Contact Centre Technology

Systems powering modern contact centres, including routing, analytics, and AI

AI Strategy

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Jun 15, 2026

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3 min read

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

While organisations race to scale AI across customer experience operations, fewer than four in ten say compliance is keeping pace

James Stephen

Chatbots & Virtual Agents

+11

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

Jun 12, 2026

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4 min read

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

Why your AI is only as good as the knowledge behind it

James Stephen

AI Strategy

+10

AI Agents vs AI Copilots: What's the Difference?

Jun 9, 2026

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4 min read

AI Agents vs AI Copilots: What's the Difference?

Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.

James Stephen

AI Strategy

Enterprises Have Deployed CX AI. Now to Get it Working.

Jun 5, 2026

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4 min read

Enterprises Have Deployed CX AI. Now to Get it Working.

New research from TELUS Digital suggests the industry's AI challenge has shifted from deployment to performance

James Stephen

AI Strategy

+10

AI Agents Are Becoming a Workforce Category

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

James Stephen

Customer Support

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

Jun 3, 2026

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2 min read

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

AI Concierge, AI Agent 360, and a new workforce engagement suite signal Cisco’s push to position Webex Contact Center for a blended human and AI workforce

James Stephen

AI Strategy

+11

Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market

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

James Stephen

Chatbots & Virtual Agents

+13

Top Conversational AI Platforms for Enterprises

May 28, 2026

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4 min read

Top Conversational AI Platforms for Enterprises

From global scale to deep customisation, how the leading platforms stack up for enterprise buyers in 2026

James Stephen

AI Strategy

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

May 21, 2026

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2 min read

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

8x8 closes its first GAAP-profitable fiscal year since 2015 and sets out why open, integrated platforms are now a prerequisite for AI-era CX, not a preference.

James Stephen

AI Strategy

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

May 20, 2026

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2 min read

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The company says the industry has spent years layering tools onto broken workflows. Its new platform is designed to start from scratch.

James Stephen

AI Strategy

+11

Fin Launches Operator: an AI Agent to Manage Customer Support AI

May 18, 2026

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2 min read

Fin Launches Operator: an AI Agent to Manage Customer Support AI

The new agent handles everything from knowledge base management to AI configuration

James Stephen

AI Strategy

+10

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

May 15, 2026

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2 min read

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

The partnership marks one of the first deployments of contact centre technology inside physical AI robots

James Stephen

AI Strategy

+10

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

May 15, 2026

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2 min read

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

Despite record revenue, the networking giant is repositioning for an AI infrastructure future

James Stephen

Voice of the Customer

+10

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

May 14, 2026

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2 min read

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

The new Companion Agent brings context-aware support to frontline teams across the full interaction lifecycle

James Stephen

Chatbots & Virtual Agents

+13

Best AI Customer Service Software for Mid-Sized Businesses (2026)

May 14, 2026

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5 min read

Best AI Customer Service Software for Mid-Sized Businesses (2026)

Compare the best AI customer service software for growing businesses, including chatbots, automation, agent assist and omnichannel support

James Stephen

AI Strategy

+13

How to Prepare Customer Data for AI in Customer Experience

May 12, 2026

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4 min read

How to Prepare Customer Data for AI in Customer Experience

Customer data is the foundation of CX AI success. Learn how to clean, structure and unify customer data before deploying AI

James Stephen

AI Strategy

+14

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

May 12, 2026

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2 min read

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

Available 15 June, the Summer '26 update charts Salesforce's path to the agentic enterprise

James Stephen

AI Strategy

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

May 8, 2026

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2 min read

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

The joint solution brings together CXone's engagement intelligence with ServiceNow's workflow layer

James Stephen

AI Strategy

What the EU AI Act Means for Customer Experience Leaders

May 6, 2026

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4 min read

What the EU AI Act Means for Customer Experience Leaders

Discover how the EU AI Act will impact customer experience, contact centres, chatbots and AI-driven service operations

James Stephen

CX Platforms

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

May 6, 2026

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2 min read

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

ServiceNow made the announcements at its customer and partner conference, Knowledge 2026

James Stephen

AI Strategy

Agentic AI in Customer Experience: What It Means for Brands in 2026

May 5, 2026

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5 min read

Agentic AI in Customer Experience: What It Means for Brands in 2026

How autonomous AI agents are transforming customer support, personalisation, and service operations in 2026

James Stephen

AI Strategy

Why CX Leaders Should Put Google Cloud Summit London on Their Radar

May 5, 2026

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2 min read

Why CX Leaders Should Put Google Cloud Summit London on Their Radar

Google Cloud Summit London 2026 | 17–18 June, Tobacco Dock, London

James Stephen

Agent Experience

Human + AI Collaboration in CX: Designing the Perfect Workflow

May 1, 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 29, 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

Chatbots & Virtual Agents

Rule-Based Bots vs AI Bots: What’s the Difference?

Apr 21, 2026

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3 min read

Rule-Based Bots vs AI Bots: What’s the Difference?

A clear guide to rule-based vs AI chatbots, including use cases, strengths, and when each approach works best

James Stephen

Contact Centre Technology

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

AI Agents vs AI Copilots: What's the Difference?

Enterprises Have Deployed CX AI. Now to Get it Working.

AI Agents Are Becoming a Workforce Category

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market

Top Conversational AI Platforms for Enterprises

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

Fin Launches Operator: an AI Agent to Manage Customer Support AI

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

Best AI Customer Service Software for Mid-Sized Businesses (2026)

How to Prepare Customer Data for AI in Customer Experience

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

What the EU AI Act Means for Customer Experience Leaders

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

Agentic AI in Customer Experience: What It Means for Brands in 2026

Why CX Leaders Should Put Google Cloud Summit London on Their Radar

Human + AI Collaboration in CX: Designing the Perfect Workflow

AI for Contact Centres: From Cost Centre to Growth Engine

Rule-Based Bots vs AI Bots: What’s the Difference?

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