AI Governance
Frameworks, controls, and policies ensuring responsible and effective AI deployment
AI Strategy
+10
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.
AI Strategy
+10
Jun 4, 2026
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4 min read
The Rise of Autonomous Customer Experience
Autonomous customer experience is the next stage of AI. Learn how AI agents may reshape service, journeys and loyalty
AI Strategy
+10
Jun 3, 2026
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3 min read
AI Agents Are Becoming a Workforce Category
As vendors introduce observability, governance, and workforce management for AI agents, the contact centre may be creating an entirely new category of worker
AI Strategy
+11
May 28, 2026
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3 min read
AI Complexity Adds More Work Than it Removes, Freshworks Research Finds
A new survey of 12,000 IT leaders finds UK businesses lose £11.7bn annually to AI complexity, as output quality problems and governance gaps erode the productivity promise
AI Strategy
+12
May 27, 2026
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2 min read
Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership
Fujitsu’s latest AI announcements suggest enterprise AI is evolving beyond static copilots towards adaptive systems designed to continuously learn, optimise workflows, and operate safely at scale
AI Strategy
+11
May 26, 2026
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4 min read
How to Launch a CX AI Pilot
Most CX AI pilots don't fail because the technology doesn't work. The problem is almost always what surrounds it
AI Strategy
+11
May 26, 2026
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2 min read
Gartner: One-Size Governance Will Kill Your AI Agent Programme
New research warns that applying uniform controls across all AI agents is a leading cause of enterprise failure
AI Strategy
+12
May 25, 2026
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3 min read
"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet
Salesforce's Vala Afshar explains the thinking behind its "Headless 360" strategy, pointing to a future where AI agents operate enterprise software directly
AI Strategy
+11
May 22, 2026
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2 min read
Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer
As enterprise AI moves from standalone assistants to interconnected agent ecosystems, Kore.ai is staking its claim to be the platform that governs and orchestrates them
AI Strategy
+10
May 19, 2026
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2 min read
Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back
New Gartner figures confirm surging investment, but evidence of measurable returns for businesses remains uncertain
AI Strategy
+11
May 18, 2026
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2 min read
Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home
New research from Sinch points to a governance crisis in CX AI, with infrastructure problems at the root
AI Strategy
+11
May 18, 2026
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2 min read
Fin Launches Operator: an AI Agent to Manage Customer Support AI
The new agent handles everything from knowledge base management to AI configuration
AI Strategy
+16
May 13, 2026
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2 min read
SAP Unveils the Autonomous Enterprise at Sapphire 2026
From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations
