Customer Insights

Turning customer data into actionable insights that drive decision-making

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

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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

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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