Automation

Technologies and strategies automating processes across customer experience and operations

Agent Experience

Human + AI Collaboration in CX: Designing the Perfect Workflow

Apr 30, 2026

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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

Chatbots & Virtual Agents

AI for Contact Centres: From Cost Centre to Growth Engine

Apr 28, 2026

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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

The Hidden Costs of AI in Customer Experience

Apr 24, 2026

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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 Business Case for CX AI: How to Get Executive Buy-In

Apr 23, 2026

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4 min read

The Business Case for CX AI: How to Get Executive Buy-In

A practical framework for building a clear, defensible business case for AI in customer experience

James Stephen

AI Strategy

How to Implement AI in Customer Support: A Practical Guide

Apr 15, 2026

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5 min read

How to Implement AI in Customer Support: A Practical Guide

A practical, step-by-step guide to implementing AI in customer support, covering goal-setting, use case selection, data preparation, and the ongoing optimisation that separates successful deployments from failed ones

James Stephen

AI Strategy

Apr 13, 2026

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4 min read

Top 10 CX AI Tools in 2026

A curated guide to the top CX AI tools for customer support, personalisation, and analytics in 2026, with honest assessments of who each platform is suited for

James Stephen

Automation

Human + AI Collaboration in CX: Designing the Perfect Workflow

AI for Contact Centres: From Cost Centre to Growth Engine

The Hidden Costs of AI in Customer Experience

The Business Case for CX AI: How to Get Executive Buy-In

How to Implement AI in Customer Support: A Practical Guide

Top 10 CX AI Tools in 2026

CX AI News