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

Best AI Agent Platforms for Customer Experience in 2026

Jul 9, 2026

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6 min read

Best AI Agent Platforms for Customer Experience in 2026

A guide to the leading AI agent platforms, how they differ, and which organisations they are best suited to

James Stephen

Voice of the Customer

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How AI Identifies Customer Friction Before Customers Complain

Jul 7, 2026

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5 min read

How AI Identifies Customer Friction Before Customers Complain

How AI analyses customer behaviour, conversations and journeys to detect emerging problems before they damage loyalty or drive customers away

James Stephen

AI Strategy

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Jul 6, 2026

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2 min read

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

The deployment offers one of the clearest examples yet of how large enterprises are moving beyond AI pilots towards organisation-wide operational adoption

James Stephen

AI Strategy

+10

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Jul 3, 2026

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2 min read

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Gartner predicts that up to $234 billion of enterprise application software spending could be exposed to "agentic arbitrage" by 2030, as AI agents increasingly become the primary interface between users and enterprise applications

James Stephen

Customer Support

+10

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Jul 2, 2026

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2 min read

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Governance, Microsoft 365 integration and expanded MCP support mark the shift from conversational copilot to operational agent

James Stephen

Explainer

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The Single Customer View: Myth or Reality?

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

James Stephen

CX Platforms

NiCE Brings CX AI to AWS European Sovereign Cloud

Jul 1, 2026

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3 min read

NiCE Brings CX AI to AWS European Sovereign Cloud

NiCE's latest expansion of its AWS partnership signals that deployment, governance and sovereignty are becoming as central to enterprise CX AI buying decisions as the underlying models themselves

James Stephen

Strategy & Leadership

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

Jul 1, 2026

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2 min read

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

The acquisition reflects a broader shift in customer experience AI from generating responses to completing work across enterprise systems

James Stephen

Customer Support

8x8 Reports 99% Reduction in University Clearing Wait Times

Jun 30, 2026

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2 min read

8x8 Reports 99% Reduction in University Clearing Wait Times

The company says AI-powered routing and self-service reduced student wait times from more than 18 minutes to under eight seconds, dramatically improving this critical customer journey

James Stephen

Digital Transformation

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

Jun 30, 2026

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5 min read

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

As AI spans marketing, customer service and IT, organisations are discovering that the real challenge is not ownership but accountability

James Stephen

Digital Transformation

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

Jun 29, 2026

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3 min read

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

The partnership signals a broader shift in how enterprise AI is being positioned, from standalone assistants to the software layer that coordinates customer experiences, employees and business operations

James Stephen

Digital Transformation

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Jun 29, 2026

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2 min read

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Ford rehires over 350 veteran engineers, demonstrating that AI is only as effective as the institutional knowledge behind it

James Stephen

Customer Intelligence

+12

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Jun 26, 2026

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2 min read

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

New research indicates AI is now commonplace in customer service as the real competitive challenge shifts to execution, orchestration and customer trust

James Stephen

Customer Support

+12

Jun 26, 2026

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2 min read

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Salesforce’s move appears to validate a broader trend towards outcome-based pricing models in CX AI

James Stephen

Customer Intelligence

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Jun 25, 2026

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2 min read

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

A new AI Routing engine claims to automatically discover, maintain and match expertise across the whole organisation, not just the contact centre

James Stephen

Customer Intelligence

+14

Customer Journey Orchestration: A CX AI Guide

Jun 25, 2026

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5 min read

Customer Journey Orchestration: A CX AI Guide

How AI is turning customer insight into real-time action across the customer lifecycle

James Stephen

AI Strategy

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

Jun 24, 2026

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3 min read

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

As AI agents become permanent members of the customer service workforce, Verint is betting that enterprises will need new tools to manage humans and software side by side

James Stephen

AI Strategy

AI Transparency in Customer Experience: What Customers Expect

Jun 23, 2026

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4 min read

AI Transparency in Customer Experience: What Customers Expect

Why honesty about AI use, not technical explainability, is becoming the real measure of customer trust

James Stephen

AI Strategy

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Jun 22, 2026

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2 min read

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Infobip's latest CX Maturity Report suggests the biggest obstacle to AI-powered customer experiences is no longer the technology itself, but the systems and processes that sit behind it

James Stephen

AI Strategy

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Jun 19, 2026

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2 min read

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

The Agentforce-built assistant is cutting call volume for two police forces in the UK, but its most significant impact may be the vulnerable people it is helping reach support services for the first time

James Stephen

AI Strategy

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

Jun 18, 2026

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2 min read

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

New research from Kore.ai suggests enterprises are deploying increasingly autonomous AI agents despite widespread concerns about risk, accountability and operational oversight

James Stephen

AI Strategy

The New CX Operating Model for the AI Era

Jun 18, 2026

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4 min read

The New CX Operating Model for the AI Era

AI is reshaping customer experience, but the bigger challenge is redesigning the people, processes and governance that sit behind it

James Stephen

AI Strategy

AI Vendors Are Winning, But Are Their Customers?

Jun 17, 2026

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4 min read

AI Vendors Are Winning, But Are Their Customers?

As enterprises move beyond experimentation, the next phase of the AI boom may be defined by who can turn adoption into measurable business value

James Stephen

AI Strategy

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Jun 17, 2026

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2 min read

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

The companies aim to create a shared data foundation that allows employees and AI agents to work from the same trusted information

James Stephen

AI Strategy

Jun 16, 2026

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4 min read

How to Map a Customer Journey for AI

A practical guide to redesigning your customer journey around AI capabilities, from identifying automation opportunities to defining where human expertise remains essential

James Stephen

AI Transformation

Best AI Agent Platforms for Customer Experience in 2026

How AI Identifies Customer Friction Before Customers Complain

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

The Single Customer View: Myth or Reality?

NiCE Brings CX AI to AWS European Sovereign Cloud

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

8x8 Reports 99% Reduction in University Clearing Wait Times

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Customer Journey Orchestration: A CX AI Guide

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

AI Transparency in Customer Experience: What Customers Expect

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

The New CX Operating Model for the AI Era

AI Vendors Are Winning, But Are Their Customers?

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

How to Map a Customer Journey for AI

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