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The thread. What’s changing in customer relations.

AI agents, commerce, customer service and sovereignty: sourced analysis, to help you decide with full knowledge.

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February 2026
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Oct 23, 2026 · High-performing · 12 min

Agentic commerce: selling to your customers’ AI agent

Agentic commerce: the real state of ACP, AP2, UCP, Visa, and Mastercard in October 2026, what is deployed in Europe, and what changes for the merchant.

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October

2026 ·
  1. 23Fri ConversationalWhatsApp Business and customer relations: the 2026 guideWhatsApp, RCS, Instagram: rules, per-message pricing, consent and the DMA. How to open a messaging channel without degrading service quality.13 min read
  2. 23Fri High-performingAgentic commerce: selling to your customers’ AI agentAgentic commerce: the real state of ACP, AP2, UCP, Visa and Mastercard in October 2026, what is deployed in Europe and what changes for the merchant.12 min read
  3. 23Fri SovereignAI Act and customer service: what applies in 2026AI agents and the AI Act: risk, Article 50, prohibited practices, provider and deployer roles, timeline after the AI omnibus. Checklist included.13 min read
  4. 20Tue SovereignSovereign AI: who has access to your customer conversations?GDPR, CLOUD Act, FISA 702, Data Act, SecNumCloud: what the law says about your customer conversations and the questions to ask an AI agent provider.12 min read
  5. 16Fri ConversationalConversational commerce: search becomes dialogueAI answer engines, zero-click, longer queries: what the studies measure, and why your website must in turn become conversational.11 min read
  6. 8Thu ConversationalAI customer service escalation: when to hand offHandoff signals, handoff with context, after-hours callback, GDPR and AI Act framework: how an AI agent should hand over to an advisor.11 min read

August

2026 ·
  1. 25Tue PersonalizedAI agent reliability: what it must never sayAir Canada, prompt injection, hallucinations: the guardrails that make an AI agent reliable, 10 rules never to break and a test protocol.12 min read
  2. 10Mon ConversationalYour e-commerce site is no longer the start of the customer journeyTikTok, Instagram, Google and AI shape purchase intent before visitors reach your site. It’s time to adapt the e-commerce experience to each visitor.9 min read
  3. 4Tue High-performingThe future of customer service: the advisor of 2030Productivity, new roles, the AI Act: what studies measure about AI in contact centers and how to prepare your advisors to manage agents.12 min read

July

2026 ·
  1. 24Fri PersonalizedFrom customer experience to employee experience: the other promise of AI in businessMost AI investment has focused on customer relations. Yet the same intelligence, turned inward, addresses an equally strategic issue: the time your teams spend finding information that already exists. A productivity lever that is still largely untapped.4 min read
  2. 13Mon ConversationalYour FAQ no longer answers your customers’ real questions: here’s whyA static FAQ can’t keep up with how customer questions evolve. Find out why this format hits a ceiling and how a connected AI agent changes the game.6 min read
  3. 9Thu High-performingWhy your Shopify visitors aren’t buying (and how to identify the real problem)High traffic but flat sales? Discover the 5 real causes blocking your Shopify conversions and the concrete methods to diagnose and fix these problems quickly.7 min read

May

2026 ·
  1. 19Tue PersonalizedFine-tuning vs RAG: how an AI agent learns a businessInstructions, RAG, fine-tuning, LoRA, dedicated model: what each method really teaches an AI agent, its limits, and how to choose.13 min read

February

2026 ·
  1. 24Tue High-performingAI agent KPIs: measuring beyond the deflection rateVerified resolution rate, repeat contact, CES, human handoff quality, cost per resolution: an AI agent’s KPIs and a dashboard in 90 days.12 min read
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