CX Platforms

Technologies designed to manage and optimise end-to-end customer experiences

AI Strategy

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Jun 12, 2026

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2 min read

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Adobe says demand for marketing content is "exploding" as enterprises seek to deliver more personalised experiences across channels

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

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

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

May 25, 2026

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3 min read

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

Salesforce's Vala Afshar explains the thinking behind its "Headless 360" strategy, pointing to a future where AI agents operate enterprise software directly

James Stephen

AI Strategy

+11

Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer

May 22, 2026

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2 min read

Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer

As enterprise AI moves from standalone assistants to interconnected agent ecosystems, Kore.ai is staking its claim to be the platform that governs and orchestrates them

James Stephen

AI Strategy

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

May 21, 2026

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2 min read

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

8x8 closes its first GAAP-profitable fiscal year since 2015 and sets out why open, integrated platforms are now a prerequisite for AI-era CX, not a preference.

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

+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

+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

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

+11

Google Cloud Deepens Retail AI Push with OTB Group Virtual Try-On Launch

May 8, 2026

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2 min read

Google Cloud Deepens Retail AI Push with OTB Group Virtual Try-On Launch

How Google Cloud is building the infrastructure for personalised commerce, one partnership at a time

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

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

May 7, 2026

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2 min read

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

The company will reinvest restructuring savings in employee experience as Q1 results reveal a widening gap between EX and CX performance

James Stephen

CX Platforms

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

May 6, 2026

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2 min read

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

ServiceNow made the announcements at its customer and partner conference, Knowledge 2026

James Stephen

AI Strategy

Apr 27, 2026

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3 min read

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

With updates spanning contact centres, CRM and analytics, Microsoft is making a broader play for end-to-end customer experience AI

James Stephen

AI Strategy

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

Apr 25, 2026

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3 min read

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

At Adobe Summit 2026, the company outlined how it is aligning its platform with the rise of agentic AI, where systems increasingly coordinate marketing, data, and customer experience workflows end to end

James Stephen

AI Strategy

How to Choose the Right CX AI Tools for Your Business

Apr 20, 2026

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3 min read

How to Choose the Right CX AI Tools for Your Business

A practical, no-nonsense guide to selecting CX AI tools based on real business needs, not vendor hype

James Stephen

AI Strategy

Apr 14, 2026

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4 min read

Top 10 CX AI Tools in 2026

A curated guide to the top CX AI tools for customer support, personalisation, and analytics in 2026, with honest assessments of who each platform is suited for

James Stephen

CX Platforms

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Top Conversational AI Platforms for Enterprises

Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer

8x8 Bets on Open Architecture as AI Reshapes the Contact Centre

Zendesk Introduces an Autonomous Service Workforce to Move Beyond Deflection

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)

SAP Unveils the Autonomous Enterprise at Sapphire 2026

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

Google Cloud Deepens Retail AI Push with OTB Group Virtual Try-On Launch

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

Freshworks Cuts 11% of Workforce and Plans to Reinvest Savings in EX, not CX

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

Adobe Summit 2026: Inside Adobe’s Move Towards Agentic AI

How to Choose the Right CX AI Tools for Your Business

Top 10 CX AI Tools in 2026

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