Customer Experience

01 Oct 2025

Decentralising verification

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

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

15 Sep 2025

Infrastructure: foundation of a successful customer experience

To succeed, businesses must remould their foundations, moving from outdated technology stacks to a flexible, user-friendly infrastructure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

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

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

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

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

19 Aug 2025