My Writings
Essays published here, articles as a contributor to CMSWire, and posts from the Inlytips blog, on customer experience, data, and where AI meets real customers.
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.
First-Party Data Can’t Tell Agentic AI Why a Customer Acted
The gap agentic AI inherits, behaviour without motive, and the thinking behind Inlytips.
The next PFM doesn't wait for you to open the app
Personal finance managers have gotten smarter at answering questions. They are still waiting for you to ask. A passive, gamified layer that reaches you through notifications you already get is the next step.
AI investment is rising. Meaningful business impact is not keeping pace.
85% of organisations increased AI spending last year. Engagement, NPS and loyalty, the metrics that matter before revenue, are barely moving. The problem is not the technology. It is what the technology is being fed.
Beyond SaaS: why the next wave of AI value is co-created, not licensed
Modules, outcomes, and long-term co-creation: a new AI business model. The Palantir model for everyone, co-creating AI value at any scale.
From behavioural signals to customer mindset: the missing layer for agentic AI
Transaction data tells an agent what a customer did. Mindset data tells it who they are. Without that second layer, even the most capable AI agents are making decisions in the dark.
Why your ACPU is too high, and how pre-agentic AI fixes it
Most organisations are using expensive frontier models for tasks that don't need them. ACPU, AI Cost Per User, is the metric that exposes the waste, and a pre-agentic data strategy is what fixes it.
Gamified micro-interactions drive genuine, lasting customer engagement
Badges and points are not engagement, they are decoration. The real opportunity is using small, well-timed interactions to help customers understand themselves, express regret, and feel genuinely known by the services they use every day.
Push Notifications and Quick Messaging Are the Most Underrated Channel in CX
Push notifications are the SMS of the 1990s, mature technology used well below its potential. Every institution already has the channel, the permission, and near-zero cost. What's missing is interactivity and context.
Privacy by Design is Not a Constraint. It's What Enables Fast, Trusted Delivery.
When AI analyses the what and never the who, personal data never enters the system. Faster deployments, simpler legal reviews, DPOs who say yes. Privacy by design is not a constraint, it is the smartest architecture decision any regulated industry can make.
Zero, First, and the Missing Half: Why 0.5 Party Data changes everything in fintech and other verticals
Banks, telcos, utilities and streaming platforms share the same data quality problem. 0.5 party data captures what zero and first party miss: honest context at the moment it matters, building the behavioural foundation AI agents will need.
Quo Vadis RCS?
Behind the RCS and RBM hype: no 1.1 billion real users, a business model reshaped by Google, and the cost of a decade of telco procrastination.
