Operations
Operational changes driven by AI in customer experience delivery
AI Strategy
+10
Jun 3, 2026
•
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
+11
Jun 1, 2026
•
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
+11
May 28, 2026
•
3 min read
AI Complexity Adds More Work Than it Removes, Freshworks Research Finds
A new survey of 12,000 IT leaders finds UK businesses lose £11.7bn annually to AI complexity, as output quality problems and governance gaps erode the productivity promise
AI Strategy
+12
May 27, 2026
•
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
