From AI assistant to AI colleague: Retail’s next CX leap
May 12, 2025
A quiet revolution you can watch in real time
Since ChatGPT launched, we framed AI as a helpful assistant
Loyalty
ChatGPT O3 and the new ceiling of machine intelligence
April 28, 2025
From May 2024 to today, the top AI score on Mensa’s IQ quiz jumped from 96 to 136—higher than 98%
Redesigning CX in 2025: the 5 critical frontiers businesses must conquer
April 28, 2025
In 2025, Customer Experience (CX) isn’t just about delivering satisfaction—it’s about minimizing friction.
From Aristotle to algorithms: How AI transforms our understanding of ourselves
April 9, 2025
Reality reveals itself in fascinating layers, much like the concentric layers of an onion, each inviting us to peel deeper
The role of blockchain in CX: building trust and transparency
April 2, 2025
In an era when customers demand transparency, security, and authenticity from the brands they interact with, businesses are constantly seeking
Embracing AI’s imperfections: Why ‘Less Wrong’ is the new ‘Always Right’
March 31, 2025
In my presentations about artificial intelligence (AI), the most frequent comment I receive is,
“Yes, but AI makes mistakes.”