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.
CX 2026: From Personalization to Precision The Five Shifts Redefining Experience in the GCC
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: Why Measuring Too Much Can Mean Understanding Less
The uncertainty principle of experience drives us to design systems that learn, respond, and remain human even as they scale.
Entropy and Experience: The Mathematics of Surprise
Entropy reminds us that meaning is born from variation, and emotion from surprise.The prosaic keeps it stable. The memorable keeps it alive.
The Butterfly Effect in Customer Experience: How Chaos Theory Shapes CX and AI
Customer experience is shaped by rippling small interactions.The butterfly effect reminds us to design experiences that are personal and scalable.
The Social Contract at Work
Picture an employee logging into a virtual meeting at 8 a.m. sharp. They deliver results consistently, adapt to new tools, and stay available long after hours. In return, they expect more than a paycheck: recognition, fairness, and a sense that their effort matters. The employer, meanwhile, believes that providing flexible work, health coverage, and career […]
The Customer Experience Game: How Game Theory Explains Trust, Loyalty, and AI
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 basic services inflate the total. You feel tricked. Now contrast that with another airline that shows you the full price upfront and even suggests cheaper alternatives. The first airline may […]
The Ship of Theseus and the Future of Experience
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: if every plank of a ship is gradually replaced, is it still the same ship? At first, the answer feels obvious: of course it is. Yet as the process continues, […]
Why Everything You Learned About CX Is Wrong
Customer experience (CX) has become one of the most frequently used terms in business strategy. Leaders pour resources into service design, satisfaction metrics, and loyalty programs. Frameworks promise that if organizations map journeys and reduce friction, customer satisfaction will follow. Yet despite decades of effort, global trust in institutions continues to decline, customer expectations rise […]
