AI Governance
Frameworks, controls, and policies ensuring responsible and effective AI deployment
AI Strategy
+15
Sep 1, 2026
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2 min read
Tealium Pushes AI Agents Beyond Data Access to Platform Configuration
New MCP capabilities give AI systems access to governed customer context while allowing users to configure parts of Tealium's platform through natural language
AI Strategy
+11
Aug 24, 2026
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4 min read
What is AI Orchestration? How AI Agents Coordinate Customer Experience
As enterprises stack up agents, tools and data sources, coordinating them effectively is becoming a critical differentiator in AI-driven CX
AI Strategy
+10
Aug 21, 2026
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2 min read
Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure
Salesforce is expanding Headless 360 across its platform, giving AI agents governed access to customer data, workflows and business capabilities without requiring them to operate inside traditional applications
AI Strategy
+11
Aug 19, 2026
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2 min read
Pega Brings AI Governance Into the Customer Engagement Workflow
Pega's latest customer engagement AI capabilities suggest governance is moving closer to the point where AI decisions become customer actions
AI Strategy
+12
Jul 31, 2026
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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
AI Strategy
+11
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
AI Strategy
+14
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
AI Strategy
+11
Jul 24, 2026
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3 min read
SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context
CEO Christian Klein says enterprise AI must be grounded in trusted business data, reflecting a broader industry move beyond generic AI tools.
AI Strategy
+10
Jul 16, 2026
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4 min read
How to Build an AI Knowledge Base for Customer Support
Why the biggest gains in customer-facing AI come from better knowledge, not bigger models
AI Strategy
+11
Jul 13, 2026
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4 min read
AI Guardrails Explained: How to Keep Customer-Facing AI Safe
Why predictable, well-governed AI matters more than raw model capability, and how to build it
Explainer
+10
Jul 2, 2026
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6 min read
The Single Customer View: Myth or Reality?
Why decades of investment still haven't delivered a complete customer picture, and how AI is redefining what "understanding the customer" actually means
