Explainer

Clear, accessible breakdowns of key concepts, technologies, and trends in CX and AI

Chatbots & Virtual Agents

+11

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

Jun 12, 2026

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4 min read

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

Why your AI is only as good as the knowledge behind it

James Stephen

AI Strategy

+10

AI Agents vs AI Copilots: What's the Difference?

Jun 9, 2026

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4 min read

AI Agents vs AI Copilots: What's the Difference?

Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.

James Stephen

AI Strategy

+10

The Rise of Autonomous Customer Experience

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

James Stephen

AI Strategy

+10

10 Steve Jobs Principles Applied to Modern CX

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

James Stephen

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

+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

What the EU AI Act Means for Customer Experience Leaders

May 6, 2026

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4 min read

What the EU AI Act Means for Customer Experience Leaders

Discover how the EU AI Act will impact customer experience, contact centres, chatbots and AI-driven service operations

James Stephen

AI Strategy

Agentic AI in Customer Experience: What It Means for Brands in 2026

May 5, 2026

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5 min read

Agentic AI in Customer Experience: What It Means for Brands in 2026

How autonomous AI agents are transforming customer support, personalisation, and service operations in 2026

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

Chatbots & Virtual Agents

Rule-Based Bots vs AI Bots: What’s the Difference?

Apr 21, 2026

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3 min read

Rule-Based Bots vs AI Bots: What’s the Difference?

A clear guide to rule-based vs AI chatbots, including use cases, strengths, and when each approach works best

James Stephen

AI Strategy

What is CX AI? A Clear Definition (2026)

Apr 12, 2026

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3 min read

What is CX AI? A Clear Definition (2026)

A complete guide to CX AI: what it is, how it works, the technologies behind it, and why it matters for modern customer experience teams

James Stephen

Explainer

Retrieval-Augmented Generation (RAG) for Customer Experience Explained

AI Agents vs AI Copilots: What's the Difference?

The Rise of Autonomous Customer Experience

10 Steve Jobs Principles Applied to Modern CX

The KPIs That Matter Most in CX AI

How to Prepare Customer Data for AI in Customer Experience

What the EU AI Act Means for Customer Experience Leaders

Agentic AI in Customer Experience: What It Means for Brands in 2026

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

Rule-Based Bots vs AI Bots: What’s the Difference?

What is CX AI? A Clear Definition (2026)

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