AI for Customer Experience · Consulting & Writing
AI now touches every part of the customer experience. Using it with judgment and ethics is what keeps it human: the interaction, the data and the UX.
Digital Human Alike CX is Juan Mateu’s practice and writing on that problem: technology-agnostic advice on where AI helps the customer experience and where it does not, alongside the data and channels underneath, and the essays working through where it is all heading. It is also where the Inlytips initiative started.
01 A holistic view of CX
Interaction
Human customer service is shrinking. The digital channels that replace it (messaging, chat, voice, agentic assistants) have to carry the empathy that people used to.
Data
Knowing what a customer did is not knowing why. Real personalisation needs the mindset behind the behaviour, not just a fuller CRM record.
UX
CPaaS, CDP, CXP, CRM: the stack is complex and the pieces rarely agree. The experience is whatever is left after they are stitched together.
02 Recent writing
All writing →First-Party Data Can’t Tell Agentic AI Why a Customer Acted
The gap agentic AI inherits, behaviour without motive, and the thinking behind Inlytips.
Quo Vadis RCS?
Behind the RCS and RBM hype: no 1.1 billion real users, a business model reshaped by Google, and the cost of a decade of telco procrastination.
03 Where Inlytips came from
One argument kept recurring in the work and the writing: agentic AI acts on first-party data, but first-party data can’t say why a customer acted. Inlytips is the initiative that grew out of Digital Human Alike CX to close that gap: a pre-agentic tool that turns routine messages into consented “0.5-party” signal about customer mindset.
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