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.

Was CX Left Behind by Cisco's AI Pivot? Its Latest Results Add a New Clue

Aug 14, 2026

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2 min read

Was CX Left Behind by Cisco's AI Pivot? Its Latest Results Add a New Clue

Cisco says agentic AI is driving a networking supercycle. Its own customer operations offer a glimpse of what that looks like in practice

James Stephen

Customer Intelligence

Gartner MQ for CRM Sales Platforms: Agent Autonomy Separates Leaders From Laggards

Aug 12, 2026

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4 min read

Gartner MQ for CRM Sales Platforms: Agent Autonomy Separates Leaders From Laggards

Gartner's 2026 CRM Sales Platforms MQ shows vendors embracing agentic AI, but most remain reliant on workflow-based agents as the leading platforms build towards greater autonomy

James Stephen

Customer Intelligence

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

Aug 11, 2026

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3 min read

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

Enterprise AI is moving beyond pilots as agents take on real work, shifting the challenge from adoption to reliable, scalable deployment

James Stephen

Explainer

Aug 3, 2026

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6 min read

What is Customer Data Intelligence?

How AI transforms disconnected customer data into the insights and decisions that power modern customer experience

James Stephen

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

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

+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

+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

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

Customer Intelligence

Was CX Left Behind by Cisco's AI Pivot? Its Latest Results Add a New Clue

Gartner MQ for CRM Sales Platforms: Agent Autonomy Separates Leaders From Laggards

AI Agents Are Moving into Production. The Next Challenge Is Scaling Them

What is Customer Data Intelligence?

Context Engineering for Customer Experience Explained

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

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

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