Latest Articles by Luke Soon

AI Transparency and Ethics: Building Customer Trust in AI Systems

The Rise and Impact of Agentic AI: Transforming the Human Experience

Can Agentic AI Revolutionize CX and EX?

Is Singapore’s AI-Driven Citizen Experience the Future of Public Services?

Tactics to Build Customer Trust With Personalized Experiences

Customer Trust and the Intersection of the Employee & Customer Journey

AI Trust Issues: What You Need to Know

Customer Trust: The Backbone of Digital Age

Trust in AI: Combining AI & the Human Experience

Building Customer Trust: The Only Currency in the Age of AI

Balancing Act: Ethical AI Considerations for a Humane Experience

Ethical AI in Practice: Shaping a Better Future

The Quest for Achieving Artificial General Intelligence

CX and EX: How to 'ROX' Your Metrics

AI in Customer Experience and Employee Experience: Finding Balance

Transforming Customer and Employee Experiences Across Industries With AI

Customer Experience Strategy: The Theatre of Human Experience

Unveiling the Power of Customer Journey Orchestration

Using Journey Orchestration & Experience Management in Tandem

8 Benefits of Generative AI for Humanity

The Holistic Equation: Why HX = CX + EX

Building Trust: CX, EX, AI and the Human Experience

AI & Next Best Action: Transforming Decision-Making

Nuances, Differences: Service Design vs. Experience Design in Customer Experience

6 Ways China and Asia-Pacific Lead Generative AI in CX and EX