Thinking Essays on AI, CX, and behaviour

Ideas worth sitting with.

Essays on AI, customer experience, and the behavioural patterns that determine whether technology creates value or quietly destroys it.

Latest essay

Fluency Isn't Design. It Never Was.

June 2026 9 min read Conversation design

Generative AI makes AI conversations sound better. It doesn't make them work better. Why conversation design has never been more important — and what happens when organisations assume the model handles it now.

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Jun 2026
How to Book the Right AI Keynote Speaker.
The AI speaker market has flooded. Most of it is noise. A practical guide for event planners and conference organisers on what to ask, what to avoid, and how to find someone who will actually change how your audience thinks — not just give them a nice hour.
Event Planning · Speaking11 min
 Jun 2026
The Philippines BPO Knows More Than You Think. Start Listening.
Filipino contact centre agents absorb more real customer intelligence than any dashboard will ever capture. Most organisations treat that as a cost line. Here's what they're missing — and why BPOs need to stop defending and start advising.
Philippines · BPO8 min
 Jun 2026
MAS Doesn't Require On-Premise. It Requires Accountability.
A widespread misreading of Singapore's financial regulation is stalling AI in contact centres across the region. Here's what MAS actually says — and why the real blocker isn't compliance at all.
Singapore · Governance7 min
 May 2026
AI Doesn't Define Its Environment. It Inherits It.
Most AI in CX programmes don't fail because the model is wrong. They fail because the contact centre around it was never designed for what AI is now being asked to do.
AI in CX8 min
 Jun 2025
The Brain with Lipstick: Why We Keep Falling for AI
Give us a few blinking lights and a voice that speaks in complete sentences, and we'll give it a name, a personality, even a heart. The question isn't whether AI can feel. It's why we feel so much for it.
AI behaviour3 min
 May 2025
Why LLMs Get Lost in Multi-Turn Conversations
Even the most advanced AI models see a 39% performance drop in natural back-and-forth exchanges. New research reveals a critical blind spot every conversation designer needs to understand.
Conversation design2 min
 May 2025
AI in Customer Experience: Trends to Watch in 2025
2025 is the year brands will be held accountable for how well they're actually using AI. A shift from gimmicky chatbots to deeply embedded intelligence that transforms CX at its core.
CX strategy3 min
 Apr 2025
AI Isn't Replacing Us — It's Extending Us
At every major point of technological disruption, fear was the first reaction. The printing press. The calculator. The industrial revolution. And every time, the outcome wasn't extinction — it was evolution.
AI and work4 min
 Apr 2025
Are You Really Getting Value from AI?
Most organisations have some kind of AI initiative underway. But just using AI doesn't mean you're getting value from it. A practical framework for telling the difference — and what to do about it.
AI strategy3 min