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 · 22 Sept 2026
AI Identity Fraud Interest Increases Almost 4,000% as Fake IDs Become Easier to Create
New research reveals a 3,826% rise in AI identity fraud searches as businesses strengthen ID verification processes.
Francesca Roche · 24 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026
Are Brands Finally Listening to Social Media Customers?
Learn how brands can use AI for social customer service while protecting trust through human judgment and governance.
Francesca Roche · 31 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 · 8 Jul 2026
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 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 · 15 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 Jun 2026
Admiral Acquires Flock to Tackle CX Friction in Commercial Fleet Insurance
Admiral acquires Flock to reduce claims friction, improve transparency, and deliver more proactive customer experiences in fleet insurance.
Francesca Roche · 1 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 · 29 May 2026
Are CVSS Scores Becoming an Obsolete Metric?
Security leaders debate whether CVSS scoring still works as AI reshapes vulnerability discovery and exploit timelines.
Francesca Roche · 27 May 2026
Salesforce’s API‑First Strategy For Headless Is Reframing the Role of CRM Interfaces
Salesforce Headless 360 shows how API‑first CRM enables agent‑driven, intent‑based customer experience execution.
Francesca Roche · 7 May 2026
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
SAP acquires Prior Labs to scale tabular foundation models and deliver predictive, actionable intelligence from structured enterprise data.
Francesca Roche · 6 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 · 1 May 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 · 13 Apr 2026
National Support Network Demonstrate How Vulnerable Customers Are Reshaping CX Design
Why enterprises are rethinking vulnerable customer support as core CX infrastructure, and what it means for regulated customer journeys.
Rob Wilkinson · 18 Mar 2026
Pay Is Only the Start: Closing the Gender Gap in CX Through Pay Equity, Sponsorship, and Access
Pay gaps in CX are visible, but access and sponsorship drive real outcomes. Industry data shows why informal systems now pose an operational risk.
Rob Wilkinson · 6 Mar 2026