AI Strategy

How organisations plan, prioritise, and implement AI within customer experience

AI Strategy

AI in Customer Experience: Build vs Buy vs Partner

Apr 27, 2026

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4 min read

AI in Customer Experience: Build vs Buy vs Partner

A strategic guide to evaluating trade-offs, capabilities, and long-term advantage in CX AI

James Stephen

AI Strategy

Apr 27, 2026

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3 min read

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

With updates spanning contact centres, CRM and analytics, Microsoft is making a broader play for end-to-end customer experience AI

James Stephen

AI Strategy

AI Governance in Customer Experience: What Every Company Needs

Apr 26, 2026

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3 min read

AI Governance in Customer Experience: What Every Company Needs

How to manage risk, ensure compliance, and build trust in AI-driven customer experience

James Stephen

AI Strategy

The Role of Data in CX AI: Why Most Companies Get It Wrong

Apr 26, 2026

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4 min read

The Role of Data in CX AI: Why Most Companies Get It Wrong

Why data quality, integration, and governance determine whether CX AI succeeds or fails

James Stephen

AI Strategy

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

Apr 25, 2026

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3 min read

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

At Adobe Summit 2026, the company outlined how it is aligning its platform with the rise of agentic AI, where systems increasingly coordinate marketing, data, and customer experience workflows end to end

James Stephen

AI Strategy

The Hidden Costs of AI in Customer Experience

Apr 24, 2026

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4 min read

The Hidden Costs of AI in Customer Experience

What organisations underestimate about AI costs in customer experience and how to plan for them

James Stephen

AI Strategy

The Business Case for CX AI: How to Get Executive Buy-In

Apr 23, 2026

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4 min read

The Business Case for CX AI: How to Get Executive Buy-In

A practical framework for building a clear, defensible business case for AI in customer experience

James Stephen

AI Strategy

Beyond NPS: How to Measure Customer Experience in the Age of AI

Apr 22, 2026

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4 min read

Beyond NPS: How to Measure Customer Experience in the Age of AI

NPS was built for a different era. Learn which metrics actually capture AI-driven CX performance and how to build a measurement framework that keeps pace

James Stephen

AI Strategy

The Real ROI of AI in Customer Experience

Apr 21, 2026

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4 min read

The Real ROI of AI in Customer Experience

How to measure the true ROI of AI in customer experience beyond cost savings, including efficiency, growth, and long-term value

James Stephen

AI Strategy

How to Choose the Right CX AI Tools for Your Business

Apr 19, 2026

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3 min read

How to Choose the Right CX AI Tools for Your Business

A practical, no-nonsense guide to selecting CX AI tools based on real business needs, not vendor hype

James Stephen

AI Strategy

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

Apr 18, 2026

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3 min read

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

A deep dive into the CX AI stack, including engagement, orchestration, intelligence, and data layers

James Stephen

AI Strategy

The Biggest Mistakes Companies Make with AI in Customer Experience

Apr 16, 2026

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4 min read

The Biggest Mistakes Companies Make with AI in Customer Experience

The most common mistakes companies make when implementing AI in customer experience, and how to avoid them

James Stephen

AI Strategy

How to Implement AI in Customer Support: A Practical Guide

Apr 15, 2026

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5 min read

How to Implement AI in Customer Support: A Practical Guide

A practical, step-by-step guide to implementing AI in customer support, covering goal-setting, use case selection, data preparation, and the ongoing optimisation that separates successful deployments from failed ones

James Stephen

AI Strategy

Apr 13, 2026

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4 min read

Top 10 CX AI Tools in 2026

A curated guide to the top CX AI tools for customer support, personalisation, and analytics in 2026, with honest assessments of who each platform is suited for

James Stephen

AI Strategy

What is CX AI? A Clear Definition (2026)

Apr 12, 2026

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3 min read

What is CX AI? A Clear Definition (2026)

A complete guide to CX AI: what it is, how it works, the technologies behind it, and why it matters for modern customer experience teams

James Stephen

AI Strategy

AI in Customer Experience: Build vs Buy vs Partner

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

AI Governance in Customer Experience: What Every Company Needs

The Role of Data in CX AI: Why Most Companies Get It Wrong

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

The Hidden Costs of AI in Customer Experience

The Business Case for CX AI: How to Get Executive Buy-In

Beyond NPS: How to Measure Customer Experience in the Age of AI

The Real ROI of AI in Customer Experience

How to Choose the Right CX AI Tools for Your Business

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

The Biggest Mistakes Companies Make with AI in Customer Experience

How to Implement AI in Customer Support: A Practical Guide

Top 10 CX AI Tools in 2026

What is CX AI? A Clear Definition (2026)

CX AI News