Thinking about the future of CX.

May 27

Claude Opus 4.8 Lands: Honesty, Dynamic Workflows, and What Changes vs Opus 4.7

May 18

Gemini 3.5 Flash Arrives: Frontier Intelligence at Flash Speed and What It Means for CX

Apr 16

Claude Opus 4.7 Lands: What It Means for CX Teams Running Agentic Support

Showing 1–12 of 76

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Editorial illustration of a buyer-side scoring framework for conversational AI vendors

How to Evaluate a Conversational AI Platform Without Getting Sold a Demo

I sit in three or four enterprise evaluations a week. The buyers who win share one habit, and it has nothing to do with feature matrices. A ...

Editorial illustration comparing build and buy paths for conversational AI

Strategy·12 min

Build vs. Buy Conversational AI: What the Build Case Always Leaves Out

Every build business case I have read shows the same slide first. The cheap one. The slide that decides the question is usually three pages ...

Editorial diagram of a federated enterprise knowledge assistant

One Assistant, Many Sources: Why "Index Everything" Is the Wrong First Move

Every enterprise knowledge project starts with the same sentence: we want one assistant that knows everything. The vendor who says yes first...

Editorial illustration of an executive presenting an AI risk slide to a board

Strategy·10 min

The Board-Ready AI Risk Brief: One Slide, Three Columns, One Meeting

I have watched executives walk into board AI discussions with a forty-page deck and walk out with a deferred decision. The executives who fi...

Editorial illustration of UK contact centre cost curves bending downward as AI agents take volume

UK Mid-Market Support Costs Are Spiralling: Which AI Customer Service Platforms Actually Deliver ROI

A practical, UK-anchored read on where mid-sized companies are losing money in support, what cost-per-contact looks like across British peer...

Editorial illustration of an AI agent navigating branching customer query paths to a clean resolution

Tools & Platforms·12 min

Beyond FAQs: How to Evaluate AI Chatbots That Actually Handle Complex Customer Queries

Most chatbot demos look brilliant on a simple question and collapse on a real one. This is the test battery to put any AI customer service p...

Editorial illustration of UK e-commerce holiday peak load handled by AI agents

E-Commerce·11 min

Holiday Readiness 2026: Which AI Customer Service Platforms Deploy Fast Enough for UK E-Commerce

If you need an AI customer service solution live before the November peak, your shortlist is shorter than you think. A practical UK e-commer...

Editorial illustration of an AI agent navigating an insurance policy decision tree with audit trail

Industry Trends·12 min

AI Customer Service for Insurance: CRM-Integrated, Context-Aware, and Built to Escalate Properly

Insurance customer service is regulated, high-stakes and impossible to automate naively. The AI platforms that actually work in this categor...

Editorial illustration of a one-page board pack for AI customer service investment

The Board-Ready Business Case for AI Customer Service: ROI Metrics, Cost Savings and the Real Timeline

Boards do not approve technology, they approve outcomes. The one-page format, the three numbers that matter and the realistic 18-month ROI t...

Customer Experience·11 min

Editorial illustration of an AI agent and human agent collaborating on a single customer conversation

Chatbots Without the Bad Experience: How Modern AI Handles Natural Dialogue and Preserves the Human Touch

Everyone has had the terrible bot experience. The fear that automating support will make things worse is rational; it is also addressable. W...