Agent Experience

How AI is transforming the experience of frontline customer service agents

AI Strategy

+12

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Jul 29, 2026

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2 min read

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome

James Stephen

AI Strategy

+11

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

Jul 22, 2026

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2 min read

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

New workplace data shows the biggest productivity gains come from applying AI to specific, repeatable tasks, not just having access to it

James Stephen

AI Strategy

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

Jul 10, 2026

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1 min read

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

The company's latest launch applies its synthetic customer technology to agent coaching and onboarding, suggesting simulation is becoming a core capability for both human and AI workforces

James Stephen

AI Strategy

+10

AI Agents vs AI Copilots: What's the Difference?

Jun 9, 2026

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4 min read

AI Agents vs AI Copilots: What's the Difference?

Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.

James Stephen

AI Strategy

Enterprises Have Deployed CX AI. Now to Get it Working.

Jun 5, 2026

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4 min read

Enterprises Have Deployed CX AI. Now to Get it Working.

New research from TELUS Digital suggests the industry's AI challenge has shifted from deployment to performance

James Stephen

AI Strategy

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

May 11, 2026

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2 min read

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

Three days of sessions, workshops and debate begin today as the CX industry grapples with a question AI cannot answer on its own

James Stephen

Agent Experience

Human + AI Collaboration in CX: Designing the Perfect Workflow

May 1, 2026

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4 min read

Human + AI Collaboration in CX: Designing the Perfect Workflow

How leading organisations are designing human and AI workflows that balance automation with empathy to improve customer experience and operational performance

James Stephen

AI Strategy

+10

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

Apr 30, 2026

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2 min read

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

New Gartner data shows AI is reshaping customer service workforces through role redesign and attrition rather than the mass layoffs many predicted

James Stephen

Agent Experience

Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

Cresta Expands Synthetic Customers into Human Agent Training with New AI Simulator

AI Agents vs AI Copilots: What's the Difference?

Enterprises Have Deployed CX AI. Now to Get it Working.

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

Human + AI Collaboration in CX: Designing the Perfect Workflow

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

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