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An Experience With a Future Therapist:

The Rise of AI in Therapy

AI generated image of a therapist sitting in an armchair

AI is rapidly advancing, and soon it will read facial cues, interpret tone and understand subtle emotional nuances far better than humans. This shift could revolutionise therapy, offering a level of emotional analysis that surpasses what even the best therapists can achieve.

One major advantage of AI in therapy is its availability. Unlike human therapists, who work in time-limited sessions and need rest, AI could offer support at any time, whether that’s during the day or at 3 a.m. The ability to engage with a “therapist” 24/7 is a game-changer, especially for those in urgent need or with limited financial means.

Moreover, AI avoids some of the emotional biases present in human therapy, such as transference and counter-transference, where emotions between therapist and patient can influence the outcome. AI, by remaining neutral, offers a more objective approach. Yet, thanks to our tendency to anthropomorphise—attributing human traits to machines—people may feel deeply understood by these systems, even though AI lacks actual empathy.

While it won’t feel empathy, AI will simulate it convincingly, possibly even outperforming human therapists in perceived understanding. A study has already shown that patients rated AI systems as more empathetic than human doctors in certain blind tests. This highlights just how effective AI could become at building emotional connections.

However, as AI grows more capable of reading our emotions, we must be cautious. The ability to simulate empathy and understanding might foster strong connections between people and machines, which raises ethical questions. There’s potential for AI to reshape therapy, but we must ensure it remains a tool that supports, rather than replaces, the essential human element in mental health care.

For me, I believe that people will build strong relationships with AI (anthropomorphising), and it will affect their emotional intelligence. As AI adapts more to us, perhaps I will be less inclined to adapt to others? It could have cascading effects such as communication skills, other social skills, echo chambers, loneliness, and more. At one point in the future people will protest for AI rights.

In conclusion, AI could become an indispensable tool in therapy, offering objectivity, 24/7 availability and unmatched emotional analysis. But as we embrace these advancements, we must stay mindful of the potential risks and keep the human touch at the heart of mental health support.

An Experience With a Newsletter Unsubscribe:

A Missed Opportunity for Retention

Businesses often invest considerable resources into acquiring newsletter subscribers. Whether it’s through offering discounts, special deals or other incentives, there’s a clear monetary value attached to getting someone on that email list. Retail giants like H&M, Zara and Mango, for instance, commonly offer a 10-15% discount on your next purchase if you sign up. This makes sense – newsletters are a powerful tool for maintaining customer engagement and driving repeat sales.

But what happens when someone decides to unsubscribe? This is where many companies seem to drop the ball. After spending so much time, effort and money on acquiring subscribers, it’s surprising how often the unsubscribe experience is treated as an afterthought.

Typically, when you hit “unsubscribe,” you’re met with a large, stark white screen that simply states: “You have been successfully unsubscribed.” And that’s it. No follow-up, no options, just a blank space and a lost connection. This is a significant missed opportunity.

Imagine instead being presented with a few thoughtful alternatives. Perhaps the weekly newsletter was too frequent – why not offer to switch the frequency to bi-monthly or monthly? Maybe the reader is feeling overwhelmed with emails altogether – how about suggesting a two-month break from the newsletter, with the option to rejoin afterward? Or, if the reader isn’t into emails anymore, why not suggest they follow the brand on social media to stay connected in a way that’s more comfortable for them?

These are small but meaningful adjustments that can make a big difference. The unsubscribe page is a touchpoint – potentially the last one you’ll have with that customer – so why not use it creatively to retain their interest? By offering alternatives, you can keep the relationship alive, even if it’s in a different format.

The key takeaway here is simple: Don’t just focus on acquiring newsletter subscribers, think about how you can retain them. With a bit of creativity and a focus on customer needs, that blank white space can be transformed into an opportunity to keep your audience engaged.

I dont actually think the second example above on the right is ideal either. Too much information and frustrating if people just want to unsubscribe. You should captivate them to stay, not confuse them so they can’t leave.

An Experience With Austrian Airlines:

A Case of Over-Automation and Upselling Gone Wrong

As someone who loves to travel, Austrian Airlines has always been a preferred choice for me. Their service, especially across the Atlantic to the USA, has consistently been top-notch. The onboard team, for instance, was nothing short of commendable on my last flight—friendly, attentive, and genuinely warm, which made the journey enjoyable.

However, there was another side to this experience that left me somewhat frustrated. The airline’s increasing reliance on online systems for upselling and cross-selling seems to be chipping away at the overall customer experience. In many ways, the service has been broken down into too many small pieces, often leading to confusion and disappointment.

Let me share what happened, step by step. Booking the flight was straightforward and smooth. But then came a series of follow-up emails offering various add-ons. One of these was an offer for in-flight internet at just six euros. A long-haul flight of over twelve hours with internet access for that price seemed like a great deal, so I went ahead and purchased it.

Fast forward to the day of the flight, and as I settled in, I mentioned my internet purchase to one of the stewards. To my surprise, he laughed—not mockingly, but with a friendly sense of disbelief—and informed me that there was no internet on the flight. Apparently, this might be something offered by Lufthansa, the parent company, but not by Austrian Airlines. So there I was, having paid for a service that simply didn’t exist on the flight. It was baffling how the system allowed such a mix-up.

The next issue came with the seating. I had decided to pay extra for what was advertised as a “legroom” seat (not “extra legroom” that was another price). At 1.80 metres tall, I don’t need a lot of space, but a little more legroom on a long flight is always welcome. I paid 80 euros each way, expecting a more comfortable journey.

Unfortunately, when I sat down, my knees were touching the seat in front of me. There was no discernible difference in the space, despite having paid a premium. It felt like a standard seat, with no extra legroom whatsoever.

And then, on the way back, I was encouraged to upgrade to Premium Economy for an additional 250 euros. It seemed like a good idea, so I went ahead with it. But then, as if the multiple upsells weren’t enough, I was immediately taken to another screen asking me to pay 60 euros more to choose my exact seat. At this point, I thought, “Really?” After spending 250 euros on an upgrade, being asked for another 60 euros just to pick a seat felt excessive. The whole process was starting to feel too granular, like every tiny aspect of the service was being carved out and sold separately.

I’m sure this approach might be boosting the bottom line, but I have to wonder about the impact on customer satisfaction. People don’t have unlimited time or patience, and when the purchasing process becomes so fragmented, it can start to detract from the overall experience. It would be interesting to see a study or survey on how customers feel about this, but from my perspective, it seems like Austrian Airlines might be overusing technology and automation.

Don’t get me wrong—I remain a big fan of Austrian Airlines. Their staff is fantastic, and I’ll continue to choose them for future flights. But this experience has made me rethink the balance between automation and human-centred service. While technology is great, when it’s overused, it can lead to mistakes and, ultimately, a negative impact on the customer experience. That’s my key takeaway from this journey.

An Experience With Disney+:

A Missed Opportunity in Driving Conversions

I was a Disney+ subscriber for about two years, and during that time, I enjoyed their collection of movies and series. It was a great addition to my streaming lineup alongside Netflix and Prime. However, when the price increased and I realised I wasn’t using it as much, I decided to cancel my subscription.

After canceling, I discovered something rather surprising—I couldn’t browse their content anymore. Upon logging in, I was met with a screen urging me to re-subscribe, with no option to explore what was new or available. It felt like a significant missed opportunity.

Here’s why: If I could still see the library, the latest releases, or even just a few teasers, I might be tempted to come back. Imagine seeing a new Star Wars series or a beloved Disney classic—those visual reminders could easily convince me to resubscribe. Why not show trailors?

This got me thinking about a similar experience I had with Bird, the electric scooter service. When you download the Bird app, it doesn’t immediately ask for payment details. Instead, it lets you browse the map, see where the scooters are, and interact with the service before asking for any financial commitment. It’s like holding the product in your hands, making the decision to pay feel much easier.

Disney+ could learn from Bird’s approach. By moving the purchase barrier further along the customer journey, they could let potential subscribers really see what they’re missing. Let us browse the content, see what’s new, and maybe even watch a trailer or two. Build that anticipation, so when it’s time to ask for the subscription, saying “yes” feels almost inevitable.

An Experience With Online Check-In:

The Missed Opportunity for Inclusivity

Image by Leonardo.ai prompted by Eliot Mannoia

In today’s travel landscape, digital tools like online check-in have improved the way we prepare for flights. They’ve made the process more seamless, efficient and, let’s be honest, much less stressful. However, there’s a side to this convenience that’s often overlooked, and it’s a story that left me thinking about the broader implications of digitalisation in travel.

Let me start from the beginning. As we all know, airlines routinely overbook their flights. It’s a standard practice, designed to ensure that flights are as full as possible, accounting for the inevitable no-shows. I’m not entirely sure of the exact percentage – maybe 5% or 10% – but overbooking is a reality we travellers have to deal with.

On a recent trip, I did my usual online check-in the night before the flight. It’s become second nature to me, a quick and easy process that guarantees my seat on the plane. However, upon arriving at the airport, I needed to visit the check-in counter due to some administrative issue.

While waiting, I noticed an elderly couple at the counter. They had arrived early, well within the recommended time frame -at least two hours before departure. They had done everything right, yet they were being told that there were no seats left on the flight. The reason? The flight was overbooked, and since they hadn’t done online check-in, they were essentially bumped from the flight. The airline offered them 300 euros and asked them to come back the next day.

Watching this unfold, I couldn’t help but feel that this was deeply unfair. Yes, online check-in is a fantastic innovation that has made the travel experience smoother for many of us. But it’s also clear that it can unintentionally discriminate against those who either can’t or choose not to use it. In this case, an elderly couple, possibly not as familiar or comfortable with digital tools, were at a disadvantage simply because they didn’t use a service that, for many of us, is second nature.

The key takeaway from this experience is that while technology, AI, and digitalisation have the power to enhance our experiences in incredible ways, they must also be inclusive. A key consideration for me as a digital psychologist. We shouldn’t create systems that leave people behind – especially those who may not be as tech-savvy or who prefer a more traditional approach. The benefits of digitalisation should be accessible to everyone, without discriminating against those who don’t or can’t engage with the latest tools.

In the rush to embrace the latest technology, we must remember that inclusivity is just as important as innovation. After all, a truly frictionless experience is one where everyone, regardless of their digital proficiency, can feel equally valued and respected.