Customer Data

Collection, management, and activation of customer data across systems and channels

AI Strategy

+14

Context Engineering for Customer Experience Explained

Jul 27, 2026

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6 min read

Context Engineering for Customer Experience Explained

Enterprise AI is entering a new phase where success hinges on giving AI a better understanding of customers, business processes and operational knowledge

James Stephen

AI Strategy

+11

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

Jul 24, 2026

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3 min read

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

CEO Christian Klein says enterprise AI must be grounded in trusted business data, reflecting a broader industry move beyond generic AI tools.

James Stephen

Voice of the Customer

+11

Jul 23, 2026

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5 min read

What is Voice of the Customer (VoC) in the Age of AI?

How AI is transforming customer feedback into continuous customer intelligence and real-time action

James Stephen

AI Strategy

+15

What is Customer Journey Intelligence? A Complete Guide

Jul 21, 2026

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4 min read

What is Customer Journey Intelligence? A Complete Guide

How AI connects data from across every channel to reveal, predict and improve the journeys customers actually take

James Stephen

AI Strategy

+10

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

Jul 8, 2026

•

2 min read

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

The company appears to be building an autonomous customer platform fuelled by continuously growing customer context

James Stephen

Voice of the Customer

+12

How AI Identifies Customer Friction Before Customers Complain

Jul 7, 2026

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5 min read

How AI Identifies Customer Friction Before Customers Complain

How AI analyses customer behaviour, conversations and journeys to detect emerging problems before they damage loyalty or drive customers away

James Stephen

AI Strategy

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

Jul 3, 2026

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2 min read

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

The move reflects a broader shift from analysing customer interactions to building AI systems that understand customer context before, during and after engagement

James Stephen

Explainer

+10

The Single Customer View: Myth or Reality?

Jul 2, 2026

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6 min read

The Single Customer View: Myth or Reality?

Why decades of investment still haven't delivered a complete customer picture, and how AI is redefining what "understanding the customer" actually means

James Stephen

Customer Intelligence

+14

Customer Journey Orchestration: A CX AI Guide

Jun 25, 2026

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5 min read

Customer Journey Orchestration: A CX AI Guide

How AI is turning customer insight into real-time action across the customer lifecycle

James Stephen

AI Strategy

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Jun 17, 2026

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2 min read

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

The companies aim to create a shared data foundation that allows employees and AI agents to work from the same trusted information

James Stephen

AI Strategy

+10

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

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

Martijn Gribnau

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

Salesforce Showcases Agentforce Vision at the FIFA World Cup

Jun 8, 2026

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3 min read

Salesforce Showcases Agentforce Vision at the FIFA World Cup

The partnership puts agentic AI at the centre of one of the world's most complex customer experience environments

James Stephen

Voice of the Customer

+14

How AI Impacts Customer Retention and Churn

Jun 2, 2026

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5 min read

How AI Impacts Customer Retention and Churn

Why most businesses are losing customers they think they're keeping and how AI changes that

James Stephen

AI Strategy

+12

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

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

James Stephen

AI Strategy

Cresta's Synthetic Customers Point to the Next Evolution of CX Analytics

Jun 1, 2026

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3 min read

Cresta's Synthetic Customers Point to the Next Evolution of CX Analytics

A small group of vendors is beginning to model how customers behave, not just what they will do

James Stephen

Voice of the Customer

+11

Sprinklr Buys ViralMoment to Close the VoC Blind Spot in Video

May 29, 2026

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2 min read

Sprinklr Buys ViralMoment to Close the VoC Blind Spot in Video

Brands are losing signal as customer sentiment shifts to short-form video, while most listening tools are still reading text

James Stephen

AI Strategy

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

May 22, 2026

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2 min read

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

The move is backed by expanded partnerships with Google Cloud, Microsoft, and AWS, as Salesforce doubles down on its argument that you cannot have trusted AI without trusted data

James Stephen

AI Strategy

+12

How CMOs and CX Leaders Should Work Together on AI

May 21, 2026

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4 min read

How CMOs and CX Leaders Should Work Together on AI

As AI spans the full customer lifecycle, the traditional divide between marketing and customer experience is becoming increasingly difficult to sustain

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

Customer Intelligence

Personalisation at Scale: How AI is Redefining Customer Journeys

Apr 30, 2026

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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

AI Strategy

AI Governance in Customer Experience: What Every Company Needs

Apr 27, 2026

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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 27, 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

Customer Data

Context Engineering for Customer Experience Explained

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

What is Voice of the Customer (VoC) in the Age of AI?

What is Customer Journey Intelligence? A Complete Guide

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

How AI Identifies Customer Friction Before Customers Complain

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

The Single Customer View: Myth or Reality?

Customer Journey Orchestration: A CX AI Guide

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

Salesforce Showcases Agentforce Vision at the FIFA World Cup

How AI Impacts Customer Retention and Churn

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

Cresta's Synthetic Customers Point to the Next Evolution of CX Analytics

Sprinklr Buys ViralMoment to Close the VoC Blind Spot in Video

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

How CMOs and CX Leaders Should Work Together on AI

How to Prepare Customer Data for AI in Customer Experience

Personalisation at Scale: How AI is Redefining Customer Journeys

AI Governance in Customer Experience: What Every Company Needs

The Role of Data in CX AI: Why Most Companies Get It Wrong

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