Every family has a story that sounds completely inappropriate until you hear the full context. This is mine. Many years ago, I gave my parents
Category: customer service
The Death of Apprenticeship
For much of the twentieth century, parents shared a common dream for their children: study hard, get into a good school, go to university, and
Trust & Transparency: AI in Customer Service
When was the last time you called your internet or mobile phone provider and spoke directly with a receptionist? Chances are you didn’t. Instead, you
Europe’s Digital Identity
Earlier this week I explored how the European AI Act seeks to shape the future of artificial intelligence. This week, an unexpected sponsored advertisement led
AI Disclosure or AI Assistance? Understanding the EU AI Act’s August 2, 2026 Transparency Rules
NB: This article explains the transparency obligations that took effect on August 2, 2026, under Article 50 of the EU AI Act. As implementation guidance
A Frog in Spain: Day 1
The Spanish adventure actually began before I had even reached Spain. Boarding the Ryanair flight, I was once again assigned rear boarding, something I have
