Customer Experience

23 Dec 2025

The risk of waiting for AI regulation

The gap between AI’s evolution and regulatory frameworks isn’t a reason to delay action: it is precisely why organisations need to move faster

Why voice is paramount in the age of AI

23 Dec 2025

For all the advances in chat, email and bots, people turn to voice when it really matters, whether frustrated, confused or in need of real empathy

The new rules of brand trust

14 Nov 2025

It is no longer enough just to be visible. Trust, authority, credibility and human connection are becoming the strongest competitive differentiators

How to build trust in a polarised world

28 Oct 2025

Trust is built when a company’s identity stays anchored and its values hold steady, even as the world doesn’t

Universal acceptance: the key to language accessibility

03 Oct 2025

Language is the foundation of meaningful connection. Yet while billions are gaining Internet access, many still face barriers simply because their language isn’t supported

02 Oct 2025

Building marketing strategies with AI

Without guidance, AI delivers generic, repetitive content. With strategic control, it becomes a force multiplier that will amplify and accelerate your marketing

Decentralising verification

01 Oct 2025

Decentralised identity systems offer a trusted solution that allows users to verify their age without exposing any other personal data

Does AI help or hinder accessible communications?

30 Sep 2025

Accessibility isn’t just about compliance or checking boxes. It’s about recognising that the most effective communication is communication that works for everyone

AI and the evolution of search behaviour

26 Sep 2025

AI makes mistakes fast; but it also scales learning and correction faster than humans ever could

Misaligned metrics

22 Sep 2025

C-suite and call centre agents need new metrics to address performance in CX, eliminating blind spots for the boardroom and daily friction at the frontline

The future customer and the move towards passwordless

18 Sep 2025