Automation
Technologies and strategies automating processes across customer experience and operations
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
+11
Jul 22, 2026
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2 min read
Gallup: AI's Biggest Productivity Gains Come From Workflow Integration
New workplace data shows the biggest productivity gains come from applying AI to specific, repeatable tasks, not just having access to it
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
AI Strategy
+11
Jun 22, 2026
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2 min read
Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions
New deals with Accenture, Omnicom, WPP, Anthropic and Microsoft position CX Enterprise as the connective layer for agentic customer experience
AI Strategy
+10
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
