A newsletter using vivid scene-setting narratives to explore why AI in customer experience fails or succeeds, drawing on Conway's Law, behavioral economics and organisational design. Readers get analysis of fragmented AI roadmaps, integration gaps and how AI agents threaten friction-based revenue.

This newsletter argues that digital signage and interactive kiosks should be planned around the branch context, audience state, and intended next step rather than around software features. It uses bank branch examples and cost figures to show why kiosks fail without a defined purpose and measurable outcome.

A newsletter of first-person essays on using AI and good judgment in everyday professional work, with a focus on customer experience analytics. Issues pair concrete anecdotes and analogies with practical advice on presenting findings and getting more out of AI assistants like Copilot.

Jeroen thinks examines the security risks of converging AI, CRM, UCaaS and CCaaS into single customer contact platforms, and how trust and permissions shift when those systems merge. It also covers the weaknesses of LLM system prompts and prompt injection in retrieval-augmented systems, aimed at contact centre and enterprise AI practitioners.