
Human centred
Across industries, a powerful shift is taking shape. It’s not just about faster answers or smarter systems. It’s about restoring something that’s been missing in many customer experiences: a deeper sense of connection.
This month, we’re seeing big names—from airlines to retailers to AI firms—realign their strategies around inclusion, intelligence and intuition. Not just adding technology, but tuning it to feel more human. The tools may be advanced, but the goal is timeless: understand your customer, meet them where they are, and make them feel seen.
Those who get it right won’t just have the edge. They’ll be the ones redefining it.


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