Analysis

In-depth examination of trends, technologies, and shifts in customer experience and AI

Customer Intelligence

The Future of Customer Experience: What CX Looks Like in 2030

May 1, 2026

•

3 min read

The Future of Customer Experience: What CX Looks Like in 2030

How AI, predictive intelligence, and autonomous systems will reshape customer experience, personalisation, and service delivery by 2030

James Stephen

Agent Experience

Human + AI Collaboration in CX: Designing the Perfect Workflow

Apr 30, 2026

•

4 min read

Human + AI Collaboration in CX: Designing the Perfect Workflow

How leading organisations are designing human and AI workflows that balance automation with empathy to improve customer experience and operational performance

James Stephen

Customer Intelligence

Personalisation at Scale: How AI is Redefining Customer Journeys

Apr 29, 2026

•

4 min read

Personalisation at Scale: How AI is Redefining Customer Journeys

How real-time data, AI decisioning, and dynamic content are transforming personalisation from segments to individuals

James Stephen

Chatbots & Virtual Agents

AI for Contact Centres: From Cost Centre to Growth Engine

Apr 28, 2026

•

4 min read

AI for Contact Centres: From Cost Centre to Growth Engine

How AI is transforming contact centres into revenue drivers through automation, insight, and real-time intelligence

James Stephen

AI Strategy

AI in Customer Experience: Build vs Buy vs Partner

Apr 27, 2026

•

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

•

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

Customer Intelligence

The CX Opportunities in Marketing With Agentic AI

Apr 27, 2026

•

2 min read

The CX Opportunities in Marketing With Agentic AI

McKinsey explores agentic AI in marketing, but its findings may carry broader implications for customer experience leaders

James Stephen

AI Strategy

AI Governance in Customer Experience: What Every Company Needs

Apr 26, 2026

•

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

•

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

•

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

•

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 Real ROI of AI in Customer Experience

Apr 21, 2026

•

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

The Biggest Mistakes Companies Make with AI in Customer Experience

Apr 16, 2026

•

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

Chatbots & Virtual Agents

AI Chatbots vs Human Support: Finding the Right Balance

Apr 14, 2026

•

4 min read

AI Chatbots vs Human Support: Finding the Right Balance

A practical comparison of AI chatbots and human agents in customer support, and why the most effective CX operations in 2026 are designed to use both intelligently

James Stephen

Personalisation

How AI is Transforming Customer Experience

Apr 13, 2026

•

3 min read

How AI is Transforming Customer Experience

Discover how AI is reshaping customer experience across support, personalisation, and analytics, and what it means for businesses that are still operating traditional CX models

James Stephen

Analysis

The Future of Customer Experience: What CX Looks Like in 2030

Human + AI Collaboration in CX: Designing the Perfect Workflow

Personalisation at Scale: How AI is Redefining Customer Journeys

AI for Contact Centres: From Cost Centre to Growth Engine

AI in Customer Experience: Build vs Buy vs Partner

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

The CX Opportunities in Marketing With Agentic AI

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 Real ROI of AI in Customer Experience

The Biggest Mistakes Companies Make with AI in Customer Experience

AI Chatbots vs Human Support: Finding the Right Balance

How AI is Transforming Customer Experience

CX AI News