News
A collection of digital market insights, feature releases, and product launches focused on financial services.
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Understanding Intent
- May 27, 2026
- Expert Views
- UX Limelight
Gemma Coles
As conversational experiences become a primary interface for customer engagement, understanding intent is becoming critical to trust, resolution and brand perception. The ability to listen is what separates the strongest performers.
Uncovering Wild Inconsistencies
- May 11, 2026
- Expert Views
- UX Limelight
Gemma Coles
When reviewing the Chatbot Experience Benchmark research, we uncovered some wild inconsistencies. Also a reminder that customers are rarely looking for a chatbot!
Chatbot / Assistant / Concierge
- Apr 21, 2026
- Expert Views
- UX Limelight
Gemma Coles
Terms like chatbot, digital assistant and AI concierge are used interchangeably. This piece invites product teams to cut through assumptions and discover how the leading experiences really compare.