Insights & Writing

Notes on CX, AI & the algorithm of loyalty

Long-form thinking from my LinkedIn, where I unpack what really moves customer experience.

Strategy Jan 2026 · 8 min read

Customer-Centricity Is Not a Mindset. It’s an Algorithm.

That gap between intention and experience is what made me pause. And it is the reason I created The CX Algorithm podcast.

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Latest articles

CX 8 min read

Channels Are Delivery Mechanisms. Journeys Are the Product.

There is a phrase I hear in boardrooms constantly. Every time I hear it, I tell myself I should reward myself with a treat. That phrase is "channel strategy." Not because channels don't matter. They do. Your app has to work. Your website has to be good. Your contact centre has to function. But the moment an organisation starts using channels as the primary unit of design, investment, and accountability — something quietly breaks. And the customer feels it long before leadership does.

May 2026 Read article →

AI 8 min read

Everything Is an Optimisation Problem — Including Your CX Strategy

Reflections from my conversation with Mohamed Soliman, Regional VP at Energy Exemplar, on The CX Algorithm Podcast.

Apr 2026 Read article →

CX 5 min read

The three pillars of unbeatable CX: ease, authenticity, and trust

What does it take to survive — and thrive — through the internet boom, the booking.com wave, and now the rise of agentic AI? I recently sat down with Kate Couling, co-founder of World Journeys, a bespoke travel agency operating out of New Zealand for over two decades. The answer she gave me wasn't about technology, pricing, or marketing. It came down to three words: ease, authenticity, and trust.

Mar 2026 Read article →

Leadership 7 min read

The Hidden Architecture of CX: Body, Mind, and Soul

Customer experience is ultimately delivered through thousands of small human decisions. A frontline employee deciding how far to go for a customer. A manager interpreting signals from frustrated clients. A team navigating pressure while trying to resolve a difficult situation. When those human systems are healthy, organisations consistently deliver remarkable experiences. When they are not, even the most sophisticated technology struggles to compensate.

Feb 2026 Read article →

AI 6 min read

Back to the Middle: Engineering Customer Experience in the Age of AI Agents

The recent surge in conversation around AI agents has done more than introduce a new technology trend. It has unsettled long-held assumptions about how digital value is created and delivered. Analysts are now openly debating whether the multi-billion-dollar Software-as-a-Service (SaaS) industry could be facing an existential reckoning as AI systems and autonomous agents advance rapidly

Feb 2026 Read article →

AI 7 min read

Beyond the AI Hype: Why Augmentation Not Automation Creates Value

The AI technology is impressive, accessible, and often genuinely useful. But as enthusiasm accelerates, many organisations are discovering an uncomfortable gap between expectation and reality. Despite their heavy investment, real value remains elusive.

Jan 2026 Read article →