The Dual CX Shift: When Both Sides Have AI
For fifty years, CX assumed the company controls the technology. That assumption is breaking. Customer-side AI is already in market — and almost nobody is designing for it.
ReadThinking
Where we work through ideas about customer service, AI, and the space between.
What If Mumsnet Sold Products?
Most organisations don't fail because of their data. They fail because they never define the deal with their customers.
ReadThe Four Roles Your Organisation Actually Plays
We asked 25 senior leaders what role their organisation plays in employees' lives. Every one could recite their values. Only one could answer the question.
ReadAgency, Autonomy, and the AI That Speaks for You
Most CX leaders are focused on the company's AI. But the real disruption is the customer's AI.
ReadMeasuring Movement Without Meaning
When things wobble — sales dip, call volumes spike, NPS flattens — the instinct is to act visibly. Dashboards. KPIs. Taskforces. It looks like control. But it's a trap.
ReadCX and Customer Service Are the Same Promise
In the tea ceremony, the person who designs the experience is the person who serves. There is no split.
ReadThe Middle of the Sentence
There's a particular kind of paralysis that settles over an industry in the middle of a technological shift.
ReadStanding Outside the Circle
I'm not aloof. I'm just not performing belonging.
ReadYour AI Is Only as Good as What You Feed It
Most companies are feeding their AI junk — stale knowledge articles, inconsistent agent responses, undocumented workarounds. A high-quality information diet isn't a nice-to-have.
ReadStop Hiring Chatbot Implementation as a Personality Trait
Rolling out a chatbot isn't leadership. It's procurement. The real value of AI in service isn't the interface — it's the data.
ReadThe Outsourcing Model Nobody Wants to Talk About
Most outsourcers aren't incentivised to fix customer problems. Their business model relies on volume. More contact, more revenue.
ReadOne Engine, Six Deployments
The same platform engine serves company services and human services. The per-deployment differences are configuration, not architecture. Build once, deploy for any context.
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