CX Strategy
Approaches to designing and delivering effective customer experiences at scale
AI Strategy
+10
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
AI Strategy
+10
Jun 8, 2026
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3 min read
Salesforce Showcases Agentforce Vision at the FIFA World Cup
The partnership puts agentic AI at the centre of one of the world's most complex customer experience environments
AI Strategy
+10
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
AI Strategy
+10
Jun 3, 2026
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3 min read
AI Agents Are Becoming a Workforce Category
As vendors introduce observability, governance, and workforce management for AI agents, the contact centre may be creating an entirely new category of worker
AI Strategy
+12
Jun 2, 2026
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2 min read
Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer
The deal suggests that AI agents require structured content infrastructure capable of assembling personalised experiences in real time
AI Strategy
+11
Jun 1, 2026
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3 min read
Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market
As AI agents become commonplace, the focus is moving from managing interactions to deciding what should happen next
AI Strategy
+12
May 27, 2026
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2 min read
Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership
Fujitsu’s latest AI announcements suggest enterprise AI is evolving beyond static copilots towards adaptive systems designed to continuously learn, optimise workflows, and operate safely at scale
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
AI Strategy
+12
May 21, 2026
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4 min read
How CMOs and CX Leaders Should Work Together on AI
As AI spans the full customer lifecycle, the traditional divide between marketing and customer experience is becoming increasingly difficult to sustain
AI Strategy
+10
May 20, 2026
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4 min read
10 Steve Jobs Principles Applied to Modern CX
These principles, designed for sales, have a lot to offer CX strategists as well
AI Strategy
+13
May 12, 2026
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4 min read
How to Prepare Customer Data for AI in Customer Experience
Customer data is the foundation of CX AI success. Learn how to clean, structure and unify customer data before deploying AI
AI Strategy
+11
May 11, 2026
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2 min read
AI Will Handle More Than a Third of Marketing Work by 2028, Gartner Finds
New research from Gartner reveals the scale of AI's advance into marketing and how best to approach the transformation
