Decoding the future of Customer Experience
Personal Agent Protocol promises better connections between businesses and customers' AI assistants. Our experiments with Muse and Tasks in Gemini reveal the work still needed to get the full offer across.
What do B2C businesses need to rethink as customers hand more of their journey to Personal AI?
Intermediated CX - The era of the Agent-in-the-Middle.
Say you're a credit card issuer, and one of your cardholders has three things running with you at once. A disputed charge they're chasing. This month's statement, just issued. A replacement card in th
Why a powerful channel can't find its rung — and what CX teams should do about it in 2026?
WhatsApp’s move to usernames and BSUIDs is a massive leap forward for consumer privacy, letting users hide their phone numbers behind a handle. But for businesses, it breaks one of the oldest shortcut
WhatsApp has quietly become one of the most important customer interaction channels in the world. Meta CEO Mark Zuckerberg told investors in 2025 that WhatsApp now has more than 3 billion people using