Strategy & Leadership
Strategy and leadership in customer experience and AI focus on aligning technology, people, and processes. Explore insights on CX strategy, AI adoption, governance, and how leaders are driving transformation and building customer-centric organisations.
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
AI Strategy
+11
May 18, 2026
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2 min read
Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home
New research from Sinch points to a governance crisis in CX AI, with infrastructure problems at the root
AI Strategy
+10
May 15, 2026
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2 min read
Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?
Despite record revenue, the networking giant is repositioning for an AI infrastructure future
AI Strategy
+16
May 13, 2026
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2 min read
SAP Unveils the Autonomous Enterprise at Sapphire 2026
From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations
AI Strategy
+14
May 12, 2026
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2 min read
Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections
Available 15 June, the Summer '26 update charts Salesforce's path to the agentic enterprise
AI Strategy
+11
May 11, 2026
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2 min read
AI Will Handle More Than a Third of Marketing Work by 2028, Gartner Finds
New research from Gartner reveals the scale of AI's advance into marketing and how best to approach the transformation
