Research
Data-driven insights, reports, and studies informing customer experience strategy
AI Strategy
+14
Oct 1, 2026
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3 min read
Salesforce's Listen Labs Deal Shows How AI Could Change Customer Research
Salesforce is buying a platform that uses AI agents to interview real customers, synthesise their feedback and simulate how they might respond. The harder question is how much those simulations can really tell businesses
AI Strategy
+10
Sep 14, 2026
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4 min read
The AI-Native Customer Service Operating Model: How Service Teams Need to Change
As AI moves from assisting agents to performing service work, the operating model behind customer service has to change with it
AI Strategy
+12
Jul 30, 2026
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3 min read
Microsoft's Results Suggest AI Investment is Paying Off
Strong growth in Azure and Microsoft 365 Copilot demonstrate enterprise customers are increasingly willing to pay for AI, easing concerns about the scale of Microsoft's infrastructure spending
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
+15
Jul 21, 2026
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4 min read
What is Customer Journey Intelligence? A Complete Guide
How AI connects data from across every channel to reveal, predict and improve the journeys customers actually take
AI Strategy
+10
Jul 20, 2026
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4 min read
Enterprise AI is Entering its Measurement Era
Why organisations are moving beyond AI adoption metrics to measuring business outcomes, and what that means for CX leaders
AI Strategy
+10
Jul 16, 2026
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4 min read
How to Build an AI Knowledge Base for Customer Support
Why the biggest gains in customer-facing AI come from better knowledge, not bigger models
AI Strategy
+10
Jul 14, 2026
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2 min read
How AI is Finally Making Omnichannel Customer Service Achievable
Travel disruption is becoming an early testbed for AI-powered, proactive customer engagement
AI Strategy
+11
Jul 13, 2026
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4 min read
AI Guardrails Explained: How to Keep Customer-Facing AI Safe
Why predictable, well-governed AI matters more than raw model capability, and how to build it
AI Strategy
+10
Jul 3, 2026
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2 min read
Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents
Gartner predicts that up to $234 billion of enterprise application software spending could be exposed to "agentic arbitrage" by 2030, as AI agents increasingly become the primary interface between users and enterprise applications
