Organisational Design
Structuring teams, roles, and processes to support AI-driven transformation
AI Strategy
+12
Jul 29, 2026
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2 min read
Can AI Transform Customer Service Without Layoffs? Noem.ai Thinks So
Vendor case studies suggest AI can automate routine customer enquiries without cutting staff, adding to evidence that layoffs are a leadership choice rather than an inevitable outcome
AI Strategy
+11
Jul 22, 2026
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2 min read
Gallup: AI's Biggest Productivity Gains Come From Workflow Integration
New workplace data shows the biggest productivity gains come from applying AI to specific, repeatable tasks, not just having access to it
AI Strategy
+10
Jun 3, 2026
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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
May 28, 2026
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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
+11
May 26, 2026
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4 min read
How to Launch a CX AI Pilot
Most CX AI pilots don't fail because the technology doesn't work. The problem is almost always what surrounds it
AI Strategy
+11
May 26, 2026
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2 min read
Gartner: One-Size Governance Will Kill Your AI Agent Programme
New research warns that applying uniform controls across all AI agents is a leading cause of enterprise failure
AI Strategy
+12
May 25, 2026
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3 min read
"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet
Salesforce's Vala Afshar explains the thinking behind its "Headless 360" strategy, pointing to a future where AI agents operate enterprise software directly
AI Strategy
+11
May 22, 2026
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2 min read
Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer
As enterprise AI moves from standalone assistants to interconnected agent ecosystems, Kore.ai is staking its claim to be the platform that governs and orchestrates them
AI Strategy
+12
May 21, 2026
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4 min read
How CMOs and CX Leaders Should Work Together on AI
As AI spans the full customer lifecycle, the traditional divide between marketing and customer experience is becoming increasingly difficult to sustain
AI Strategy
+10
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
AI Strategy
+10
May 19, 2026
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2 min read
Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back
New Gartner figures confirm surging investment, but evidence of measurable returns for businesses remains uncertain
