Analysis
In-depth examination of trends, technologies, and shifts in customer experience and AI
AI Strategy
+12
Jul 30, 2026
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3 min read
Microsoft's Results Suggest AI Investment is Paying Off
Strong growth in Azure and Microsoft 365 Copilot demonstrate enterprise customers are increasingly willing to pay for AI, easing concerns about the scale of Microsoft's infrastructure spending
AI Strategy
+12
Jul 29, 2026
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2 min read
Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So
Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome
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
+15
Jul 21, 2026
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4 min read
What is Customer Journey Intelligence? A Complete Guide
How AI connects data from across every channel to reveal, predict and improve the journeys customers actually take
AI Strategy
+10
Jul 20, 2026
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4 min read
Enterprise AI is Entering its Measurement Era
Why organisations are moving beyond AI adoption metrics to measuring business outcomes, and what that means for CX leaders
AI Strategy
+10
Jul 14, 2026
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2 min read
How AI is Finally Making Omnichannel Customer Service Achievable
Travel disruption is becoming an early testbed for AI-powered, proactive customer engagement
AI Strategy
+10
Jul 8, 2026
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2 min read
Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence
The company appears to be building an autonomous customer platform fuelled by continuously growing customer context
AI Strategy
+10
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
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
