AI Governance Tools
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 · 11 min read · 23 Sept 2026
ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test
ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.
Rob Wilkinson · 7 min read · 22 Sept 2026
The EU AI Act Is a CX Problem Now
The EU AI Act , which came into effect on August 2, can seem like a legal or compliance issue, best handled by specialist teams or the people developing AI m...
Nicole Willing · 7 min read · 22 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 6 min read · 16 Sept 2026
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 1 min read · 15 Sept 2026
Contact Center Modernization Has a New Risk Profile
Contact center modernization now depends on cloud migration, AI governance, data quality, and change management. Here’s what buyers must get right.
Rob Wilkinson · 7 min read · 9 Sept 2026
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 6 min read · 3 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 · 7 min read · 2 Sept 2026
Gartner Warns CX AI Budgets Are Surging
Gartner says customer service AI spending rose 38%, but CX leaders now face urgent governance, ROI, and trust challenges.
Rob Wilkinson · 6 min read · 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 · 6 min read · 31 Aug 2026
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 Aug 2026
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 5 min read · 27 Aug 2026
ServiceNow, Salesforce, and Synthflow expose the operational issues behind agentic CX
ServiceNow, Salesforce, and Synthflow show why CX AI now demands new workforce planning, resolution metrics, and agent governance.
Rob Wilkinson · 5 min read · 24 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 · 4 min read · 11 Aug 2026
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 5 min read · 6 Aug 2026
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 4 min read · 30 Jul 2026
Should Brands Label AI Content? The Transparency Debate
AI content labels are not always straightforward. Experts explain how brands can avoid misleading customers while using AI responsibly.
Francesca Roche · 7 min read · 28 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 5 min read · 28 Jul 2026
OpenAI Launches Presence Amid AI Agent Safety Concerns
OpenAI launches Presence to help enterprises govern AI agents, as the Hugging Face security incident raises fresh safety concerns.
Francesca Roche · 4 min read · 22 Jul 2026
Autonomous CX: Useful Automation or Another Layer of Complexity?
Autonomous CX is becoming one of the most important AI customer service debates, but the promise comes with a warning. If businesses automate weak foundation...
Rob Wilkinson · 6 min read · 20 Jul 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 · 6 min read · 16 Jul 2026
Why Your AI Pilots Are Losing Trust
Learn why promising AI pilots become harder to trust when they reach complex customer journeys, and how CX leaders can build trust.
Francesca Roche · 2 min read · 15 Jul 2026
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 4 min read · 15 Jul 2026
The Contact Center AI Governance Gap Is Costing You
When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is r...
Rhys Fisher · 4 min read · 9 Jul 2026
Deployment-First AI Is a Dangerous Bet According to SAP CX
SAP CX warns that CX leaders must fix fragmented foundations before AI agents amplify those weaknesses at enterprise scale.
Francesca Roche · 3 min read · 8 Jul 2026
The Hidden Risks of Rushing into Customer Automation
The pressure to automate is outpacing organizational readiness. As enterprises race to deploy AI-powered bots and virtual agents, automation can quietly erod...
Francesca Roche · 4 min read · 7 Jul 2026
The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said.
I have sat through a lot of panels at customer experience events. Most of them are polite. Speakers agree with each other. Nobody says the uncomfortable thin...
Rob Scott · 5 min read · 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 min read · 2 Jul 2026
Microsoft Brings Safety to AI-Driven Commerce with New MCP Server
Microsoft unveils a managed MCP server for Dynamics 365 Commerce, enabling governed AI agent interactions across retail environments.
Francesca Roche · 4 min read · 30 Jun 2026
NiCE World London 2026 Is Almost Here, and the CX Agenda Looks Hard to Ignore
NiCE World London 2026 will bring CX leaders, AI specialists, and enterprise decision-makers to Olympia London on July 2 for its main event day, with July 1 ...
Rob Wilkinson · 6 min read · 26 Jun 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 6 min read · 24 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 1 min read · 24 Jun 2026
Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience
From personalised banking to AI shopping assistants, Google Cloud Summit London 2026 redefines what agentic AI means for CX.
Francesca Roche · 5 min read · 18 Jun 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 · 6 min read · 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 · 5 min read · 17 Jun 2026
Human Oversight Can No Longer Protect Customers From AI Hallucinations
AI hallucinations can spread across millions of interactions, making automated CX assurance increasingly important.
Francesca Roche · 8 min read · 15 Jun 2026
TELUS Digital: Two Thirds Of Enterprises Are Deploying AI Without Safety Nets
New TELUS Digital research reveals that 68% of companies lack automated QA, creating an enterprise AI performance gap in the contact center.
Sean Nolan · 5 min read · 8 Jun 2026
AI Hallucinations in Banking are a CX Risk, Not Just a Technical One
AI hallucinations are a significant frontline CX and governance risk for financial services, threatening to create customer harm, compliance exposure, and re...
Francesca Roche · 4 min read · 4 Jun 2026
Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents
Vonage's vertical AI strategy aims to reduce deployment complexity while improving CX outcomes and service consistency.
Francesca Roche · 5 min read · 4 Jun 2026
The GenAI Divide: Why Banking Is No Longer in “Experiment Mode”
Banking has now crossed a line where experimenting with AI is now riskier than choosing to commit to it. Whilst ‘staying safe’ in the early days of experimen...
Francesca Roche · 4 min read · 29 May 2026
The $735 Problem: Why Enterprise AI Governance is Set Up to Fail
New research from Gartner, TELUS Digital, and Sinch reveals why enterprise AI governance keeps failing in production
Rhys Fisher · 7 min read · 29 May 2026
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Br...
Nicole Willing · 1 min read · 28 May 2026
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
In this CX Today interview, Nicole Willing speaks with Rhys Harris, AI Product Director at Content Guru , about what AI lock in actually looks like in practi...
Nicole Willing · 1 min read · 26 May 2026
Why Does Customer Experience Have an Operating Model Problem?
Why disconnected systems and siloed teams continue to undermine modern customer experience delivery, despite growing CX tech investments.
Francesca Roche · 5 min read · 21 May 2026
6 Questions to Ask Your AI Vendor Before You Commit
AI is changing too quickly for static decisions. With models, vendors, and regulations shifting rapidly, buyers need to evaluate more than capability at the ...
Nicole Willing · 7 min read · 18 May 2026
The New AI Risk No One Is Talking About: Lock-In
The conversation around AI risk tends to focus on model performance, hallucinations, or compliance. Yet a quieter, more structural issue is emerging that has...
Nicole Willing · 7 min read · 11 May 2026
ServiceNow Moves to Govern Every AI Agent in the Enterprise
ServiceNow extended AI Control Tower across Microsoft, NVIDIA, and security at Knowledge 2026, its most aggressive AI governance push to date.
Rhys Fisher · 5 min read · 6 May 2026
ServiceNow Unveils Agentic AI to Replace Manual CRM
ServiceNow unveils Autonomous CRM and AI Control Tower at Knowledge 2026. Discover how agentic AI eliminates manual workflows and drives enterprise ROI.
Rob Wilkinson · 3 min read · 5 May 2026
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
OpenAI and Microsoft revise partnership, ending exclusivity and enabling multi-cloud AI delivery, reshaping enterprise strategy and CX.
Francesca Roche · 5 min read · 1 May 2026
How to Balance AI Innovation with Enterprise Data Privacy Compliance
How do you innovate with AI and protect customer data privacy governance at the same time? Here's what you need to know.
Rebekah Carter · 13 min read · 30 Apr 2026
McDermott Says ServiceNow “Converts Chaos to Control” With Context-Driven Enterprise AI
ServiceNow reports AI-driven growth in Q1 as context, governance, and workflow scale boost enterprise adoption and revenue.
Francesca Roche · 6 min read · 23 Apr 2026
Why B2B Communities Are No Longer Optional – They Are Revenue Engines
Discover how community engagement platforms are transforming B2B customer relationships, trust, and long-term commercial performance.
Francesca Roche · 9 min read · 21 Apr 2026
Sprinklr Spring 26: The Governance Frontier For Autonomous AI
View on YouTube . Sprinklr's Spring '26 release is built around a challenge most CX leaders know well: autonomous AI only delivers if you can actually trust ...
Rob Wilkinson · 1 min read · 17 Apr 2026
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it
Rhys Fisher · 1 min read · 16 Apr 2026
California AI Order Raises CX Standards but Leaves Gaps in Governance and Oversight
Stricter AI safeguards in California could improve state CX, though concerns remain about governance and external AI influence
Francesca Roche · 5 min read · 13 Apr 2026
Why AI Model Worlds Will Decide Enterprise Winners (Before You Notice)
Model worlds are transforming enterprise AI by simulating decisions before deployment. Learn how they work and where they deliver value.
Thomas Walker · 8 min read · 13 Apr 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 · 4 min read · 13 Apr 2026
From Raw Data to Real-Time CX: How AI-Ready Data Can Drive Enterprise Decisions
Hardik Parikh of Shaip explains why data readiness, not volume, is the key to scaling AI in customer experience.
Nicole Willing · 1 min read · 3 Apr 2026
Cyara Launches Agentic Testing and AI Governance to Close the AI Trust Gap in Customer Service
Cyara aims to reduce AI risk in customer service with new agentic testing, compliance, and bias monitoring capabilities.
Francesca Roche · 5 min read · 31 Mar 2026
Why CX Teams Are Cutting Back on AI Hype and Doubling Down on Governable Automation
CX teams are tired of vague AI promises. Rob Scott explains why governable automation and AI governance are now buyer priorities.
Sean Nolan · 5 min read · 19 Mar 2026