AI Transformation
AI transformation in customer experience is changing how businesses deliver support, personalise interactions, and scale operations. From AI-powered automation in contact centres to data-driven decision-making, explore practical strategies, implementation guides, and real-world examples of AI in customer experience and service operations.
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
+12
May 21, 2026
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4 min read
How CMOs and CX Leaders Should Work Together on AI
As AI spans the full customer lifecycle, the traditional divide between marketing and customer experience is becoming increasingly difficult to sustain
AI Strategy
+10
May 20, 2026
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4 min read
10 Steve Jobs Principles Applied to Modern CX
These principles, designed for sales, have a lot to offer CX strategists as well
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
+10
May 15, 2026
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2 min read
Avaya Infinity Brings Contact Centre AI to avatarin's Robots
The partnership marks one of the first deployments of contact centre technology inside physical AI robots
AI Strategy
+10
May 15, 2026
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2 min read
Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?
Despite record revenue, the networking giant is repositioning for an AI infrastructure future
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
AI Strategy
+13
May 12, 2026
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4 min read
How to Prepare Customer Data for AI in Customer Experience
Customer data is the foundation of CX AI success. Learn how to clean, structure and unify customer data before deploying AI
AI Strategy
+14
May 12, 2026
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2 min read
Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections
Available 15 June, the Summer '26 update charts Salesforce's path to the agentic enterprise
AI Strategy
+11
May 11, 2026
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2 min read
AI Will Handle More Than a Third of Marketing Work by 2028, Gartner Finds
New research from Gartner reveals the scale of AI's advance into marketing and how best to approach the transformation
AI Strategy
+11
May 8, 2026
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2 min read
Google Cloud Deepens Retail AI Push with OTB Group Virtual Try-On Launch
How Google Cloud is building the infrastructure for personalised commerce, one partnership at a time
