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

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Jul 6, 2026

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2 min read

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

The deployment offers one of the clearest examples yet of how large enterprises are moving beyond AI pilots towards organisation-wide operational adoption

James Stephen

AI Strategy

+10

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

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

James Stephen

CX Platforms

NiCE Brings CX AI to AWS European Sovereign Cloud

Jul 1, 2026

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3 min read

NiCE Brings CX AI to AWS European Sovereign Cloud

NiCE's latest expansion of its AWS partnership signals that deployment, governance and sovereignty are becoming as central to enterprise CX AI buying decisions as the underlying models themselves

James Stephen

Strategy & Leadership

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

Jul 1, 2026

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2 min read

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

The acquisition reflects a broader shift in customer experience AI from generating responses to completing work across enterprise systems

James Stephen

Digital Transformation

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

Jun 30, 2026

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5 min read

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

As AI spans marketing, customer service and IT, organisations are discovering that the real challenge is not ownership but accountability

James Stephen

Digital Transformation

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

Jun 29, 2026

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3 min read

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

The partnership signals a broader shift in how enterprise AI is being positioned, from standalone assistants to the software layer that coordinates customer experiences, employees and business operations

James Stephen

Digital Transformation

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Jun 29, 2026

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2 min read

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Ford rehires over 350 veteran engineers, demonstrating that AI is only as effective as the institutional knowledge behind it

James Stephen

Customer Support

+12

Jun 26, 2026

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2 min read

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Salesforce’s move appears to validate a broader trend towards outcome-based pricing models in CX AI

James Stephen

AI Strategy

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

Jun 24, 2026

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3 min read

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

As AI agents become permanent members of the customer service workforce, Verint is betting that enterprises will need new tools to manage humans and software side by side

James Stephen

AI Strategy

AI Transparency in Customer Experience: What Customers Expect

Jun 23, 2026

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4 min read

AI Transparency in Customer Experience: What Customers Expect

Why honesty about AI use, not technical explainability, is becoming the real measure of customer trust

James Stephen

AI Strategy

Oracle Links AI Adoption to 21,000 Job Cuts

Jun 23, 2026

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2 min read

Oracle Links AI Adoption to 21,000 Job Cuts

The cloud giant's latest filing puts a number on AI's workplace impact, connecting automation and restructuring to 21,000 lost jobs

James Stephen

AI Strategy

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

Jun 18, 2026

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2 min read

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

New research from Kore.ai suggests enterprises are deploying increasingly autonomous AI agents despite widespread concerns about risk, accountability and operational oversight

James Stephen

AI Strategy

The New CX Operating Model for the AI Era

Jun 18, 2026

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4 min read

The New CX Operating Model for the AI Era

AI is reshaping customer experience, but the bigger challenge is redesigning the people, processes and governance that sit behind it

James Stephen

AI Strategy

AI Vendors Are Winning, But Are Their Customers?

Jun 17, 2026

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4 min read

AI Vendors Are Winning, But Are Their Customers?

As enterprises move beyond experimentation, the next phase of the AI boom may be defined by who can turn adoption into measurable business value

James Stephen

AI Strategy

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Jun 15, 2026

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3 min read

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

While organisations race to scale AI across customer experience operations, fewer than four in ten say compliance is keeping pace

James Stephen

AI Strategy

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Jun 12, 2026

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2 min read

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Adobe says demand for marketing content is "exploding" as enterprises seek to deliver more personalised experiences across channels

James Stephen

AI Strategy

Oracle Lands Record Quarter, But Investors Still Question the Cost of AI Growth

Jun 11, 2026

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2 min read

Oracle Lands Record Quarter, But Investors Still Question the Cost of AI Growth

The AI infrastructure race is no longer about demand. It is about who can afford to supply it.

James Stephen

AI Strategy

Decagon Launches 'First' Self-Improving AI Agent for Customer Experience

Jun 10, 2026

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3 min read

Decagon Launches 'First' Self-Improving AI Agent for Customer Experience

Decagon's new Duet Autopilot platform aims to automate not just customer interactions, but the optimisation of AI agents themselves, pointing towards a future of continuously improving customer experience systems

James Stephen

AI Strategy

+10

AI Agents vs AI Copilots: What's the Difference?

Jun 9, 2026

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4 min read

AI Agents vs AI Copilots: What's the Difference?

Copilots and agents both use AI, but they operate in fundamentally different ways. Here is what CX leaders need to know.

James Stephen

AI Strategy

Forrester's Total Experience Rankings Signal a New Mission for CX AI

Jun 9, 2026

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2 min read

Forrester's Total Experience Rankings Signal a New Mission for CX AI

Why fragmented AI deployments may be the next obstacle to sustainable growth

James Stephen

AI Strategy

Cognizant Expands AI Governance Ambitions Through ServiceNow Partnership

Jun 5, 2026

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2 min read

Cognizant Expands AI Governance Ambitions Through ServiceNow Partnership

Cognizant is integrating its Neuro AI Trust platform with ServiceNow's AI Control Tower as enterprises look for ways to govern AI systems at scale

James Stephen

AI Strategy

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

Jun 4, 2026

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3 min read

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

The platform’s mobile-first design applies omnichannel logic to frontline workers, with AI coordinating the full incident lifecycle

James Stephen

AI Strategy

+10

The Rise of Autonomous Customer Experience

Jun 4, 2026

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4 min read

The Rise of Autonomous Customer Experience

Autonomous customer experience is the next stage of AI. Learn how AI agents may reshape service, journeys and loyalty

James Stephen

AI Strategy

+10

AI Agents Are Becoming a Workforce Category

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

James Stephen

AI Strategy

+12

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

Jun 2, 2026

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2 min read

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

The deal suggests that AI agents require structured content infrastructure capable of assembling personalised experiences in real time

James Stephen

Strategy & Leadership

Cisco Rolls Out AI Agents to 90,000 Employees, Advancing its AI-First Strategy

Gartner Warns Legacy SaaS Market Share Will Be "Cannibalized" by AI Agents

NiCE Brings CX AI to AWS European Sovereign Cloud

Genesys Acquires Pinkfish as the CX AI Race Moves to Enterprise Execution

Who Should Own CX AI? Why the Answer is More Complicated Than it Looks

OpenAI Positions HP as a Blueprint for AI as an Operating Layer

Ford’s AI Backpedal Highlights the Cost of Underestimating Human Experience

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Verint Unveils Agent Factory for the Era of Mixed Human and AI Workforces

AI Transparency in Customer Experience: What Customers Expect

Oracle Links AI Adoption to 21,000 Job Cuts

Kore.ai Survey Uncovers the Governance Chaos Behind Enterprise AI Agents

The New CX Operating Model for the AI Era

AI Vendors Are Winning, But Are Their Customers?

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

Adobe's Record Quarter Highlights a Growing CX Challenge: Content at Scale

Oracle Lands Record Quarter, But Investors Still Question the Cost of AI Growth

Decagon Launches 'First' Self-Improving AI Agent for Customer Experience

AI Agents vs AI Copilots: What's the Difference?

Forrester's Total Experience Rankings Signal a New Mission for CX AI

Cognizant Expands AI Governance Ambitions Through ServiceNow Partnership

8x8 Launches Resolve, Bringing CX Communication Strategies to Frontline Workers

The Rise of Autonomous Customer Experience

AI Agents Are Becoming a Workforce Category

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

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