Customer Experience

15 Aug 2026

The B2B measurement crisis isn't about data. It's about trust

When leadership stops trusting marketing’s numbers, everything that depends on those numbers, including budgets and staffing, starts to erode with it

Emotion is the most underused signal in customer experience

13 Aug 2026

Instead of analysing sentiment after the fact, organisations should use emotion as a live signal to shape journeys in real time

Why enterprise AI depends on better conversations

13 Aug 2026

Enterprise AI creates the greatest value when participating in the key conversations that drive the business: those with customers

The customer service script everyone dreads - and how AI can finally retire it

07 Aug 2026

Citizen experience is fundamental to protecting vulnerable people, maintaining public trust, and delivering better outcomes with finite resources

Why AI leaders keep getting the public conversation wrong

07 Aug 2026

AI industry leaders often speak about profound economic and social change in language that feels detached from the people who will experience it

29 Jul 2026

Want faster business growth? Stop treating marketing as a support function

Despite the commercial value it creates, marketing is still too often seen as a support function rather than a driver of business growth

Trust can't be automated. Everything else can.

27 Jul 2026

When everyone has access to similar technology, what are you actually competing on?

Stop treating “older” as a personality

24 Jul 2026

Any company trying to reach the 65-plus generation should think carefully about how they avoid making inappropriate assumptions about their desired audience

Brand infringement: the business risk nobody can price

22 Jul 2026

The threat from counterfeiting and brand abuse is real and growing, but it is hard to measure, so it is often underfunded next to risks that can be priced

Why Credit Card Instalments and BNPL can co-exist

20 Jul 2026

Instalment payment has two different categories: products that issue new credit at checkout, and card-linked instalments which use credit a shopper already has

Emotional intelligence remains the real growth advantage

16 Jul 2026