Featured Session: In Praise of Friction

Mar 16, 2022

11:30am – 12:30pm CT

Dr. Renée Richardson Gosline is a Senior Lecturer in the Management Science group at the MIT Sloan School of Management, and the lead Research Scientist in the Human-AI Interaction group at MIT's Initiative on The Digital Economy. She is an expert on the intersection between behavioral science and technology, and the implications of AI for cognitive bias in human decision-making.
In 2020 Renée was named a Digital Fellow at Stanford’s Digital Economy Lab. She is also a 2020 honoree on the Thinkers50 Radar List of thinkers who are “putting a dent in the universe,” and has been named one of the World’s Top 40 Professors under 40 by Poets and Quants. She is a leading thinker on the science of Customer Experience and her work has been published in academic journals and books, as well as international media outlets including PBS, The BBC, The Economist, NPR, Yahoo Finance, Forbes, and Psychology Today. She is currently writing a book (MIT Press, 2022), which examines how AI affects our lives, and the benefits and perils of our digitally-mediated judgments.
Renée’s research examines how technology affects human judgment and performance (as featured in her Tedx talk, “The Outsourced Mind”). She conducts experiments on how the presence of AI affects the judgment of human decisions, and the interplay of human and AI bias. Her projects have examined: how cognitive style predicts preference for AI versus human input; the interaction of digital brand status and placebo effects in performance; how consumers determine “real” from “fake” products; the circumstances under which customers perceive value in platforms; and the effects of storytelling in social media on trust and persuasion. Renée enjoys teaching MBA and Executive Education classes and has recently launched a highly-rated, sold-out 3-day Executive Education course called “Breakthrough CX (Customer Experience)” which covers CX strategy, AI ethics, and strategies for creating a culture of experimentation. She has also collaborated and consulted with a variety of organizations on CX and Leadership, including Goldman Sachs, Salesforce, IBM, Procter and Gamble, OECD, Johnson & Johnson, Analog Devices Incorporated, TD Ameritrade, and Capgemini. Prior to academia, she was a marketing practitioner at LVMH Moet Hennessy and Leo Burnett.
Renée serves on the Board of Directors of The Equity Alliance investment fund, the Board of Directors of the National Kidney Foundation, the Executive Board of the American Association of Advertising Agencies (4As) CX Council, and the Scientific Affiliate Board of the Behavioral Economics group Ideas42.
She received her Undergraduate, Master’s, and Doctoral degrees at Harvard University. She currently resides in Massachusetts with her husband, son, dog, and chickens.

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photo of Renée Richardson Gosline
Renée Richardson Gosline

Massachusetts Institute of Technology

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