Insights

Notes on conversational AI, digital transformation and the human side of technology.

10 Aug 2026

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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Fabiano Cruz stands on a red circular TEDx stage during a presentation at TEDx Leiria International School Youth. He wears a dark blazer, white shirt, light trousers, and white sneakers, holding a microphone and gesturing with one hand. Behind him are large red “TEDx” letters against a black backdrop. To the left, a screen displays the slide text: “Intelligence ≠ Consciousness.”

11 May 2026

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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21 Dec 2025

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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