Sven Mikolon

Sven Mikolon is an Associate Professor of Marketing and Co-Director of the Gandhi Centre for Inclusive Innovation at Imperial College Business School. His research bridges organizational psychology and consumer behavior, focusing on the customer-company interface. He holds a doctoral degree in business administration from Ruhr-University of Bochum, Germany.

• Education: Business Administration and Economics (Ruhr-University Bochum, Germany)
• PhD in Business Administration (Ruhr-University Bochum, Germany)

His research explores AI applications in customer interactions (e.g., AI-driven fundraising for nonprofits) and service complexity in frontline contexts. Notable findings include cognitive resource dynamics under service complexity and strategies to mitigate stigma in employee-customer interactions. He serves on the editorial board of the Journal of Organizational Behavior and reviews for top journals like the Journal of Marketing and Journal of Service Research.

Key projects include optimizing donor outreach via explainable AI, increasing nonprofit profits by 12% (£500,000). He also studies racial dynamics in frontline encounters and stigma management in professional services.

Labs/Teams: Gandhi Centre for Inclusive Innovation, AI at the Customer-Company Interface Initiative.