Yes, your website gets a lovely green ‘WCAG’ pass, but… What if that glowing impression of accessibility that your test credentials give your users is totally false? A top UK regulatory watchdog has...
Category - Compliance
The very latest in compliance issues related to email and outbound communications issues such as legal and corporate policy issues
Peter Friedman
Unpaid Carer? Thought That Was Enough? Social Care Wants Your Spare Time Too
More than 400,000 people in England are waiting for assessments, support or reviews. Yet the statistics reveal almost nothing about unanswered calls, missing updates, failed callbacks or whether anybody still owns the...
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
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...
