The End of the Chat Interface? OpenAI's Bet on Agentic AI
OpenAI's Greg Brockman says the chatbox era is over. Here's what the latest in agentic AI means for CX leaders in 2026.
Thomas Walker · 2 Jul 2026
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 1 Jul 2026
Is IBM's AI Killing Its Own CX Consulting?
IBM's Q1 results reveal a CX market splitting in two — AI-native tooling wins, consulting stalls. Here's what it means for you.
Thomas Walker · 30 Jun 2026
AI Accountability: The Governance Gap Leaders Miss
Governance frameworks are lagging behind AI adoption. Here's why decision ownership is the real fix - and what risk leaders must do now
Thomas Walker · 29 Jun 2026
What Do Rising Compute Costs Mean for CX Leaders?
Rising chip and energy costs are ending the AI subsidy era. Here's what it means for your CX technology stack
Thomas Walker · 29 Jun 2026
Is Your Workforce Strategy Too Rigid for CX?
Rigid workforce strategies can't handle real customer demand. Learn how to build adaptive capacity without losing operational control
Thomas Walker · 25 Jun 2026
Is Compliance Destroying Your Customer Experience?
Compliance protects your business - but is it costing you customers? Learn how to balance data protection with great CX.
Thomas Walker · 25 Jun 2026
How AI Affects Employees’ Cognitive Abilities
Could your team's AI tools be making them worse at their jobs? We explore the hidden cognitive toll of workplace AI adoption.
Thomas Walker · 23 Jun 2026
AI Adoption Is Stalling - And Consumers Are Why
The gap between AI optimism in the boardroom and anxiety on the ground is widening. Here's what CX leaders need to know.
Thomas Walker · 22 Jun 2026
Is Your AI Investment Delivering Real Value - or Just Impressive Demos?
Why do AI investments underperform? A practical guide to measuring AI ROI and scaling what works in the enterprise.
Thomas Walker · 22 Jun 2026
How Your CX Stack Is Quietly Expanding Your Data Exposure Without You Realizing
CX data security demands an ecosystem view. Learn how customer data architecture and CX technology risk create hidden exposure.
Thomas Walker · 17 Jun 2026
Does Your Leadership Team Actually Understand AI? Most CX Executives Don't.
Most CX leaders lack direct AI experience. In the contact center, that blindspot is now a customer retention risk.
Thomas Walker · 17 Jun 2026
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 16 Jun 2026
How AI Makes Contact Center Agents Better
Learn how AI augmentation helps contact center agents work faster, smarter, and with greater consistency
Thomas Walker · 15 Jun 2026
Why Your Most "Engaged" Agents Aren't Your Best Performers
Engaged agents can still underperform. Learn how to align WEM analytics with real contact center outcomes.
Thomas Walker · 11 Jun 2026
Data Consent Management Is Broken: Why "Agree" Doesn't Mean "I Understand"
Most consent flows capture clicks, not comprehension. Here's what a stronger GDPR consent strategy actually looks like.
Thomas Walker · 10 Jun 2026
Why Voice AI Adoption Is Accelerating in 2026
From credit unions to global banks, voice AI is delivering real results. Here's what the data and deployments reveal in 2026…
Thomas Walker · 10 Jun 2026
Why AI Hallucinations Are a Hidden CX Risk
The most dangerous thing about a hallucinating AI isn't that it's wrong - it's that it doesn't sound wrong.
Thomas Walker · 8 Jun 2026
Why Workforce Schedules Drift - And How to Build Plans That Keep Up
Static schedules can't match real demand. Learn why WFM accuracy depends on intraday alignment, not weekly planning.
Thomas Walker · 4 Jun 2026
RingCentral Turns Microsoft Teams into a Contact Center
Can RingCentral close the UCaaS-CCaaS gap inside Teams? We break down what CEB delivers for enterprise CX teams.
Thomas Walker · 4 Jun 2026
Is Microsoft's OpenAI Bet Putting Your AI Contract at Risk?
Nearly half of Microsoft's future revenue depends on OpenAI. Here's what that means for CX buyers...
Thomas Walker · 3 Jun 2026
How Silent Trust Erosion Drives Customer Churn
Silent churn starts with small data doubts. Discover how a CX privacy strategy builds lasting customer trust.
Thomas Walker · 3 Jun 2026
The WEM Orchestration Gap No One Is Talking About
IBM's multi-agent AI push exposes a critical gap in WEM: who orchestrates your AI workforce when no one platform owns them all?
Thomas Walker · 2 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 1 Jun 2026
Your AI Isn’t Transforming CX - It’s Just Automating the Same Broken Experiences
AI often automates broken CX faster. Learn why chatbots fail, what to fix first, and how to redesign journeys before scaling automation.
Thomas Walker · 1 Jun 2026
The Design Principle That Could Make or Break Enterprise AI Adoption
Why enterprise AI agents need zero permissions by default - and how 'deny by default' could define your AI security strategy.
Thomas Walker · 29 May 2026
Why Most Enterprise AI Investments Fail the Operational Test
How CIOs cut through AI hype in WEM: a structured evaluation framework covering integration, governance, and ROI proof.
Thomas Walker · 29 May 2026
Is Your WEM Strategy Quietly Accelerating Agent Burnout?
Learn how WEM monitoring quietly drives agent burnout and what sustainable contact center design actually looks like.
Thomas Walker · 27 May 2026
When "Compliant" Still Means Exposed: Rethinking Customer Data Risk in CX
Passing audits doesn't equal protection. Learn how to measure real customer data risk reduction in customer experience.
Thomas Walker · 26 May 2026
ServiceNow Ran Agentic AI on Itself. Here's What Happened...
ServiceNow ran agentic AI on itself. The results and the hard lessons are ones enterprise leaders can't afford to miss.
Thomas Walker · 25 May 2026
AI Is Speeding Up Support, But Is It Speeding Up Customer Anger Too?
Is your chatbot creating faster frustration? Discover the AI CX quality signals every leader needs to enhance their contact center.
Thomas Walker · 22 May 2026
How to Build a WEM System That Changes Agent Behavior
WEM that only measures performance has limited value. Learn how to build a system that actively changes agent behavior.
Thomas Walker · 20 May 2026
The Curious Psychology of Queues and the AI Quietly Trying to Calm Us Down
AI may ease customer's queue frustration by addressing uncertainty, fairness, and reassurance, not just speed.
Thomas Walker · 20 May 2026
Is Cisco Losing Interest in Workforce Engagement?
As Cisco pours billions into AI infrastructure, its Collaboration segment quietly stalls. What does that mean for WEM buyers?
Thomas Walker · 19 May 2026
How to Build a Customer Data Protection Model That Survives Real-World CX
How to design a customer data protection model built for CX complexity, integration failures, and real-time risk.
Thomas Walker · 18 May 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 18 May 2026
How to Automate CX Without Creating More Work Than You Remove
Most AI automation deployments add busywork. Here's how to design CX automation that genuinely reduces effort.
Thomas Walker · 15 May 2026
AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?
AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.
Thomas Walker · 14 May 2026
Why Are Your Scheduling Optimisations Creating Worse Customer Experiences?
How workforce scheduling optimization harms CX, spikes agent workload, and drives repeat contacts, plus fixes.
Thomas Walker · 13 May 2026
Why Does Your Privacy Strategy Collapse the Moment Customers Switch Channels?
Channel switching exposes privacy gaps fast. Learn why consent breaks across systems and how to enforce consistent data rules.
Thomas Walker · 12 May 2026
Will AI Replace Your WEM Platform? ServiceNow's President Says No
Can AI agents replace workforce engagement management platforms? ServiceNow's Amit Zavery says no at Knowledge 26.
Thomas Walker · 11 May 2026
AI Automation ROI: The Hidden Costs Enterprises Miss
AI reduces visible labor. It rarely reduces real cost. Here's what enterprises miss when they model automation ROI — and what CFOs should do.
Thomas Walker · 8 May 2026
Who Is Accountable When Public Sector AI Goes Wrong?
Who's accountable when public sector AI goes wrong? Kayla Vondy on transparency, trust, and why inclusion can't be an afterthought.
Thomas Walker · 7 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 May 2026
Shadow AI Is the New Shadow IT - And Boards Are Already Behind
Shadow AI is putting enterprise data at risk - and most boards don't know it's happening. Learn why this matters, and how to get ahead of it.
Thomas Walker · 6 May 2026
Your CX Stack Is Compliant - But Still Exposing Customer Data at Every Interaction
A passed audit doesn't protect customer data. See where CX stacks expose sensitive data - and how to close the gaps now.
Thomas Walker · 5 May 2026
Your AI Strategy Isn’t Failing: It’s Scaling Bad Decisions Faster Than Humans Ever Could
Enterprise AI strategy failure starts when automation amplifies weak data, broken workflows, and unstable CX decision logic.
Thomas Walker · 1 May 2026
Your AI Agents Are Already Inside Your Contact Center - Do You Know What They're Doing?
AI agents are already inside your contact centre - but most teams can't list them, track their permissions, or shut them down.
Thomas Walker · 29 Apr 2026
Is the Autonomous Enterprise Closer Than You Think in 2026?
Explore how autonomous enterprises are emerging in 2026, with AI-driven, self-optimising systems and governed automation.
Thomas Walker · 29 Apr 2026
The Spreadsheet Problem Hiding Inside Your Workforce Strategy
Over half of HR leaders still rely on spreadsheets for workforce planning. Here's why that's a serious CX problem.
Thomas Walker · 28 Apr 2026
How to Choose Workforce Engagement Platforms That Scale
Find the right contact center workforce software: AI forecasting, workforce analytics tools, coaching workflows, and ROI signals.
Thomas Walker · 27 Apr 2026
Who Is Liable for AI-Generated Customer Responses?
Reduce AI risk in customer conversations with clear governance, escalation rules, and content controls built for regulated environments
Thomas Walker · 24 Apr 2026
Adobe CX Enterprise Coworker - What Does It Mean for the Future of Enterprise CX?
Adobe's most ambitious AI launch yet could redraw the enterprise CX map - and the competition is already taking notice.
Thomas Walker · 23 Apr 2026
How to Find Generative AI Use Cases That Actually Pay Off
Learn how CIOs pick repeatable generative ai enterprise use cases, measure ROI, and scale safely with governance.
Thomas Walker · 22 Apr 2026
Is Freshworks Walking Away from Customer Experience?
Freshworks is openly managing its customer experience business for low growth while redirecting investment toward IT service management
Thomas Walker · 20 Apr 2026
Why Workforce Engagement Platforms Are Replacing Legacy WFM Systems
why contact centers are moving to workforce engagement management, and how modern workforce optimisation tools improve CX productivity.
Thomas Walker · 20 Apr 2026
How CXA Is Changing the Contact Center Operations Model
The contact centre operations model hasn't changed in 30 years. Talkdesk thinks CXA is about to change everything about it...
Thomas Walker · 15 Apr 2026
Is AI Customer Service Improving CX - or Driving Customers Away?
Is AI customer service improving CX or driving customers away? Learn how governance, hybrid support, and the right metrics protect trust.
Thomas Walker · 15 Apr 2026
Verint's Quiet Pivot: How AI Is Reshaping Its Core Business
Verint’s AI revenue has overtaken its legacy business, signalling a major shift toward CX automation. Here’s what it means for CX Leaders.
Thomas Walker · 14 Apr 2026
How Autonomous Workforce Platforms Are Replacing Traditional Planning Models
Learn how AI workforce management improves forecasting, scheduling, and governance in contact centers.
Thomas Walker · 13 Apr 2026