We’re moving into a world where voice, gesture, and space are becoming central to how people interact with products and, ultimately, brands.The problem? Voice-first interfaces have struggled because most systems rarely account for the …

Progression can matter just as much as personalization. Today’s customers expect every touchpoint to learn and level up with them. I recently weighed in on this for Fast Company’s roundup of best practices that …

AI isn’t just changing how we design—it’s changing what we design. Interfaces are turning into prompts, agents, even invisible mics. Products are becoming relationships. And personalization is shifting from “Hey, first name” to experiences …

In my latest piece for Fast Company, I unpack the strategic shift from fragmented stacks to synchronized systems and the concept of the Marketing Operating System. This evolution isn’t just about tech—it’s about creating …

AI-powered multimodal interfaces will redefine customer experience. And the best ones won’t just respond—they’ll intuit: when to speak, when to listen, and when to get out of the way. But we’re not there yet—and …

In the world of automotive UX, there’s a fine line between great and dangerous. Over the past few years, I’ve had the opportunity to work in this passion area of mine, and—unsurprisingly—it has been …

I had the chance to weigh in for Customer Experience Dive’s latest piece, exploring how AI is reshaping the digital shopping journey—whether through personalized search, image-based queries, or chatbots that actually get what you’re asking. This …

Rushing to catch a flight, I wasn’t expecting a dancing robotic arm to completely redefine my idea of grab-and-go coffee. But there it was, inside a sleek kiosk, serving up one of the best …