Agentic AI

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

Customer Intelligence

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

Aug 14, 2026

•

2 min read

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

Cisco says agentic AI is driving a networking supercycle. Its own customer operations offer a glimpse of what that looks like in practice

James Stephen

Agent Experience

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

Aug 13, 2026

•

5 min read

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

How AI helps customer service teams find information, automate routine work and handle more complex conversations

James Stephen

Customer Intelligence

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

Aug 12, 2026

•

4 min read

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

Gartner's 2026 CRM Sales Platforms MQ shows vendors embracing agentic AI, but most remain reliant on workflow-based agents as the leading platforms build towards greater autonomy

James Stephen

Customer Intelligence

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

Aug 11, 2026

•

3 min read

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

Enterprise AI is moving beyond pilots as agents take on real work, shifting the challenge from adoption to reliable, scalable deployment

James Stephen

AI Strategy

Aug 10, 2026

•

5 min read

What is an AI-Native Contact Centre?

AI-native contact centres are moving beyond AI-assisted service, redesigning customer operations around autonomous systems, orchestration and human expertise

James Stephen

AI Strategy

+12

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

Aug 7, 2026

•

2 min read

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

HubSpot's latest earnings suggest AI adoption and operational outcomes are becoming key measures of performance for CRM vendors, alongside revenue and customer growth

James Stephen

Chatbots & Virtual Agents

+13

Customer-Facing AI in the UK. Which Laws Apply?

Aug 5, 2026

•

7 min read

Customer-Facing AI in the UK. Which Laws Apply?

A guide to the laws and guidance shaping customer-facing AI in the UK

James Stephen

News

Wayy Targets Solopreneurs with AI That Automates LinkedIn Sales Prospecting

Aug 4, 2026

•

2 min read

Wayy Targets Solopreneurs with AI That Automates LinkedIn Sales Prospecting

Wayy’s AI platform automates LinkedIn prospecting for solo founders, reflecting a broader trend towards autonomous customer acquisition tools for small businesses

James Stephen

Explainer

Aug 3, 2026

•

6 min read

What is Customer Data Intelligence?

How AI transforms disconnected customer data into the insights and decisions that power modern customer experience

James Stephen

AI Strategy

+12

AI Decisioning Explained: How AI Makes Customer Decisions in Real Time

Jul 31, 2026

•

5 min read

AI Decisioning Explained: How AI Makes Customer Decisions in Real Time

Why real-time decision engines are becoming the new competitive edge in customer experience

James Stephen

AI Strategy

+11

Why OpenAI's Presence Signals New Competition for Customer Operations

Jul 28, 2026

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

•

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

Agentic 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

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

What is an AI-Native Contact Centre?

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

Customer-Facing AI in the UK. Which Laws Apply?

Wayy Targets Solopreneurs with AI That Automates LinkedIn Sales Prospecting

What is Customer Data Intelligence?

AI Decisioning Explained: How AI Makes Customer Decisions in Real Time

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

Subscribe to our free weekly newsletter!