The next accessibility revolution may begin when software stops waiting for disabled people to discover barriers, diagnose their own difficulty, locate specialist help, and repeatedly explain what has already gone wrong...
Category - Impact of AI
The impact of AI as it relates to all services and businesses and those responsible for and involved in the handling of responses to unsolicited enquiries
Peter Friedman
Accessibility 2.0 Because Today’s Accessibility 1.0 Just Isn’t Accessible Enough
Accessibility is still (mis)conceived as something a ‘designer’ is solely responsible for ‘designing’ Onscreen, it’s things like contrast, keyboard access, captions and labels and in the physical world it’s ramps or...
ComplianceCXEmailImpact of AIInsightsReachabilityRepliesReputational harmResponsivenessRevenue Leakage
The Perception Gap Is Really a Reply Gap
Why poor digital experiences are pushing customers away – and what responsiveness research tells us to do about it A third of customers switched brands in the past year because of poor digital experiences...
When AI Writes the Email, Who Is Really Replying?
What “Email in the Era of LLMs” reveals about the future of organisational responsiveness The most important change in email may not be that AI can write it faster. It may be that AI is beginning to decide what a “good”...
The AI Reply Rollback: Companies Wanted Faster Customer Responses. They Got a Governance Problem Instead
The promise was contactability For years, the promise was simple: AI would make companies easier to contact. It would answer instantly, reduce queues, stop customer emails from disappearing into the void, and make every...
Agentic AI Can Answer Faster. But Can It Reply Better?
What Alibaba’s customer service experiment reveals about the future of inbound responsiveness The biggest question in modern customer operations is no longer whether AI can respond. It can. The harder question is...
