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
Could Your Contact Center’s Sentiment Tool Break EU Rules?
Could your contact center emotion AI break EU rules? Learn how sentiment tools create risks for agents, customers, and compliance
Rhys Fisher · 2 Sept 2026
Bill Gates AI Warning Should Shake CX Leaders
AI in CX is no longer a question of whether service teams can automate more work. Bill Gates’ latest warning about artificial intelligence points to a sharpe...
Rob Wilkinson · 31 Aug 2026
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 11 Aug 2026
Amazon’s Q2 Earnings Expose the Hidden AI Cost Crisis Crippling Enterprise CX
Amazon's Q2 earnings reveal a shift to autonomous AI agents and expose the hidden inference costs crippling enterprise customer experience strategies.
Rob Wilkinson · 3 Aug 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 16 Jul 2026
KPMG Flags AI’s Enterprise Execution Gap
KPMG says enterprise AI is scaling fast, but weak governance, trust, and operating models still limit transformation outcomes.
Rob Wilkinson · 18 Jun 2026
IBM Vs ServiceNow, Who Owns Agentic AI Governance?
IBM Guardium and ServiceNow AI Control Tower take different routes to agentic AI governance, visibility, compliance, and enterprise control.
Rob Wilkinson · 17 Jun 2026
Anthropic's Mythos-Class Fable Shutdown Raises Questions About Sovereignty and AI Continuity in CX
Anthropic’s shutdown of its Fable and Mythos AI models is raising concerns around enterprise AI continuity and customer trust.
Nicole Willing · 15 Jun 2026
Future of CX: Part 4 - 1:20 PM — The Loyalty Tier Collapse
Future of CX: AI-driven loyalty scoring and customer value algorithms reshape CX strategy as real-time automation redefines retention, trust, and customer experience.
Rob Scott · 13 Apr 2026
Future of CX: Part 3 - 11:40 AM — The Customer Who Wanted a Human
Future of CX: A high-value customer refuses AI support, forcing a CX leader to confront human escalation, customer trust, and the limits of automation.
Rob Scott · 6 Apr 2026
Future of CX: Part 2 - 10:12 AM — The Empathy Algorithm
Future of CX: AI emotion detection, customer sentiment analysis, and automation strategy collide as a CX leader faces the ethics of AI-powered customer experience.
Rob Scott · 30 Mar 2026
Microsoft’s Support for Anthropic Signals a Shift in AI Power Dynamics
Microsoft’s support for Anthropic highlights new AI governance and supply chain risks that CX leaders and enterprise buyers can no longer ignore.
Rob Wilkinson · 11 Mar 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 24 Feb 2026
AI Readiness In CX: Why Most Teams Can’t Escape The POC Trap
Martin Hill-Wilson of Brainfood Consulting explains AI readiness in CX, why POCs stall, and how data, governance, and trust shape real AI value.
Rob Wilkinson · 18 Feb 2026
BNP Paribas Backs AI Startup Incio, Here’s The CX Catch
BNP Paribas Personal Finance UK partners with Inicio AI to embed Budgie in the Creation Finance app, testing AI affordability journeys and CX impact.
Rob Wilkinson · 17 Feb 2026
Design Systems for CX: Why AI Experience Design Matters
Wondering why your AI investments still aren't paying off? It's probably an issue with AI experience design.
Rebekah Carter · 17 Feb 2026
AI Transparency and Trust Engineering Will Decide if Your CX Strategy Pays Off
AI transparency & trust matter in CX. Here's how you can engineer an AI strategy that customers can believe in.
Rebekah Carter · 17 Feb 2026
Starmer Targets Addictive Social UX, CX Leaders Must Not Ignore
Keir Starmer signals tougher online safety rules for AI chatbots and youth protections. What it means for CX leaders, vendors, and ops.
Rob Wilkinson · 16 Feb 2026
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
Amazon’s Q4 2025 earnings spotlight Bedrock AgentCore and agentic AI, signaling a shift from scripted bots to governed autonomous agents in the contact center.
Rob Wilkinson · 9 Feb 2026
EU AI Act: Why The 2026 Reckoning for CX Is Global
It is February 2026. The year of experimentation is over, and the year of enforcement has begun. For the last two years, Customer Experience (CX) leaders hav...
Rob Wilkinson · 5 Feb 2026