Is Human-Centric AI Just Marketing Spin?

A recent report by Precedence Research claims “human-centric AI automation is reshaping how industries approach workforce productivity”, with organisations investing heavily in systems that “allow AI to support human roles rather than replace them entirely”. It frames human-centric AI as...

AI Demand in CX Shows No Sign of Slowing at 8×8, For Now

Investment in AI-powered customer experience technology continues to rise, as organisations look to improve responsiveness and manage increasing service expectations. According to 8×8, enterprises are “doubling down” on AI to improve responsiveness and streamline customer engagement, reflecting a broader shift...

Connectivity is Key to Agent-Driven CX, says Salesforce

AI agents are rapidly becoming central to customer experience strategies, but many organisations are struggling to turn adoption into impact. Salesforce’s 2026 Connectivity research highlights the core problem that while AI agent usage is accelerating, around 50% of agents still...

Growth Without Jobs: Is Automation Reshaping the UK Services Workforce?

Employment in the UK services sector continues to fall, even as wider indicators point to economic expansion, raising questions about whether automation is beginning to reshape the workforce faster than anticipated. The latest Purchasing Managers’ Index (PMI) data shows employment numbers...

Zoom’s “Intelligent Office” Focuses on Employee Experience

Zoom has introduced new capabilities within Zoom Spaces that point to a broader shift in how work environments are being designed. Dubbed the “intelligent office” this agentic AI system does more than just respond to commands, it can understand context...

Gartner’s AI Sovereignty Warning: How CX Must Adapt by 2027

Customer experience is entering a new phase as one-size-fits-all AI models are under siege from growing demands for greater sovereignty. Gartner predicts that by 2027, “35% of countries will be locked into region-specific AI platforms”, up from just 5% today,...

Microsoft’s Latest Copilot Update Empowers EX Leaders

Microsoft’s update to Copilot in M365 puts employee experience onto centre stage. The latest releases will be welcome news to many EX professionals as they focus on fine-tuning existing capabilities, including adoption tracking, admin controls, and productivity. It might not...

Should You Encourage Employees to Use OpenAI’s New ChatGPT Health App?

Last month, medical AI had a major shake-up in both the consumer and enterprise space. OpenAI launched its ChatGPT Health app, allowing users to upload their medical information for rapid insights into their health. Alongside this, it released ChatGPT for...