IA1024 SERIES  |  INTERACTION-ANALYSIS.COM   |  FEBRUARY 2026 The Redefinition of Technology Harm – High Level Briefing   What Is Happening, Why It Matters, and Why the Timing Is Now   There is something important happening. A confluence of events and trends is redefining the fundamental terms of the relationship between technology and society — and with it, the liabilities faced by every organisation, in every sector, whether or not they consider themselves a technology busi

IA1024 INTELLIGENCE UPDATE  |  INTERACTION-ANALYSIS.COM   |  19 FEBRUARY 2026 TRIAL INTELLIGENCE  |  DAY 8  |  LOS ANGELES COUNTY SUPERIOR COURT   ANALYTICAL NOTE: This document is published as commercial and strategic intelligence commentary. Nothing in it constitutes legal advice or legal opinion. The analytical commentary on legal arguments below reflects publicly available information about a live proceeding and contested legal questions. Readers should obtain independent

IA1024 SERIES  |  INTERACTION-ANALYSIS.COM   |  FEBRUARY 2026 The Consent Gap: Why the Permission You Gave Is Not the Permission That Was Taken   CONTENT INTRODUCTION The legal and commercial conversation about technology harm has focused almost entirely on what companies knew and when. That framing, while important, misses a more fundamental question: what exactly did users consent to, and what was actually done to them? This article introduces the concept of the consent gap

Did you consent to be manipulated when you agreed to the terms and conditions? Do you have the right to Know how you have been manipulated?

This is the weekly intelligence briefing accompanying IA1024: The Redefinition of Technology Harm. Each issue covers the most significant developments of the preceding seven days, identifies the events most worth monitoring in the week ahead, and provides the analytical context needed to understand what the news means — not just what happened. It is written for senior leaders who have neither the time to track this story daily nor the luxury of missing what matters. The analy

What if your most significant and expensive problems aren't about lacking a fancy new algorithm or a faster server, but about fundamental   human behaviours – or the lack thereof? We build cutting-edge systems, yet the friction persists, or according to our customers, is getting worse!. We automate processes, yet customers still leave frustrated. We implement engagement platforms, yet employees quietly disengage.   The reason is simple: Technology amplifies existing human dyn

Executive Summary Despite billions invested in customer experience (CX) metrics, organisations struggle to understand genuine customer...

Morris Pentel talks about the power of habit-based engagement in transformation and why most CX and EX transformation programmes struggle...

The new new

Most organisations have great tools but aren't using them as well as they could. I am going to design and deliver small improvements

Think of a world where poor customer experience is a crime. A world in which the court of public opinion defines your crimes and...

I use a mathematical model based around how people think. Human measurement would start at a resting point of ok. If you use feelings as...

Looking at things we are trying to measure in customer surveys and #VOC #NPS etc then we must ask ourselves how much change has there...

One of the questions that concerns me at the moment is how does CX look now and over the next 6 - 12 months? The second question is what...