Customer Intelligence

Customer intelligence focuses on using data and AI to better understand customer behaviour, preferences, and journeys. Explore insights on personalisation, voice of the customer (VoC), journey analytics, and how AI is enabling more predictive, data-driven customer experience strategies.

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

Customer Intelligence

+12

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Jun 26, 2026

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2 min read

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

New research indicates AI is now commonplace in customer service as the real competitive challenge shifts to execution, orchestration and customer trust

James Stephen

Customer Intelligence

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Jun 25, 2026

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2 min read

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

A new AI Routing engine claims to automatically discover, maintain and match expertise across the whole organisation, not just the contact centre

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

AI Transparency in Customer Experience: What Customers Expect

Jun 23, 2026

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4 min read

AI Transparency in Customer Experience: What Customers Expect

Why honesty about AI use, not technical explainability, is becoming the real measure of customer trust

James Stephen

AI Strategy

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Jun 22, 2026

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2 min read

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Infobip's latest CX Maturity Report suggests the biggest obstacle to AI-powered customer experiences is no longer the technology itself, but the systems and processes that sit behind it

James Stephen

AI Strategy

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Jun 19, 2026

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2 min read

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

The Agentforce-built assistant is cutting call volume for two police forces in the UK, but its most significant impact may be the vulnerable people it is helping reach support services for the first time

James Stephen

AI Strategy

The New CX Operating Model for the AI Era

Jun 18, 2026

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4 min read

The New CX Operating Model for the AI Era

AI is reshaping customer experience, but the bigger challenge is redesigning the people, processes and governance that sit behind it

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

Jun 16, 2026

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4 min read

How to Map a Customer Journey for AI

A practical guide to redesigning your customer journey around AI capabilities, from identifying automation opportunities to defining where human expertise remains essential

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

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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

The Rise of Autonomous Customer Experience

Jun 4, 2026

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4 min read

The Rise of Autonomous Customer Experience

Autonomous customer experience is the next stage of AI. Learn how AI agents may reshape service, journeys and loyalty

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

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

+12

Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership

May 27, 2026

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2 min read

Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership

Fujitsu’s latest AI announcements suggest enterprise AI is evolving beyond static copilots towards adaptive systems designed to continuously learn, optimise workflows, and operate safely at scale

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

+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

+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

May 19, 2026

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4 min read

The KPIs That Matter Most in CX AI

Measure CX AI performance with the KPIs that actually matter, from resolution rates to customer satisfaction and revenue impact

James Stephen

AI Strategy

+16

SAP Unveils the Autonomous Enterprise at Sapphire 2026

May 13, 2026

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2 min read

SAP Unveils the Autonomous Enterprise at Sapphire 2026

From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations

James Stephen

Customer Intelligence

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?

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Customer Journey Orchestration: A CX AI Guide

AI Transparency in Customer Experience: What Customers Expect

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

The New CX Operating Model for the AI Era

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

How to Map a Customer Journey for AI

Why Customer Experience Needs a Reasoning Layer, Not Just Automation

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

The Rise of Autonomous Customer Experience

How AI Impacts Customer Retention and Churn

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

Sprinklr Buys ViralMoment to Close the VoC Blind Spot in Video

Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership

Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard

How CMOs and CX Leaders Should Work Together on AI

10 Steve Jobs Principles Applied to Modern CX

The KPIs That Matter Most in CX AI

SAP Unveils the Autonomous Enterprise at Sapphire 2026

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