AI for Customer Experience · Consulting & Writing
AI now touches every part of the customer experience. Using it with judgment and ethics is what keeps it human: the interaction, the data and the UX.
Digital Human Alike CX is Juan Mateu’s practice and writing on that problem: technology-agnostic advice on where AI helps the customer experience and where it does not, alongside the data and channels underneath, and the essays working through where it is all heading. It is also where the Inlytips initiative started.
01 A holistic view of CX
Interaction
Human customer service is shrinking. The digital channels that replace it (messaging, chat, voice, agentic assistants) have to carry the empathy that people used to.
Data
Knowing what a customer did is not knowing why. Real personalisation needs the mindset behind the behaviour, not just a fuller CRM record.
UX
CPaaS, CDP, CXP, CRM: the stack is complex and the pieces rarely agree. The experience is whatever is left after they are stitched together.
02 Recent writing
All writings →PAP needs mindset context. Here is where it comes from.
JPMorgan, Citi and Bank of America are all blocking AI agents from customer accounts right now. The issue is not permission. It is that permission alone is not enough to make an agent trustworthy. Sierra's PAP defines the handshake. Mindset context is what makes it worth having.
Why RCS’s Advantage Is a Single Thread, Not a Single Format
How persistent, asynchronous voice threads and verified sender identity let RCS differentiate from WhatsApp.
Wealth management has a between-meetings problem
Between quarterly reviews, wealth clients are on their own. Markets move, portfolios drift, and nobody reaches out. The institution that changes this becomes the one clients trust most, even for assets it does not manage.
03 Where Inlytips came from
One argument kept recurring in the work and the writing: agentic AI acts on first-party data, but first-party data can’t say why a customer acted. Inlytips is the initiative that grew out of Digital Human Alike CX to close that gap: a pre-agentic tool that turns routine messages into consented “0.5-party” signal about customer mindset.
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