Reports

Published studies and findings from vendors, analysts, and research organisations

AI Strategy

+11

Gallup: AI's Biggest Productivity Gains Come From Workflow Integration

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

James Stephen

Customer Intelligence

+12

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

Jun 26, 2026

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2 min read

Five9 Research Finds Fresh Challenges for CX AI as Adoption Hits 92%

New research indicates AI is now commonplace in customer service as the real competitive challenge shifts to execution, orchestration and customer trust

James Stephen

AI Strategy

+10

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

Apr 30, 2026

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2 min read

Gartner: 85% of Customer Service Leaders Expanding Agent Roles Despite AI Layoff Fears

New Gartner data shows AI is reshaping customer service workforces through role redesign and attrition rather than the mass layoffs many predicted

James Stephen

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