Customer Insights
Turning customer data into actionable insights that drive decision-making
AI Strategy
+11
Aug 19, 2026
•
2 min read
Pega Brings AI Governance Into the Customer Engagement Workflow
Pega's latest customer engagement AI capabilities suggest governance is moving closer to the point where AI decisions become customer actions
AI Strategy
+12
Aug 7, 2026
•
2 min read
HubSpot Earnings Show How AI is Changing CRM Performance Metrics
HubSpot's latest earnings suggest AI adoption and operational outcomes are becoming key measures of performance for CRM vendors, alongside revenue and customer growth
AI Strategy
+12
Jul 31, 2026
•
5 min read
AI Decisioning Explained: How AI Makes Customer Decisions in Real Time
Why real-time decision engines are becoming the new competitive edge in customer experience
AI Strategy
+14
Jul 27, 2026
•
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
AI Strategy
+11
Jul 24, 2026
•
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.
AI Strategy
+15
Jul 21, 2026
•
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
AI Strategy
+10
Jul 14, 2026
•
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
AI Strategy
+10
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
Explainer
+10
Jul 2, 2026
•
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
AI Strategy
+11
Jun 1, 2026
•
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
AI Strategy
+11
May 27, 2026
•
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
AI Strategy
+10
May 20, 2026
•
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
