Articles
Series: CX for AI
01 Conversational AI in CX
OCTOBER, 2024
Conversation is where empathy meets automation. This article explores how conversational AI can enhance engagement without eroding humanity — balancing efficiency with emotional intelligence in service interactions.
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02 The UX of Trust in AI
NOVEMBER, 2024
Trust is not a UX feature — it’s an architecture. This article proposes a roadmap for embedding transparency, fairness, and explainability into AI-powered customer journeys.
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03 AI-Driven Personalisation
NOVEMBER, 2024
Personalisation powered by AI can educate as much as it sells. This article discusses how financial brands use data and trust to empower young users through responsible, confidence-building personalisation.
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04 Industrial B2B Reinvented
NOVEMBER, 2024
AI is reshaping industrial B2B from efficiency to empathy. This piece explores how transparency, personalisation, and sustainability can turn long-cycle industries into adaptive, customer-centric ecosystems.
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05 Bridging the Gap: Why Product-First AI Fails—and How Service Design Fixes It
JANUARY, 2025
Most AI initiatives fail not because of the technology, but because they start with the product instead of the service. This article shows how service design reconnects people, processes, and data to create cohesive AI-driven experiences.
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06 What AI Reads of Us
May, 2025
We used to write for people. Now we write for algorithms that read us. This essay explores how AI becomes both reader and filter — reshaping what visibility, authorship, and authenticity mean in the digital age. (English/français)
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07 Designing Automated Savings Products That Build Trust
JUNE, 2025
Automation makes saving easier — but not necessarily safer. This article examines how financial institutions can design automated savings experiences that build emotional trust, ensure transparency, and turn algorithms into reliable financial partners rather than invisible black boxes.
(English/français)
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08 Beyond Clever: Designing AI Savings That Feel Safe
JULY, 2025
Automation may save money, but only trust saves relationships. This piece examines how fintechs can design AI-driven savings journeys that feel culturally aligned, emotionally safe, and transparently governed.
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09 Putting AI at the service of Inclusion
OCTOBER, 2025
Inclusive design is no longer a moral choice — it’s a competitive metric. This article explores how responsible AI can expand access, reduce bias, and redefine inclusion as a driver of performance and innovation. (English|français)
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10 Responsible AI
NOVEMBER, 2025
Responsible AI goes beyond regulation — it’s an art of coherence. This piece explores how ethical principles and practical tools can be transformed into lasting trust.
(English/français)
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11 FluxCraft - The Practice of Designing in Motion
NOVEMBER, 2025
When design turns into flow, coherence becomes the craft. FluxCraft shows how rhythm, reflection, and shared awareness can turn human–AI collaboration from acceleration into alignment.
(English/français)
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12 Beyond Activation: The New Scorecard for AI-Enabled Onboarding
COMING SOON
When onboarding becomes intelligence, readiness becomes the real performance. Beyond Activation shows how confidence, clarity, and inclusion turn AI-accelerated first moments into relationships built to continue.”
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