2026: The Year of Compound Capabilities

2026 will be the year of compound capabilities, where companies stop launching fragmented initiatives and instead integrate technology, analytics, and culture into a unified system.

The defining question for CX in 2026 is not how to make experiences memorable, but how to make them meaningful and measurable at once.

The uncertainty principle of experience drives us to design systems that learn, respond, and remain human even as they scale.

Customer experience is shaped by rippling small interactions.The butterfly effect reminds us to design experiences that are personal and scalable.

Imagine booking a flight online. The ticket price looks reasonable, but by the time you reach checkout, extra fees for luggage, seat selection, and even […]

How AI and automation reshape what we still call “human experience” The ancient thought experiment of the Ship of Theseus poses a deceptively simple question: […]

Franz Kafka wrote stories where people struggled against systems that felt surreal and overwhelming. His characters faced processes that were endless, rules that were hidden, […]

Phenomenology in CX design shapes lived experience through embodiment, temporality, and AI, creating digital interactions grounded in human perception.

AI transforms CX through the Extended Mind Thesis by reshaping design, extending cognition, and introducing new ethical responsibilities.