How Dr. Martens Kicked Its CX Strategy Into Gear
Dr. Martens' Chief Technology & AI Officer Graham Calder shares how the iconic brand fixed its fragmented customer care operation.
Sean Nolan · 24 Sept 2026
Why WFM Leaders Need to Measure AI-Enabled Work
Discover why AI adoption, workforce visibility, continuous coaching, and customer intelligence now matter more to WFM leaders.
Francesca Roche · 17 Sept 2026
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
Nicole Willing · 9 Sept 2026
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...
Rob Wilkinson · 8 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 · 3 Sept 2026
Genesys: AI Alone Won’t Fix Broken CX
Genesys’ 2026 State of CX report shows why agentic orchestration, data, cloud, and human agents will define AI-powered CX.
Rob Wilkinson · 1 Sept 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 10 Aug 2026
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 29 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 3 Jun 2026
Why AI Pilots Stall in B2B Tech: The Foundations Leaders Underestimate
Across B2B tech, AI pilots are launching with strong models, real budget, and executive sponsorship, and then quietly stalling. This readiness gap commonly d...
Francesca Roche · 28 May 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 · 3 Apr 2026
CX Teams Are Stuck In The Measurement Trap, Real-Time Intelligence Is The Exit
CX teams face a measurement trap. Learn how real-time customer intelligence and frontline decisioning can prove CX ROI and protect budgets.
Rob Wilkinson · 23 Mar 2026
Tech Mahindra And NVIDIA Kill The Support Ticket With Zero-Touch CX At MWC 2026
MWC 2026 signals a shift to real-time CX insights, Zero-Touch CX, and “predictable outcomes” that prevent issues before customers feel them.
Rob Wilkinson · 9 Mar 2026