Why AI Is Pushing UK Businesses to Take Back Control of Their Data
IDC research commissioned by Expereo shows UK businesses are prioritizing data control as AI security and sovereignty concerns grow.
Sophie Wilson · 23 Sept 2026
Frontier AI Slowdown Debate: What It Means for CX Leaders
As Altman, Musk, and Amodei call for slower frontier AI development, CX leaders face new questions on governance and trust.
Sophie Wilson · 17 Sept 2026
Cresta Puts AI Customer Service in Beast Mode
Cresta’s AI customer service campaign with Marshawn Lynch highlights faster support, better context, and smoother human handoffs.
Sophie Wilson · 16 Sept 2026
Altman, Musk, and Amodei Want an AI Slowdown - But Who Benefits?
Altman, Musk and Amodei support an AI slowdown. Is it a genuine safety intervention, or a strategic move by frontier AI leaders?
Sophie Wilson · 15 Sept 2026
Tata Communications' CPaaS Drives Customer Continuity
Tata Communications CPaaS combines messaging, voice, RCS and WhatsApp to help enterprises connect customer data, automation and journeys.
Sophie Wilson · 19 Aug 2026
A Guide to Dreamforce 2026: What CX Leaders Need to Know About Salesforce AI
Dreamforce 2026 puts Salesforce’s Agentforce strategy under the spotlight. Here is what CX leaders should ask about AI, data and service.
Sophie Wilson · 18 Aug 2026
How Gainsight Is Expanding Its Customer Community Platform
Explore how Gainsight Customer Communities, Developer Studio, and Skilljar connect support, learning, and customer engagement.
Sophie Wilson · 17 Aug 2026
Bettermode Connects Community, AI Discovery, and Retention
Explore how Bettermode’s customer community platform connects AI discovery, support integrations, and trusted knowledge.
Sophie Wilson · 6 Aug 2026
How Gupshup Is Making Enterprise AI Orchestration the New CX Control Plane
Gupshup’s enterprise AI orchestration connects context, workflows and channels, helping Treebo improve WhatsApp hotel discovery.
Sophie Wilson · 5 Aug 2026
Infobip’s AgentOS Bet: Can CPaaS Become the AI Control Layer for Customer Experience?
Infobip AgentOS connects AI agents, customer data, channels, and oversight as Infobip builds on its Gartner CPaaS leadership.
Sophie Wilson · 4 Aug 2026
How bunq’s Finn Evolved From AI Search to a Multilingual Financial Assistant
bunq Finn is evolving banking CX with multilingual AI support, faster resolutions, and human escalation for more complex customer needs.
Sophie Wilson · 28 Jul 2026
Klarna’s AI Customer Service Roadmap: Why Human Support Still Matters
Klarna AI customer service combines automation with human support, showing CX leaders how to improve resolution, trust, and customer effort.
Sophie Wilson · 27 Jul 2026
Cresta Targets Contact Center AI Deployment Gap
Cresta says contact center AI deployment fails when agent readiness lags. Its new simulator aims to improve AI training.
Sophie Wilson · 9 Jul 2026
Cityside Fiber's CX Leader on AI, Soft Skills, and Owning Your Seat at the Table
Cityside Fiber's Andrew Rios on rising customer expectations, why coachability beats skills, and tips for CX leaders starting their AI journey
Sophie Wilson · 2 Jul 2026
KPMG's Dan Balisteri on Over-Personalisation, the Empathy Deficit, and Why AI Deployments Keep Failing
KPMG's Dan Balisteri on why over-personalisation risks trust, AI's empathy deficit, and what is driving rushed deployments that fail publicly.
Sophie Wilson · 2 Jul 2026
Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing
Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX
Sophie Wilson · 2 Jul 2026
Women, AI, and the Future of CX: What CCW Vegas' Most Powerful Voices Want You to Know
50% of women in CX could lose jobs to AI. Leaders from Inbenta, Medallia, and Inclusion Multipliers reveal how to close the gender gap now.
Sophie Wilson · 2 Jul 2026
Is Your Customer Journey Failing Because No One Owns It End-to-End?
Journey fragmentation happens when CX accountability is split. Here's how CX governance strategy fixes end-to-end ownership
Sophie Wilson · 25 Jun 2026
How Too Many Engagement Channels Are Quietly Making Customer Journeys Worse
More channels create more friction. Here's why CX simplification strategy outperforms omnichannel expansion every time
Sophie Wilson · 18 Jun 2026
How to Turn Community Engagement Into Revenue Without Destroying Trust
Learn how to convert community engagement into revenue without eroding trust. A practical guide to community monetisation strategy.
Sophie Wilson · 16 Jun 2026
Why Is Your Community Strategy Controlled by Algorithms You Don’t Own?
Learn how social media algorithms impact community growth, and how to shift from rented reach to digital audience ownership.
Sophie Wilson · 9 Jun 2026
Your CRM Data Isn’t Incomplete - It’s Actively Becoming Less Accurate Every Day
CRM data decays as customers change. Learn what causes stale records, how automation scales errors, and how to keep data fresh.
Sophie Wilson · 5 Jun 2026
Your Customer Journeys Aren’t Broken - They’re Just Happening at the Wrong Time
Journeys fail when triggers fire too early or late. Learn timing intelligence, real-time signals, and how orchestration fixes it.
Sophie Wilson · 4 Jun 2026
Your Community Isn’t Engaged - It’s Just Watching Without Ever Taking Action
Your community is watching, not acting. Learn the participation metrics and tactics that turn passive views into real engagement.
Sophie Wilson · 2 Jun 2026
CMP Research Reveals the Top Priorities Reshaping CX and Contact Centers
CX priorities 2026 are shifting toward analytics, self-service adoption, agentic AI, and workforce readiness, CMP Research finds.
Sophie Wilson · 29 May 2026
CCWomen at CCW Las Vegas: Why Human-Centered Leadership Is Central to the Future of CX
CCWomen at CCW Las Vegas explores women in CX leadership, human-centered AI, workforce change, and the future of customer contact.
Sophie Wilson · 28 May 2026
Is Your CRM Strategy Just Automating Bad Data Across Every Customer Touchpoint?
CRM automation can multiply bad data. Learn how to spot scaling risks, fix data quality, and evaluate CRM systems safely.
Sophie Wilson · 28 May 2026
Is Your CX Strategy Just Automating Broken Journeys at Scale?
Avoid a massive customer journey optimisation failure. Learn how a proper CX orchestration evaluation mitigates automation risks.
Sophie Wilson · 27 May 2026
Is Your Community Strategy Quietly Eroding Trust by Controlling Too Much?
See how over-control and over-moderation reduce authenticity, weaken trust, and quietly drain engagement in customer communities.
Sophie Wilson · 25 May 2026
How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History
Learn how to build a real-time customer data layer using events and identity resolution, so profiles reflect live behavior, not history.
Sophie Wilson · 21 May 2026
How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change
Learn how decision-driven orchestration and event-driven architecture power adaptive CX systems that react in real time across channels.
Sophie Wilson · 20 May 2026
How to Turn Community Engagement Into a Measurable Revenue Driver Instead of a Vanity Metric
Learn how to link community engagement to retention, expansion, advocacy, and measurable community ROI that drives real revenue.
Sophie Wilson · 18 May 2026
Why Does Your Customer Data Strategy Create More Noise Every Time You Add More Data?
More customer data can reduce insight. Learn how to cut noise, boost signal quality, and restore CX data clarity in enterprise stacks.
Sophie Wilson · 14 May 2026
How CX Leaders Can Build Customer Trust With AI Agents
Customer trust with AI agents is becoming the defining CX issue. Here’s why the smartest brands are pairing automation with human support.
Sophie Wilson · 14 May 2026
Why Does Your “Real-Time” Customer Engagement Arrive Too Late to Matter?
Real-time CX often arrives too late. Learn where latency builds up, why timing precision matters, and how to measure response speed.
Sophie Wilson · 13 May 2026
Why Are Your Most Valuable Customers Engaging Everywhere Except Your Community Platform?
High-value customers are not disengaged. They have moved to dark social and peer networks. Learn how to win in distributed communities.
Sophie Wilson · 11 May 2026
Your CRM Isn’t a Source of Truth - It’s a System for Scaling Customer Confusion
CRMs often scale duplicate, stale data. Learn why customer views conflict and how governance restores a reliable source of truth.
Sophie Wilson · 7 May 2026
Your Customer Journeys Aren’t Broken - They Were Never Real to Begin With
Customer journey maps often fail. Learn why real customer behavior breaks linear models, and what to use instead in modern CX.
Sophie Wilson · 6 May 2026
Your Customer Community Isn’t Driving Loyalty - It’s Quietly Concentrating Influence in the Wrong Hands
Learn how participation imbalance creates customer insight bias, and how to diversify influence for accurate community feedback.
Sophie Wilson · 4 May 2026
Why Your Customer Community Should Replace Support Tickets
Learn how customer communities cut ticket volume, boost CSAT, and deliver CX cost reduction through scalable self-service.
Sophie Wilson · 4 May 2026
Composable CX Will Replace Monolithic CRM Platforms
Composable CX stacks are replacing monolithic CRM. Learn how modular customer data and APIs reshape enterprise CX strategy.
Sophie Wilson · 28 Apr 2026
Are You Buying CX Tools Instead of Fixing Orchestration?
Buying more CX tools can worsen fragmentation. Learn how orchestration fixes shared context, next best action, and activation.
Sophie Wilson · 27 Apr 2026
Will AI Replace Your Community Strategy Before You Adapt?
AI is reshaping communities through automation and moderation. Learn what changes, what risks grow, and how to adapt fast.
Sophie Wilson · 23 Apr 2026
Why Identity Resolution Is the Hardest Problem in CX Today
Identity resolution is the top CX blocker. Learn identity graphs, matching rules, and governance to build a unified customer profile.
Sophie Wilson · 21 Apr 2026
Is Your Data Stack Ready for Real-Time Journey Orchestration?
Can your stack support real-time customer journey orchestration? Use this framework to assess data, identity, and activation readiness.
Sophie Wilson · 20 Apr 2026
Are You Building Customer Communities on Borrowed Platforms?
Social platforms rent you reach. Owned communities build trust and insight. Learn risks, migration steps, and governance for enterprises.
Sophie Wilson · 16 Apr 2026
After Its IgniteTech Acquisition, Khoros Unveils Aurora AI and Iris AI
Khoros launches Aurora AI and Iris AI as IgniteTech’s AI-native strategy takes shape across enterprise community and social engagement.
Sophie Wilson · 15 Apr 2026
What Is the Real Role of CRM in Modern CX Architecture?
Modern CRM turns customer data into action. Learn how a CRM data platform connects workflows, teams, and insights to improve CX.
Sophie Wilson · 14 Apr 2026
Why Personalization Is Driving Fatigue Instead of Engagement
AI personalization can overwhelm customers. Learn how customer journey orchestration uses suppression and next best actions to reduce fatigue.
Sophie Wilson · 13 Apr 2026
Are Customer Communities Your Most Overlooked Revenue Driver?
Discover how customer communities drive retention, expansion, and measurable CX outcomes through CRM integration and data models.
Sophie Wilson · 9 Apr 2026
Why Single Customer View Still Fails After CRM Investment
A CRM won’t fix fragmented customer data. Discover how identity resolution, integration, and governance create a true single customer view.
Sophie Wilson · 7 Apr 2026
Are AI Agents Creating Customer Journeys You Can’t Control?
AI customer journey orchestration helps unify data, decisions, and actions to prevent fragmented CX and improve AI-driven customer engagement.
Sophie Wilson · 6 Apr 2026
Why Enterprise Community Platforms Fail to Deliver ROI
Why does enterprise community ROI fail? Discover how governance, KPIs, and strategy turn community platforms into measurable CX outcomes.
Sophie Wilson · 2 Apr 2026
What Are The Top Customer Data Management Use Cases Transforming CX in 2026?
Customer data management use cases are reshaping CX in 2026. Explore how CDPs improve personalization, compliance, and engagement.
Sophie Wilson · 1 Apr 2026
Which Customer Journey Orchestration Use Cases Cut Costs Fastest? Real Examples Driving ROI in 2026
Customer journey orchestration examples show how Adobe, Salesforce, Microsoft, Pega, and Genesys drive ROI with real-time engagement.
Sophie Wilson · 31 Mar 2026
Why Real-Time Customer Engagement Still Breaks in 2026 - And How CX Leaders Fix It
Real-time customer journey orchestration depends on fast data, CDPs, and event-driven architecture to deliver timely, relevant CX.
Sophie Wilson · 30 Mar 2026
How Does Customer Data Management Work Inside a CRM Platform, And What Are Most Teams Missing?
Customer data management in CRM explained: how data is collected, cleaned, unified, and activated across sales, marketing, and service.
Sophie Wilson · 30 Mar 2026
What Are the Biggest CRM Trends 2026 Buyers Can’t Ignore If They Want Faster Growth?
CRM trends 2026 are driven by AI agents, trusted customer data, and privacy-first governance. Here’s what Discovery-stage buyers should know.
Sophie Wilson · 26 Mar 2026
What Do CRM Analyst Reports Reveal About CRM And Customer Data In 2026, And Are You Behind?
CRM and customer data are converging in 2026, as AI, automation, and analytics reshape how platforms drive real business outcomes.
Sophie Wilson · 26 Mar 2026
What Is Customer Data Management? CRM, CDP & Data Strategy Explained for 2026
Customer data management explained: how CDM connects CRM, CDPs, and AI to deliver accurate, compliant, and scalable customer experiences.
Sophie Wilson · 26 Mar 2026