Thinking and Writing

I explore the evolving relationship between AI, customer experience, and the systems that sustain trust. My work takes several forms: essays, reflections, conversations, and longer research projects.

CX for AI
Long-form essays exploring how artificial intelligence reshapes customer experience, organisational design, and the infrastructure required to make trust scalable.

Signal and Sense
Short reflections on strategy, technology, and culture — written as organisations interpret signals before strategy fully takes shape.

Books
Long-form work exploring the hidden infrastructure behind modern growth, experience, and organisational scale.

Conversations
Interviews, talks, and podcast appearances exploring the practical implications of AI, organisational change, and experience design.

• CX for AI - Season 2

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CX for AI

Season 2 - The Invisible Layer (2026)
Exploring trust, confidence, and responsibility in human–AI customer experiences

10 Mar 2026
Le paradoxe de l’IA : Voice of the Customer et la couche d’écoute de l’IA (S02A02F)
La plupart des projets d’IA ne passent pas à l’échelle non pas à cause du modèle, mais parce que les organisations n’écoutent pas. La « Voice of the Customer » comme couche d’apprentissage des systèmes d’IA.

09 Mar 2026
The AI Paradox: Voice of the Customer and the Listening Layer of AI (S02A02)
Most AI projects fail to scale not because of the model, but because organisations don’t listen. How Voice of the Customer becomes the learning layer of AI systems.

08 Jan 2026
Quand la croissance s’agite mais reste fragile (S02A01F)
La croissance peut sembler active sans être résiliente. Cet article explore comment l’IA fait s’effondrer l’échelle lorsque la confiance, la croyance et la demande manquent de l’infrastructure invisible qui permet à la croissance de tenir.

07 Jan 2026
When Growth Looks Busy but Feels Fragile (S02A01)
Growth can look active without being resilient. This article explores how AI-driven scale collapses when trust, belief, and demand lack the invisible infrastructure that allows growth to hold.

• CX for AI - Season 1

CX for AI

Season 1 - The Trust Shift (2024/25)
Exploring the infrastructure of demand, trust, and growth in AI-mediated markets

11 Dec 2025
Beyond Activation: Designing Onboarding Metrics for the Age of Intelligent Experience (S01A12)
When onboarding becomes intelligence, readiness becomes the real performance. Beyond Activation shows how confidence, clarity, and inclusion turn AI-accelerated first moments into relationships built to continue.

13 Nov 2025
FluxCraft: The Practice of Designing in Motion (S01A11)
When design turns into flow, coherence becomes the craft. FluxCraft shows how rhythm, reflection, and shared awareness can turn human–AI collaboration from acceleration into alignment.

13 Nov 2025
FluxCraft : La pratique du design en mouvement (S01A11F)
Quand le design devient flux, la cohérence devient l’art. FluxCraft montre comment rythme, recul et lucidité partagée transforment la collaboration humain-IA : non plus une course, mais un accord.

03 Nov 2025
Responsible AI: From Intention to Implementation (S01A10)
Responsible AI goes beyond regulation — it’s an art of coherence. This piece explores how ethical principles and practical tools can be transformed into lasting trust.

03 Nov 2025
L’IA Responsable (S01A10F)
L’IA responsable dépasse la réglementation pour devenir un art de la cohérence. Cette réflexion montre comment transformer principes éthiques et outils concrets en confiance durable.

08 Oct 2025
Putting AI at the service of Inclusion (S01A09)
Inclusive design is no longer a moral choice — it’s a competitive metric. This article explores how responsible AI can expand access, reduce bias, and redefine inclusion as a driver of performance and innovation.

08 Oct 2025
L’IA au service de l’inclusion (S01A09F)
Le design inclusif n’est plus un choix moral : c’est un levier de performance. Cet article montre comment l’IA responsable peut élargir l’accès, réduire les biais et faire de l’inclusion un moteur d’innovation.

30 June 2025
Beyond Clever: Designing AI Savings That Feel Safe (S01A08)
Automation may save money, but only trust saves relationships. This piece examines how fintechs can design AI-driven savings journeys that feel culturally aligned, emotionally safe, and transparently governed.

07 June 2025
Designing Automated Savings Products That Build Trust (S01A07)
Lessons from Behavioural Finance, AI, and the French Livret A Culture

07 June 2025
Concevoir des Produits d’Épargne Automatisés qui Inspirent Confiance (S01A07F)
Leçons de la finance comportementale, de l’IA et de la culture du Livret A

28 May 2025
Ce que l'IA lit de nous (S01A06F)
Nous écrivions autrefois pour être compris ; désormais, nous écrivons aussi pour être lus par des intelligences. Cette réflexion explore la manière dont l’IA devient à la fois lectrice et filtre, transformant notre rapport à la visibilité, à l’auteur·e et à la vérité du texte.

27 May 2025
What AI Reads of Us (S01A06)
We used to write for people. Now we write for algorithms that read us. This essay explores how AI becomes both reader and filter — reshaping what visibility, authorship, and authenticity mean in the digital age.

05 Jan 2025
Bridging the Gap: Why Product-First AI Fails — and How Service Design Fixes It (S01A05)
Most AI initiatives fail not because of the technology, but because they start with the product instead of the service. This article shows how service design reconnects people, processes, and data to create cohesive AI-driven experiences.

30 Nov 2024
Industrial B2B Reinvented: AI-Driven Personalisation and Trust for Strategic CX Transformation (S01A04)
AI is reshaping industrial B2B from efficiency to empathy. This piece explores how transparency, personalisation, and sustainability can turn long-cycle industries into adaptive, customer-centric ecosystems.

05 Nov 2024
Empowering the Next Generation: AI-Driven Personalisation and Trust in Financial Education for Teens (S01A03)
Personalisation powered by AI can educate as much as it sells. This article discusses how financial brands use data and trust to empower young users through responsible, confidence-building personalisation.

02 Nov 2024
Designing AI Systems for Transparency: The UX of Trust in AI (S01A02)
Trust is not a UX feature — it’s an architecture. This article proposes a roadmap for embedding transparency, fairness, and explainability into AI-powered customer journeys.

20 Oct 2024
Conversational AI in CX: Enhancing Human-AI Interactions Without Losing the Human Touch (S01A01)
Conversation is where empathy meets automation. This article explores how conversational AI can enhance engagement without eroding humanity — balancing efficiency with emotional intelligence in service interactions.

• Selected evidence