Customer Support
Technologies and approaches transforming customer service and support
AI Strategy
+12
Aug 7, 2026
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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
+11
Aug 6, 2026
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2 min read
8x8 Reports Record Revenue as Enterprise AI Adoption More Than Doubles
Behind the record quarter, customers were deploying AI at scale, signalling a shift from experimentation to operational use
AI Strategy
+12
Jul 31, 2026
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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
+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
+12
Jul 29, 2026
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2 min read
Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So
Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome
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
+10
Jul 20, 2026
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4 min read
Enterprise AI is Entering its Measurement Era
Why organisations are moving beyond AI adoption metrics to measuring business outcomes, and what that means for CX leaders
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
+10
Jul 14, 2026
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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
+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
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
