Why Deep Specialism Beats Generalist AI in CX
Will AI agents trigger a SaaS collapse? Discover why deep workflows, enterprise data, and specialist platforms still matter.
Adrian Swinscoe · 4 Aug 2026
Beyond the "New New": The Enduring Pragmatism of PegaWorld 2026
At PegaWorld 2026, Pegasystems doubled down on what it's always done best: measurable human and business impact.
Adrian Swinscoe · 13 Jul 2026
Is AI-Powered Service Going to Be More Expensive?
New Gartner research suggests the total cost of AI in service and support may exceed the savings from headcount reductions.
Adrian Swinscoe · 12 Jun 2026
Inside Zendesk's Service Dividend in Action
Zendesk is automating 60% of Tier 1 and 2 enquiries and reinvesting the savings into higher-value service. Understanding 'service dividend'
Adrian Swinscoe · 5 Jun 2026
Artificial vs. Authentic: Aflac's Intentional Approach to Humanizing AI
Aflac's Keith Farley explains why the insurer deploys AI in customer experience with caution — keeping humans where it matters most.
Adrian Swinscoe · 17 Apr 2026
Beyond the Demo: Qualtrics X4 Signals the Maturing of Experience Management
Adrian Swinscoe reports from Qualtrics X4 in Seattle, where customer stories replaced product demos — and TruGreen's CFO stole the show.
Adrian Swinscoe · 3 Apr 2026
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Medallia's Experience event challenged CX leaders to go beyond surveys and use AI insights to drive real, measurable business transformation.
Adrian Swinscoe · 24 Feb 2026
Why the Tortoise Wins the Enterprise AI Race
Rushed AI pilots often fail. Learn why disciplined enterprise AI implementation delivers better customer experience, trust, and long-term ROI.
Adrian Swinscoe · 4 Feb 2026
Stop Guessing: Use Context to Deliver Personalization That Converts
Explore the concept of contextual personalization and why it is essential for brands to engage effectively with customers.
Adrian Swinscoe · 15 Dec 2025