Insights
Notes on conversational AI, digital transformation and the human side of technology.
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Big Tech’s personal AI agents still don’t have a visa to enter Europe
In six weeks, SpaceX, Meta, Manus and OpenAI launched personal AI agents, almost none of them available in Europe. A look at what each one does, what AI 2027 got right and the new AI 2040, with four questions every company should ask before letting an agent speak on its behalf.
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Brands with amnesia: why customer experience remains fragmented
Customer experience does not fail because of a lack of channels, but because of a lack of continuity. In a landscape where people and AI agents interact with brands through voice, apps and other contexts, preserving identity, history and intent is essential to building meaningful relationships rather than isolated interactions.
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AI can read emotions. Only humans can choose empathy.
Artificial intelligence can already recognise emotions, adapt its tone and deliver increasingly natural responses. But recognising emotional signals is not the same as feeling, taking responsibility or choosing to be present. This article explores the boundary between technological efficiency and human empathy, showing how AI experiences can automate repetitive work without losing the care that only people can provide.
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Embodied AI: when intelligence leaves the digital realm and begins to inhabit the physical world
Embodied AI is moving intelligence beyond screens and into the physical world, enabling machines to see, understand, move and act alongside people. This article explores how robotics, vision-language-action models and voice interfaces are reshaping operations, safety and user experience, while inviting us to rethink the relationship between human intent and technology.
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