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Customer Experience

AI is not a replacement for human creativity
14 Jul 2026

AI is not a replacement for human creativity

Efficiency and effectiveness have never been the same thing, even if the marketing industry has increasingly treated them as though they are
AI, Large Action Models and customer experience

AI, Large Action Models and customer experience

06 Jul 2026
Large Action Models are reshaping business AI by coordinating actions and outcomes across the customer journey
Designing successful challenger brands

Designing successful challenger brands

02 Jul 2026
The question for challenger brands is no longer "How do we grow?" It’s "What are we creating that a global player could never build?"
AI in the contact centre industry

AI in the contact centre industry

17 Jun 2026
AI agents often run on a usage-based cost model. Every interaction has a cost attached to it. The more you use it, the more you pay
Making sense of paid media with cost-per-sale marketing

Making sense of paid media with cost-per-sale marketing

17 Jun 2026
The economics of paid media has shifted sharply, forcing a strategic rethink for many retail and e-commerce businesses
Is bigger always better?
12 Jun 2026

Is bigger always better?

There is a key challenge facing leaders contemplating mergers: at what point does scale undermine the qualities that make brands valuable in the first place?
AI, product visibility and retail conversions

AI, product visibility and retail conversions

11 Jun 2026
With AI, product evaluation can happen before customers reach a retailer’s site: product information has to work harder and earlier in the buying journey
Building public trust

Building public trust

11 Jun 2026
Consumers do not grant institutions trust because they are established. Credibility is judged less by status and more by transparency, clarity and honesty
Search engine marketing in new markets

Search engine marketing in new markets

04 Jun 2026
In today’s search environment, visibility is no longer guaranteed simply by entering a new market. It has to be built into the foundation
Skin in the game: success as an entrepreneur

Skin in the game: success as an entrepreneur

01 Jun 2026
The most successful entrepreneurs build from a foundation of knowledge that cannot be gleaned from surveys and interviews
Metrics: vanity or value
28 May 2026

Metrics: vanity or value

Business numbers really show business health, rather than simply creating the comforting illusion of momentum
Machine readable content

Machine readable content

28 May 2026
Brands that fail to present consistent, structured information risk being lost in translation as AI systems attempt to compare products across borders
The weaknesses of traditional research

The weaknesses of traditional research

21 May 2026
Businesses face a major risk if they trust models that miss direct observation of what is happening on the floor of a factory or within a company’s operations
The continued rise of Buy Now Pay Later

The continued rise of Buy Now Pay Later

20 May 2026
The consumer credit experiences offered by a BNPL app and the equivalent instalment product offered by a high-street bank are converging
Targeting advertising with AI

Targeting advertising with AI

19 May 2026
Targeted advertising is a clear beneficiary of AI and recent advancements are fundamentally changing how campaigns are planned, delivered and measured

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