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Have Companies Oversimplified Customer Relationships?

The Essentials Companies have massively automated customer relationships to cut costs, speed up responses and handle more requests. Forms, FAQs, self-service areas, chatbots and automated assistants have made many customer journeys smoother. But this simplification has a downside: some customers now struggle to speak to a person when their situation falls outside the expected scenario....

AI Is Starting to Choose Brands Before Customers Even Compare Them

The Essentials For twenty years, digital marketing has largely been about securing a place in the customer’s field of vision: Google, comparison sites, marketplaces, social platforms and advertising. AI assistants introduce a new stage. Users no longer always compare twenty solutions themselves; they can ask directly which ones are worth considering. The selection therefore begins...

Google AI Is No Longer Helping You Choose: It Is Already Choosing Part of the World for You

The Essentials With AI Overviews and AI Mode, Google no longer simply ranks pages: it selects sources, combines information, prioritises arguments and increasingly delivers a direct answer. For users, the benefit is obvious: fewer clicks, less comparison and faster access to information. But that convenience also moves part of the choice upstream, into a layer...

23 Av. René Coty, 75014 Paris (France)
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