in Uncategorised

Ryanair’s splintered customer experience – will it take off?

Customers boarding a Ryanair flight at Jerez Airport in Spain
The airline Europe loves to hate opened another chapter in its Guide to Customer Experience this summer.
Read More
in Uncategorised

Apple’s vision for HomePod still needs work

Cloise up of Apple's Homepod device
The HomePod smart speaker, we’re told, will “rock the house.”
Read More
in Uncategorised

Replika is Tamagotchi with chatbot AI

Replika story header image
Tamagotchi has evolved to a somewhat more intelligent being for 2017.
Read More
in Uncategorised

10 Years of the Facebook newsfeed

Facebook newsfeed story header image
The Drum asked for 100 words on the 10th birthday of Facebook's newsfeed.
Read More
in Uncategorised

What does the next 25 year of the internet hold in store? – Ask Siri

25 years of the internet story header image
It’s staggering to reflect on how far ‘the internet’ has come in the 25 years since the world wide web was made public.
Read More
in Uncategorised

Everything bot the kitchen sink

Social media icons racing illustration
Why copycatting is turning social media an increasingly bland shade of vanilla.
Read More
in Uncategorised

Great customer experience – failure will happen

Failure is predictable. From a server crash to poor mobile reception, contingency is key.
Read More
in Uncategorised

How brands should use chatbots

Warc, the subscription news service for advertisers and their agencies, spoke to myself and three other agency executives about the chatbot phenomenon. The intention was to help agencies, brands and media owners understand the trend and how it might develop in the future. Here is my contribution, which was...
Read More
Top