Why CX Needs to Go Back to Basics in the Age of AI
As customers deploy their own AI agents, EY's Laurence Buchanan shares why CX leaders must return to basics: trust, empathy, and a distinctive value proposition. He explains why cost-led AI can backfire and what that means for customer loyalty and lifetime value.
Sean Nolan · 2 Nov 2026
How Agentic Commerce Could Shift Power to Consumers
Agentic commerce could move the start of the shopping journey from retailers and search engines to AI assistants. Joko's Nicolas Salat-Baroux explains how that could shift power to consumers, and why retailers' product data may decide who gets chosen.
Sean Nolan · 29 Oct 2026
From Context to Kiosks: 3 Takeaways from Zoomtopia 2026
Zoom used Zoomtopia 2026 to launch a Unified Context Layer, new customer service tools, and wider access for third party AI agents. Together, they show how the company wants conversations to trigger action, and what teams must control before AI takes on more work.
Sean Nolan · 22 Oct 2026
How Customer Simulations Turn Research Into Valuable Insight
Customer insight has long been limited by traditional research methods, leaving teams to make decisions with an incomplete picture of their buyers. Gather CEO & Co-Founder Mayank Mehta discusses whether AI simulations can make that insight more immediate, without losing the human perspective.
Sean Nolan · 15 Oct 2026
3 Consumer Expectations Defining AI in CX This Week
AI is raising customer expectations faster than many CX teams can meet them. New research from Zingtree, NTT DATA and Alchemer shows consumers want speed and convenience, but still expect control, context, and a clear path to human support for complex moments.
Sean Nolan · 13 Oct 2026
How Consumer Attitudes to AI Are Reshaping Contact Centers
NTT DATA surveyed 2,160 consumers and businesses across the UK and Ireland on AI in customer service. Sashen Naidu of NTT Data explains why the findings challenge assumptions and reveal businesses may be more out of step with customer expectations than they realize.
Sean Nolan · 8 Oct 2026
SAP Launches Autonomous CX AI Assistants at Connect 2026
SAP launches Autonomous CX assistants to connect marketing, commerce, sales, and service workflows with business data and customer context, designed to reduce CX friction. The launch comes as an index reveals 35% of consumers prefer AI recommendations to advice from friends and family.
Francesca Roche · 6 Oct 2026
What Is Touchless Resolution? How AI Moves Beyond Automation
AI can answer a customer question in seconds, but completing the task, updating the right system and leaving no hidden cleanup for an employee is a much harder test. Tata Communications' Gaurav Anand explains why touchless resolution is the new standard for AI in CX
Rhys Fisher · 6 Oct 2026
AI Agents: OpenAI's Big Bet vs. Gartner's Warning Sign
OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
Sean Nolan · 5 Oct 2026