Agentic AI

Autonomous AI agents performing tasks, making decisions, and executing workflows

AI Strategy

+11

Why OpenAI's Presence Signals New Competition for Customer Operations

Jul 28, 2026

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3 min read

Why OpenAI's Presence Signals New Competition for Customer Operations

As OpenAI, Anthropic and Google move beyond foundation models, customer operations are emerging as one of the first areas where frontier AI companies and established CX platforms increasingly overlap

James Stephen

AI Strategy

+14

Context Engineering for Customer Experience Explained

Jul 27, 2026

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6 min read

Context Engineering for Customer Experience Explained

Enterprise AI is entering a new phase where success hinges on giving AI a better understanding of customers, business processes and operational knowledge

James Stephen

AI Strategy

+10

How AI is Finally Making Omnichannel Customer Service Achievable

Jul 14, 2026

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2 min read

How AI is Finally Making Omnichannel Customer Service Achievable

Travel disruption is becoming an early testbed for AI-powered, proactive customer engagement

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

Best AI Agent Platforms for Customer Experience in 2026

Jul 9, 2026

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6 min read

Best AI Agent Platforms for Customer Experience in 2026

A guide to the leading AI agent platforms, how they differ, and which organisations they are best suited to

James Stephen

AI Strategy

+10

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

Jul 8, 2026

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2 min read

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

The company appears to be building an autonomous customer platform fuelled by continuously growing customer context

James Stephen

AI Strategy

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Jul 6, 2026

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2 min read

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

The deployment offers one of the clearest examples yet of how large enterprises are moving beyond AI pilots towards organisation-wide operational adoption

James Stephen

AI Strategy

+10

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Jul 3, 2026

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2 min read

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Gartner predicts that up to $234 billion of enterprise application software spending could be exposed to "agentic arbitrage" by 2030, as AI agents increasingly become the primary interface between users and enterprise applications

James Stephen

AI Strategy

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

Jul 3, 2026

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2 min read

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

The move reflects a broader shift from analysing customer interactions to building AI systems that understand customer context before, during and after engagement

James Stephen

Customer Support

+10

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Jul 2, 2026

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2 min read

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Governance, Microsoft 365 integration and expanded MCP support mark the shift from conversational copilot to operational agent

James Stephen

Strategy & Leadership

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

Jul 1, 2026

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2 min read

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

The acquisition reflects a broader shift in customer experience AI from generating responses to completing work across enterprise systems

James Stephen

Customer Intelligence

+12

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Jun 26, 2026

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2 min read

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

New research indicates AI is now commonplace in customer service as the real competitive challenge shifts to execution, orchestration and customer trust

James Stephen

Customer Support

+12

Jun 26, 2026

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2 min read

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Salesforce’s move appears to validate a broader trend towards outcome-based pricing models in CX AI

James Stephen

Customer Intelligence

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Jun 25, 2026

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2 min read

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

A new AI Routing engine claims to automatically discover, maintain and match expertise across the whole organisation, not just the contact centre

James Stephen

Customer Intelligence

+14

Customer Journey Orchestration: A CX AI Guide

Jun 25, 2026

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5 min read

Customer Journey Orchestration: A CX AI Guide

How AI is turning customer insight into real-time action across the customer lifecycle

James Stephen

AI Strategy

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

Jun 24, 2026

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3 min read

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

As AI agents become permanent members of the customer service workforce, Verint is betting that enterprises will need new tools to manage humans and software side by side

James Stephen

AI Strategy

+11

Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions

Jun 22, 2026

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2 min read

Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions

New deals with Accenture, Omnicom, WPP, Anthropic and Microsoft position CX Enterprise as the connective layer for agentic customer experience

James Stephen

AI Strategy

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Jun 22, 2026

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2 min read

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Infobip's latest CX Maturity Report suggests the biggest obstacle to AI-powered customer experiences is no longer the technology itself, but the systems and processes that sit behind it

James Stephen

AI Strategy

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Jun 19, 2026

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2 min read

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

The Agentforce-built assistant is cutting call volume for two police forces in the UK, but its most significant impact may be the vulnerable people it is helping reach support services for the first time

James Stephen

AI Strategy

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

Jun 18, 2026

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2 min read

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

New research from Kore.ai suggests enterprises are deploying increasingly autonomous AI agents despite widespread concerns about risk, accountability and operational oversight

James Stephen

AI Strategy

AI Vendors Are Winning, But Are Their Customers?

Jun 17, 2026

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4 min read

AI Vendors Are Winning, But Are Their Customers?

As enterprises move beyond experimentation, the next phase of the AI boom may be defined by who can turn adoption into measurable business value

James Stephen

AI Strategy

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Jun 17, 2026

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2 min read

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

The companies aim to create a shared data foundation that allows employees and AI agents to work from the same trusted information

James Stephen

AI Strategy

Jun 16, 2026

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4 min read

How to Map a Customer Journey for AI

A practical guide to redesigning your customer journey around AI capabilities, from identifying automation opportunities to defining where human expertise remains essential

James Stephen

AI Strategy

+10

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Jun 16, 2026

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2 min read

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Fin's technology strengthens Salesforce's push to make autonomous customer service a practical reality for large enterprises

James Stephen

AI Strategy

+10

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

Jun 15, 2026

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3 min read

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

Guest article by Martijn Gribnau, Chief Customer Success Officer at Quant

Martijn Gribnau

Agentic AI

Why OpenAI's Presence Signals New Competition for Customer Operations

Context Engineering for Customer Experience Explained

How AI is Finally Making Omnichannel Customer Service Achievable

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

Best AI Agent Platforms for Customer Experience in 2026

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Customer Journey Orchestration: A CX AI Guide

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

AI Vendors Are Winning, But Are Their Customers?

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

How to Map a Customer Journey for AI

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

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