Guide

Practical advice and frameworks for applying AI and CX strategies in organisations

Agent Experience

Human + AI Collaboration in CX: Designing the Perfect Workflow

Apr 30, 2026

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4 min read

Human + AI Collaboration in CX: Designing the Perfect Workflow

How leading organisations are designing human and AI workflows that balance automation with empathy to improve customer experience and operational performance

James Stephen

AI Strategy

AI in Customer Experience: Build vs Buy vs Partner

Apr 27, 2026

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4 min read

AI in Customer Experience: Build vs Buy vs Partner

A strategic guide to evaluating trade-offs, capabilities, and long-term advantage in CX AI

James Stephen

AI Strategy

AI Governance in Customer Experience: What Every Company Needs

Apr 26, 2026

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3 min read

AI Governance in Customer Experience: What Every Company Needs

How to manage risk, ensure compliance, and build trust in AI-driven customer experience

James Stephen

AI Strategy

The Hidden Costs of AI in Customer Experience

Apr 24, 2026

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4 min read

The Hidden Costs of AI in Customer Experience

What organisations underestimate about AI costs in customer experience and how to plan for them

James Stephen

AI Strategy

The Business Case for CX AI: How to Get Executive Buy-In

Apr 23, 2026

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4 min read

The Business Case for CX AI: How to Get Executive Buy-In

A practical framework for building a clear, defensible business case for AI in customer experience

James Stephen

AI Strategy

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

Apr 22, 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

How to Choose the Right CX AI Tools for Your Business

Apr 19, 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

How to Implement AI in Customer Support: A Practical Guide

Apr 15, 2026

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5 min read

How to Implement AI in Customer Support: A Practical Guide

A practical, step-by-step guide to implementing AI in customer support, covering goal-setting, use case selection, data preparation, and the ongoing optimisation that separates successful deployments from failed ones

James Stephen

AI Strategy

Apr 13, 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

Guide

Human + AI Collaboration in CX: Designing the Perfect Workflow

AI in Customer Experience: Build vs Buy vs Partner

AI Governance in Customer Experience: What Every Company Needs

The Hidden Costs of AI in Customer Experience

The Business Case for CX AI: How to Get Executive Buy-In

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

How to Choose the Right CX AI Tools for Your Business

How to Implement AI in Customer Support: A Practical Guide

Top 10 CX AI Tools in 2026

CX AI News