Customer Support

Technologies and approaches transforming customer service and support

AI Strategy

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Jun 15, 2026

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3 min read

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

While organisations race to scale AI across customer experience operations, fewer than four in ten say compliance is keeping pace

James Stephen

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

AI Agents vs AI Copilots: What's the Difference?

Jun 9, 2026

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4 min read

AI Agents vs AI Copilots: What's the Difference?

Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.

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

Customer Support

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

Jun 3, 2026

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2 min read

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

AI Concierge, AI Agent 360, and a new workforce engagement suite signal Cisco’s push to position Webex Contact Center for a blended human and AI workforce

James Stephen

Chatbots & Virtual Agents

+13

Top Conversational AI Platforms for Enterprises

May 28, 2026

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4 min read

Top Conversational AI Platforms for Enterprises

From global scale to deep customisation, how the leading platforms stack up for enterprise buyers in 2026

James Stephen

AI Strategy

+11

May 26, 2026

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4 min read

How to Launch a CX AI Pilot

Most CX AI pilots don't fail because the technology doesn't work. The problem is almost always what surrounds it

James Stephen

AI Strategy

+11

Gartner: One-Size Governance Will Kill Your AI Agent Programme

May 26, 2026

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2 min read

Gartner: One-Size Governance Will Kill Your AI Agent Programme

New research warns that applying uniform controls across all AI agents is a leading cause of enterprise failure

James Stephen

AI Strategy

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

May 20, 2026

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2 min read

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

The company says the industry has spent years layering tools onto broken workflows. Its new platform is designed to start from scratch.

James Stephen

AI Strategy

+11

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

May 18, 2026

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2 min read

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

New research from Sinch points to a governance crisis in CX AI, with infrastructure problems at the root

James Stephen

AI Strategy

+11

Fin Launches Operator: an AI Agent to Manage Customer Support AI

May 18, 2026

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2 min read

Fin Launches Operator: an AI Agent to Manage Customer Support AI

The new agent handles everything from knowledge base management to AI configuration

James Stephen

AI Strategy

+10

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

May 15, 2026

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2 min read

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

The partnership marks one of the first deployments of contact centre technology inside physical AI robots

James Stephen

AI Strategy

+10

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

May 15, 2026

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2 min read

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

Despite record revenue, the networking giant is repositioning for an AI infrastructure future

James Stephen

Voice of the Customer

+10

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

May 14, 2026

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2 min read

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

The new Companion Agent brings context-aware support to frontline teams across the full interaction lifecycle

James Stephen

Chatbots & Virtual Agents

+13

Best AI Customer Service Software for Mid-Sized Businesses (2026)

May 14, 2026

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5 min read

Best AI Customer Service Software for Mid-Sized Businesses (2026)

Compare the best AI customer service software for growing businesses, including chatbots, automation, agent assist and omnichannel support

James Stephen

AI Strategy

+14

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

May 12, 2026

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2 min read

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

Available 15 June, the Summer '26 update charts Salesforce's path to the agentic enterprise

James Stephen

AI Strategy

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

May 11, 2026

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2 min read

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

Three days of sessions, workshops and debate begin today as the CX industry grapples with a question AI cannot answer on its own

James Stephen

AI Strategy

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

May 8, 2026

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2 min read

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

The joint solution brings together CXone's engagement intelligence with ServiceNow's workflow layer

James Stephen

AI Strategy

What the EU AI Act Means for Customer Experience Leaders

May 6, 2026

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4 min read

What the EU AI Act Means for Customer Experience Leaders

Discover how the EU AI Act will impact customer experience, contact centres, chatbots and AI-driven service operations

James Stephen

AI Strategy

Agentic AI in Customer Experience: What It Means for Brands in 2026

May 5, 2026

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5 min read

Agentic AI in Customer Experience: What It Means for Brands in 2026

How autonomous AI agents are transforming customer support, personalisation, and service operations in 2026

James Stephen

AI Strategy

+10

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

Apr 30, 2026

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2 min read

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

New Gartner data shows AI is reshaping customer service workforces through role redesign and attrition rather than the mass layoffs many predicted

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

How to Implement AI in Customer Support: A Practical Guide

Apr 16, 2026

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5 min read

How to Implement AI in Customer Support: A Practical Guide

A practical, step-by-step guide to implementing AI in customer support, covering goal-setting, use case selection, data preparation, and the ongoing optimisation that separates successful deployments from failed ones

James Stephen

Chatbots & Virtual Agents

AI Chatbots vs Human Support: Finding the Right Balance

Apr 15, 2026

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4 min read

AI Chatbots vs Human Support: Finding the Right Balance

A practical comparison of AI chatbots and human agents in customer support, and why the most effective CX operations in 2026 are designed to use both intelligently

James Stephen

Customer Support

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

AI Agents vs AI Copilots: What's the Difference?

The Rise of Autonomous Customer Experience

Cisco Live: Webex Contact Center Gets AI Concierge, Agent Observability, and Workforce Management

Top Conversational AI Platforms for Enterprises

How to Launch a CX AI Pilot

Gartner: One-Size Governance Will Kill Your AI Agent Programme

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home

Fin Launches Operator: an AI Agent to Manage Customer Support AI

Avaya Infinity Brings Contact Centre AI to avatarin's Robots

Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?

Observe.AI Launches Companion Agent to Support Human Agents in Real Time

Best AI Customer Service Software for Mid-Sized Businesses (2026)

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

CCW UK Summit Kicks Off with Human Experience at the Heart of the Agenda

NiCE and ServiceNow Launch Solution to Bridge the Front and Back Office

What the EU AI Act Means for Customer Experience Leaders

Agentic AI in Customer Experience: What It Means for Brands in 2026

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

AI for Contact Centres: From Cost Centre to Growth Engine

How to Implement AI in Customer Support: A Practical Guide

AI Chatbots vs Human Support: Finding the Right Balance

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