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
+14
Oct 1, 2026
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3 min read
Salesforce's Listen Labs Deal Shows How AI Could Change Customer Research
Salesforce is buying a platform that uses AI agents to interview real customers, synthesise their feedback and simulate how they might respond. The harder question is how much those simulations can really tell businesses
AI Strategy
+10
Sep 14, 2026
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4 min read
The AI-Native Customer Service Operating Model: How Service Teams Need to Change
As AI moves from assisting agents to performing service work, the operating model behind customer service has to change with it
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
+10
Aug 20, 2026
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5 min read
MCP (Model Context Protocol) Explained for Customer Experience
Learn what the Model Context Protocol (MCP) is, how it connects AI with enterprise systems and why it could become a foundational technology for AI-powered customer experience
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
Aug 7, 2026
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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
