Customer Insights

Turning customer data into actionable insights that drive decision-making

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

Voice of the Customer

Sprinklr Expands VoC Ambitions with AI Search Insights and Real-Time Action Capabilities

Jul 17, 2026

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2 min read

Sprinklr Expands VoC Ambitions with AI Search Insights and Real-Time Action Capabilities

The Summer '26 Release adds AI search monitoring, trend analysis and new execution capabilities as Sprinklr continues to expand its view of what Voice of the Customer should encompass

James Stephen

AI Strategy

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Jul 15, 2026

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2 min read

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Medallia's latest AI launch focuses on getting generative AI into the hands of frontline employees, as enterprises come under growing pressure to show tangible returns from their AI investments

James Stephen

AI Strategy

+10

How AI is Finally Making Omnichannel Customer Service Achievable

Jul 14, 2026

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2 min read

How AI is Finally Making Omnichannel Customer Service Achievable

Travel disruption is becoming an early testbed for AI-powered, proactive customer engagement

James Stephen

AI Strategy

+10

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

Jul 8, 2026

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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

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

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

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

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

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

+11

Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard

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

James Stephen

AI Strategy

+10

10 Steve Jobs Principles Applied to Modern CX

May 20, 2026

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4 min read

10 Steve Jobs Principles Applied to Modern CX

These principles, designed for sales, have a lot to offer CX strategists as well

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

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

AI Strategy

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

Apr 27, 2026

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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

AI Strategy

Beyond NPS: How to Measure Customer Experience in the Age of AI

Apr 23, 2026

•

4 min read

Beyond NPS: How to Measure Customer Experience in the Age of AI

NPS was built for a different era. Learn which metrics actually capture AI-driven CX performance and how to build a measurement framework that keeps pace

James Stephen

Customer Insights

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

Sprinklr Expands VoC Ambitions with AI Search Insights and Real-Time Action Capabilities

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

How AI is Finally Making Omnichannel Customer Service Achievable

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?

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

How AI Impacts Customer Retention and Churn

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

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

Sprinklr Buys ViralMoment to Close the VoC Blind Spot in Video

Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard

10 Steve Jobs Principles Applied to Modern CX

How to Prepare Customer Data for AI in Customer Experience

Personalisation at Scale: How AI is Redefining Customer Journeys

AI for Contact Centres: From Cost Centre to Growth Engine

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

Beyond NPS: How to Measure Customer Experience in the Age of AI

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