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Customer Experience

Universal acceptance: the key to language accessibility
03 Oct 2025

Universal acceptance: the key to language accessibility

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
Building marketing strategies with AI

Building marketing strategies with AI

02 Oct 2025
Without guidance, AI delivers generic, repetitive content. With strategic control, it becomes a force multiplier that will amplify and accelerate your marketing
Decentralising verification

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?

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

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

Misaligned metrics

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

The future customer and the move towards passwordless

18 Sep 2025
We’ve heard for years that a passwordless future is coming – and users are starting to expect it. However, the reality on many websites and services still lags behind
Infrastructure: foundation of a successful customer experience

Infrastructure: foundation of a successful customer experience

15 Sep 2025
To succeed, businesses must remould their foundations, moving from outdated technology stacks to a flexible, user-friendly infrastructure
Netflix's chief product officer Eunice Kim to leave

Netflix's chief product officer Eunice Kim to leave

11 Sep 2025
Netflix said on Wednesday that Eunice Kim, its chief product officer since 2023, will leave the company.
Don’t put shade on your distinctive brand assets

Don’t put shade on your distinctive brand assets

04 Sep 2025
Brand erosion is not inevitable, and even when assets have slipped into obscurity, they can be revitalised
The critical importance of accessibility
26 Aug 2025

The critical importance of accessibility

Accessibility needs to become part of your company’s DNA so that you are not losing customers to competitors with more accessible digital interfaces
Spotify flags price rises as it introduces new services, FT reports

Spotify flags price rises as it introduces new services, FT reports

25 Aug 2025
Spotify will raise prices as it invests in new features and targets 1 billion users, the Financial Times reported on Sunday citing the music streaming provider’s Co-President and Chief Business Officer Alex Norstrom.
American View: All big projects go awry; what matters is how you recover

American View: All big projects go awry; what matters is how you recover

19 Aug 2025
Strange as it might seem, I couldn’t wait to get to work this Monday. I was eager for someone to ask me how my weekend had gone because – hoo, boy! – I had me a hilarious story to share.
Accessibility beyond compliance

Accessibility beyond compliance

30 Jul 2025
Digital accessibility is a strategic imperative that can unlock new markets, drive innovation, and build sustainable competitive advantages
Rethinking the marketing role of physical mail

Rethinking the marketing role of physical mail

30 Jul 2025
The future of mail is about bringing physical and digital together intelligently to meet the demands of a more connected, compliant, and customer-focused world

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