Archive

All articles published on CX AI News, sorted by latest.

AI Strategy

AI is Reshaping the Economics of Customer Service

Sep 9, 2026

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2 min read

AI is Reshaping the Economics of Customer Service

Bain & Company estimates AI will put $4.7 trillion of corporate profit at stake between 2025 and 2035, more than triple the profit impact of the internet in half the time

James Stephen

AI Strategy

What is Customer Intelligence? A Complete Guide

Sep 7, 2026

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4 min read

What is Customer Intelligence? A Complete Guide

How AI is turning fragmented customer data into decisions and action

James Stephen

AI Strategy

Genesys Unveils Agentic Orchestration Strategy at Xperience 2026

Sep 3, 2026

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2 min read

Genesys Unveils Agentic Orchestration Strategy at Xperience 2026

New orchestration, contextual intelligence and governance capabilities position Genesys Cloud as the layer connecting AI agents, people and enterprise systems

James Stephen

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

AI Strategy

+15

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

James Stephen

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Sep 1, 2026

Data Strategy

AI Hallucinations in Customer Service: Why They Happen and How to Prevent Them

James Stephen

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Aug 27, 2026

Voice of the Customer

Crescendo Bets on an AI-Native Operating System for CX

James Stephen

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Aug 26, 2026

What is AI Orchestration? How AI Agents Coordinate Customer Experience

AI Strategy

+11

What is AI Orchestration? How AI Agents Coordinate Customer Experience

James Stephen

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Aug 24, 2026

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

AI Strategy

+10

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

James Stephen

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Aug 21, 2026

MCP (Model Context Protocol) Explained for Customer Experience

AI Strategy

+10

MCP (Model Context Protocol) Explained for Customer Experience

James Stephen

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Aug 20, 2026

Pega Brings AI Governance Into the Customer Engagement Workflow

AI Strategy

+11

Pega Brings AI Governance Into the Customer Engagement Workflow

James Stephen

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Aug 19, 2026

NiCE Puts Hard Numbers on CX AI's Business Case at Bluecrest

Customer Intelligence

+10

NiCE Puts Hard Numbers on CX AI's Business Case at Bluecrest

James Stephen

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Aug 18, 2026

Customer Support

Human in the Loop: When Should Humans Oversee Customer-Facing AI?

James Stephen

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Aug 17, 2026

Customer Intelligence

Was CX Left Behind by Cisco's AI Pivot? Its Latest Results Add a New Clue

James Stephen

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Aug 14, 2026

Agent Experience

What is AI Agent Assist? How AI Helps Customer Service Agents

James Stephen

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Aug 13, 2026

Customer Intelligence

Gartner MQ for CRM Sales Platforms: Agent Autonomy Separates Leaders From Laggards

James Stephen

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Aug 12, 2026

Archive

AI is Reshaping the Economics of Customer Service

What is Customer Intelligence? A Complete Guide

Genesys Unveils Agentic Orchestration Strategy at Xperience 2026

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

AI Hallucinations in Customer Service: Why They Happen and How to Prevent Them

Crescendo Bets on an AI-Native Operating System for CX

What is AI Orchestration? How AI Agents Coordinate Customer Experience

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

MCP (Model Context Protocol) Explained for Customer Experience

Pega Brings AI Governance Into the Customer Engagement Workflow

NiCE Puts Hard Numbers on CX AI's Business Case at Bluecrest

Human in the Loop: When Should Humans Oversee Customer-Facing AI?

Was CX Left Behind by Cisco's AI Pivot? Its Latest Results Add a New Clue

What is AI Agent Assist? How AI Helps Customer Service Agents

Gartner MQ for CRM Sales Platforms: Agent Autonomy Separates Leaders From Laggards

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