Customer Platforms
Customer platforms sit at the heart of modern customer experience. Explore how CRM systems, customer data platforms, marketing automation tools, and CX technology are evolving with AI to improve customer engagement, streamline data integration, and support more personalised, connected experiences across every stage of the customer lifecycle.
AI Strategy
+12
Jul 30, 2026
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3 min read
Microsoft's Results Suggest AI Investment is Paying Off
Strong growth in Azure and Microsoft 365 Copilot demonstrate enterprise customers are increasingly willing to pay for AI, easing concerns about the scale of Microsoft's infrastructure spending
AI Strategy
+11
Jul 28, 2026
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3 min read
Why OpenAI's Presence Signals New Competition for Customer Operations
As OpenAI, Anthropic and Google move beyond foundation models, customer operations are emerging as one of the first areas where frontier AI companies and established CX platforms increasingly overlap
AI Strategy
+14
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
AI Strategy
+11
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.
AI Strategy
+15
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
AI Strategy
+10
Jul 16, 2026
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4 min read
How to Build an AI Knowledge Base for Customer Support
Why the biggest gains in customer-facing AI come from better knowledge, not bigger models
AI Strategy
+11
Jul 13, 2026
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4 min read
AI Guardrails Explained: How to Keep Customer-Facing AI Safe
Why predictable, well-governed AI matters more than raw model capability, and how to build it
AI Strategy
+10
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
AI Strategy
+10
Jul 3, 2026
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2 min read
Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents
Gartner predicts that up to $234 billion of enterprise application software spending could be exposed to "agentic arbitrage" by 2030, as AI agents increasingly become the primary interface between users and enterprise applications
Explainer
+10
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
AI Strategy
+11
Jun 22, 2026
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2 min read
Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions
New deals with Accenture, Omnicom, WPP, Anthropic and Microsoft position CX Enterprise as the connective layer for agentic customer experience
AI Strategy
+10
Jun 16, 2026
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2 min read
Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption
Fin's technology strengthens Salesforce's push to make autonomous customer service a practical reality for large enterprises
