moira is a leading expert in the area of Strategic Customer Management; her main areas of research and consulting are in Customer Management, Customer Centricity, Customer Experience and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of culture and climate, its impact on retention and loyalty, and the critical linkages between employee behaviour and customer retention.

She has researched and published widely on Customer Management, Relationship Marketing, Customer Experience and Service Excellence. Publications include for example, the Academy of Marketing Science, Journal of Retailing, International Journal of Management Reviews and the Journal of Relationship Marketing, amongst many others. She is also co-author of ‘Relationship Marketing for Competitive Advantage: Winning and Keeping Customers’ and ‘Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

Moira is a sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

The Henley Centre for Customer Management, of which Moira is Director, develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management

Moira’s keynote will examine the development and future of customer experience.


Prof Bernd Stahl

Professor of Critical Research in Technology, De Montfort University

Bernd Carsten Stahl is Professor of Critical Research in Technology and Director the Centre for Computing and Social Responsibility at De Montfort University, Leicester, UK. His interests cover philosophical issues arising from the intersections of business, technology, and information. This includes the ethics of ICT and critical approaches to information systems. A current focus is the application of ethics to the Human Brain Project where Bernd is putting in place a cutting-edge research infrastructure that will allow scientific and industrial researchers to advance knowledge in the fields of neuroscience, computing, and brain-related medicine. The ‘ethics and society’ programme of this large-scale Europe-wide project promotes Responsible Research and Innovation (RRI) over a range of areas including data governance, compliance, dual use and Artificial Intelligence. You can read mode about this work on Ethics Dialogues blog

Bernd’s keynote will appraise the key issues that arise for the advancement of thinking around ethics to our contemporary technology-enabled business relationship and marketing contexts.


Dr Dave Chaffey

Digital Strategist & Co-founder, Smart Insights

Digital Strategist Dr. Dave Chaffey is co-founder and content director of marketing publisher and learning platform Smart Insights. Dave is editor of the 100+ templates, eBooks and courses in the digital marketing resource library created by our team of 25+ digital marketing experts. Their resources are used by premium members in more than 100 countries to plan, manage and optimise their digital marketing. Dave is a keynote speaker, trainer and consultant who is author of 5 bestselling books on digital marketing including Digital Marketing Excellence and Digital Marketing: Strategy, Implementation and Practice. In 2004 he was recognised by the Chartered Institute of Marketing as one of 50 marketing ‘gurus’ worldwide who have helped shape the future of marketing.

In his keynote, Dave will highlight the contemporary issues on the use of social and platform-based ICTs, relevant to their application for relationship management and marketing.