CX Strategy

Approaches to designing and delivering effective customer experiences at scale

AI Strategy

AI is Reshaping the Economics of Customer Service

Sep 9, 2026

•

2 min read

AI is Reshaping the Economics of Customer Service

Bain & Company estimates AI will put $4.7 trillion of corporate profit at stake between 2025 and 2035, more than triple the profit impact of the internet in half the time

James Stephen

AI Strategy

What is Customer Intelligence? A Complete Guide

Sep 7, 2026

•

4 min read

What is Customer Intelligence? A Complete Guide

How AI is turning fragmented customer data into decisions and action

James Stephen

AI Strategy

+15

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

Sep 1, 2026

•

2 min read

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

New MCP capabilities give AI systems access to governed customer context while allowing users to configure parts of Tealium's platform through natural language

James Stephen

Data Strategy

AI Hallucinations in Customer Service: Why They Happen and How to Prevent Them

Aug 27, 2026

•

6 min read

AI Hallucinations in Customer Service: Why They Happen and How to Prevent Them

Why customer service AI gets things wrong, how hallucinations create real CX risks, and the safeguards businesses can use to reduce them

James Stephen

AI Strategy

+10

MCP (Model Context Protocol) Explained for Customer Experience

Aug 20, 2026

•

5 min read

MCP (Model Context Protocol) Explained for Customer Experience

Learn what the Model Context Protocol (MCP) is, how it connects AI with enterprise systems and why it could become a foundational technology for AI-powered customer experience

James Stephen

Customer Support

Human in the Loop: When Should Humans Oversee Customer-Facing AI?

Aug 17, 2026

•

5 min read

Human in the Loop: When Should Humans Oversee Customer-Facing AI?

A Practical Framework for Deciding When AI Can Act Alone and When Humans Need the Final Say

James Stephen

AI Strategy

+12

AI Decisioning Explained: How AI Makes Customer Decisions in Real Time

Jul 31, 2026

•

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

James Stephen

Voice of the Customer

+11

Jul 23, 2026

•

5 min read

What is Voice of the Customer (VoC) in the Age of AI?

How AI is transforming customer feedback into continuous customer intelligence and real-time action

James Stephen

AI Strategy

+15

What is Customer Journey Intelligence? A Complete Guide

Jul 21, 2026

•

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

James Stephen

AI Strategy

+10

How to Build an AI Knowledge Base for Customer Support

Jul 16, 2026

•

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

James Stephen

AI Strategy

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Jul 15, 2026

•

2 min read

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

Medallia's latest AI launch focuses on getting generative AI into the hands of frontline employees, as enterprises come under growing pressure to show tangible returns from their AI investments

James Stephen

AI Strategy

+10

How AI is Finally Making Omnichannel Customer Service Achievable

Jul 14, 2026

•

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

James Stephen

AI Strategy

+11

AI Guardrails Explained: How to Keep Customer-Facing AI Safe

Jul 13, 2026

•

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

James Stephen

Voice of the Customer

+12

How AI Identifies Customer Friction Before Customers Complain

Jul 7, 2026

•

5 min read

How AI Identifies Customer Friction Before Customers Complain

How AI analyses customer behaviour, conversations and journeys to detect emerging problems before they damage loyalty or drive customers away

James Stephen

AI Strategy

+10

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Jul 3, 2026

•

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

James Stephen

Digital Transformation

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

Jun 30, 2026

•

5 min read

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

As AI spans marketing, customer service and IT, organisations are discovering that the real challenge is not ownership but accountability

James Stephen

Customer Intelligence

+12

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Jun 26, 2026

•

2 min read

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

New research indicates AI is now commonplace in customer service as the real competitive challenge shifts to execution, orchestration and customer trust

James Stephen

Customer Support

+12

Jun 26, 2026

•

2 min read

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Salesforce’s move appears to validate a broader trend towards outcome-based pricing models in CX AI

James Stephen

Customer Intelligence

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Jun 25, 2026

•

2 min read

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

A new AI Routing engine claims to automatically discover, maintain and match expertise across the whole organisation, not just the contact centre

James Stephen

Customer Intelligence

+14

Customer Journey Orchestration: A CX AI Guide

Jun 25, 2026

•

5 min read

Customer Journey Orchestration: A CX AI Guide

How AI is turning customer insight into real-time action across the customer lifecycle

James Stephen

AI Strategy

AI Transparency in Customer Experience: What Customers Expect

Jun 23, 2026

•

4 min read

AI Transparency in Customer Experience: What Customers Expect

Why honesty about AI use, not technical explainability, is becoming the real measure of customer trust

James Stephen

AI Strategy

Oracle Links AI Adoption to 21,000 Job Cuts

Jun 23, 2026

•

2 min read

Oracle Links AI Adoption to 21,000 Job Cuts

The cloud giant's latest filing puts a number on AI's workplace impact, connecting automation and restructuring to 21,000 lost jobs

James Stephen

AI Strategy

+11

Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions

Jun 22, 2026

•

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

James Stephen

AI Strategy

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Jun 22, 2026

•

2 min read

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Infobip's latest CX Maturity Report suggests the biggest obstacle to AI-powered customer experiences is no longer the technology itself, but the systems and processes that sit behind it

James Stephen

AI Strategy

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Jun 19, 2026

•

2 min read

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

The Agentforce-built assistant is cutting call volume for two police forces in the UK, but its most significant impact may be the vulnerable people it is helping reach support services for the first time

James Stephen

CX Strategy

AI is Reshaping the Economics of Customer Service

What is Customer Intelligence? A Complete Guide

Tealium Pushes AI Agents Beyond Data Access to Platform Configuration

AI Hallucinations in Customer Service: Why They Happen and How to Prevent Them

MCP (Model Context Protocol) Explained for Customer Experience

Human in the Loop: When Should Humans Oversee Customer-Facing AI?

AI Decisioning Explained: How AI Makes Customer Decisions in Real Time

What is Voice of the Customer (VoC) in the Age of AI?

What is Customer Journey Intelligence? A Complete Guide

How to Build an AI Knowledge Base for Customer Support

Medallia Bets Frontline AI and Measurable Productivity Will Drive CX Transformation

How AI is Finally Making Omnichannel Customer Service Achievable

AI Guardrails Explained: How to Keep Customer-Facing AI Safe

How AI Identifies Customer Friction Before Customers Complain

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Can AI Finally Solve Enterprise-Wide Routing? 8x8 Thinks So

Customer Journey Orchestration: A CX AI Guide

AI Transparency in Customer Experience: What Customers Expect

Oracle Links AI Adoption to 21,000 Job Cuts

Adobe Forms Strategic Partnerships to Accelerate its AI Governance Ambitions

Half of Brands Have Agentic AI. The Customer Journey is Still the Problem.

Salesforce's AI Agent 'Bobbi' Goes Beyond the Call of Duty for UK Police

Subscribe to our free monthly newsletter!