What Does ‘AI Experience’ Actually Mean?
Nearly one in ten UK job postings now mention AI or related tools. But if you’re one of the people
Interviews
Tag: customer experience
How AI is transforming the way organisations serve and support customers. These stories explore customer service, contact centres, personalisation and the balance between automation and human interaction.
Interviews
AI Should Be A Triage Nurse, Not A Nightclub Bouncer
For years, one of the measures of success for customer-facing technology has been how many conversations it can prevent from
In Practice
What Happens When Customers Bring Their Own AI?
A recent BBC report revealed that a complaint about a missed bin collection grew from a single page into a
Thinking
What Do We Actually Mean By Human-Centred AI?
Human-centred AI has become one of those phrases that appears almost everywhere.
Interviews
Why Customer Journeys Rarely Go To Plan
We often talk about customer journeys as though they’re linear.
