Data & Analytics

Data and analytics underpin effective customer experience strategies. Learn how organisations are using data pipelines, AI models, and analytics platforms to measure performance, generate insights, and drive continuous improvement across customer experience and service operations.

AI Strategy

May 19, 2026

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4 min read

The KPIs That Matter Most in CX AI

Measure CX AI performance with the KPIs that actually matter, from resolution rates to customer satisfaction and revenue impact

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

+13

How to Prepare Customer Data for AI in Customer Experience

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

James Stephen

AI Strategy

May 4, 2026

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4 min read

How to Build a CX AI Roadmap

Build a practical 12-month strategy that aligns AI investment with customer outcomes, operational efficiency and measurable ROI

James Stephen

AI Strategy

The Role of Data in CX AI: Why Most Companies Get It Wrong

Apr 27, 2026

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4 min read

The Role of Data in CX AI: Why Most Companies Get It Wrong

Why data quality, integration, and governance determine whether CX AI succeeds or fails

James Stephen

AI Strategy

Beyond NPS: How to Measure Customer Experience in the Age of AI

Apr 23, 2026

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4 min read

Beyond NPS: How to Measure Customer Experience in the Age of AI

NPS was built for a different era. Learn which metrics actually capture AI-driven CX performance and how to build a measurement framework that keeps pace

James Stephen

AI Strategy

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

Apr 18, 2026

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3 min read

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

A deep dive into the CX AI stack, including engagement, orchestration, intelligence, and data layers

James Stephen

Data & Analytics

The KPIs That Matter Most in CX AI

SAP Unveils the Autonomous Enterprise at Sapphire 2026

How to Prepare Customer Data for AI in Customer Experience

How to Build a CX AI Roadmap

The Role of Data in CX AI: Why Most Companies Get It Wrong

Beyond NPS: How to Measure Customer Experience in the Age of AI

The CX AI Stack: How Modern Customer Experience Technology Actually Fits Together

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