Analysis
In-depth examination of trends, technologies, and shifts in customer experience and AI
AI Strategy
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Jun 15, 2026
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3 min read
Why Customer Experience Needs a Reasoning Layer, Not Just Automation
Guest article by Martijn Gribnau, Chief Customer Success Officer at Quant
AI Strategy
+10
Jun 4, 2026
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4 min read
The Rise of Autonomous Customer Experience
Autonomous customer experience is the next stage of AI. Learn how AI agents may reshape service, journeys and loyalty
AI Strategy
+10
Jun 3, 2026
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3 min read
AI Agents Are Becoming a Workforce Category
As vendors introduce observability, governance, and workforce management for AI agents, the contact centre may be creating an entirely new category of worker
AI Strategy
+12
Jun 2, 2026
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2 min read
Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer
The deal suggests that AI agents require structured content infrastructure capable of assembling personalised experiences in real time
AI Strategy
+11
Jun 1, 2026
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3 min read
Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market
As AI agents become commonplace, the focus is moving from managing interactions to deciding what should happen next
AI Strategy
+11
May 28, 2026
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3 min read
AI Complexity Adds More Work Than it Removes, Freshworks Research Finds
A new survey of 12,000 IT leaders finds UK businesses lose £11.7bn annually to AI complexity, as output quality problems and governance gaps erode the productivity promise
AI Strategy
+12
May 27, 2026
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2 min read
Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership
Fujitsu’s latest AI announcements suggest enterprise AI is evolving beyond static copilots towards adaptive systems designed to continuously learn, optimise workflows, and operate safely at scale
AI Strategy
+11
May 27, 2026
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3 min read
Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard
A new conversational analytics feature from the CX automation platform reflects a broader movement in how enterprise data is accessed and understood
AI Strategy
+11
May 26, 2026
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4 min read
How to Launch a CX AI Pilot
Most CX AI pilots don't fail because the technology doesn't work. The problem is almost always what surrounds it
AI Strategy
+11
May 26, 2026
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2 min read
Gartner: One-Size Governance Will Kill Your AI Agent Programme
New research warns that applying uniform controls across all AI agents is a leading cause of enterprise failure
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
