Artificial Intelligence

The Agentic AI Deployment Guide for CX Leaders: How to Deploy AI Agents Safely

For a technology that everyone says is going to run “entire service workflows” pretty soon, agentic AI still feels quite experimental. Most companies are investing, but it’s slow. Depending on who you ask, anywhere from 62-75% of companies are still...

Inauthentic Experiences Break Trust, New Survey Finds

Consumers are not rejecting AI in marketing and customer care, but they are demanding honesty about how and when it is being used. Emplifi’s new Digital Authenticity in the Age of AI report examines how people perceive brand authenticity as AI...

Your Employee Experience Roundup: Perception Gaps, Disengaged Managers and the Agentic AI Future

Every fortnight, I’ll be rounding up the latest employee experience news, research and insights, and pulling out the threads that connect them. So if you’re too busy to track every report drop, every new trend, or indeed every time a...

What Meta’s AI Avatar Tells us About the Future of Workplace Trust

Meta is building a photorealistic, AI-powered version of Mark Zuckerberg. Trained on his mannerisms, tone, publicly available statements and his own thinking on company strategy. The goal is apparently that employees “might feel more connected to the founder through interactions...

Agentic Commerce and AI Security among 2026’s Most Investable Emerging Technologies

Agentic commerce, AI security and trust technologies, and frontier AI models will produce returns for enterprises within two years, according to new research from Forrester that identifies the ten emerging technologies most likely to deliver value across short, medium, and...

Airship’s AI Agent Fleet Is Growing. Can Multi-Agent Promises Hold Up to Enterprise Reality?

Airship announced a significant expansion of its AI Agent Fleet, introducing the new Campaigns AI Agent alongside enhancements to several existing agents. The mobile-first CX company is pitching the fleet as the world’s first grounded, tested, and trained multi-agent system...

Josh Bersin’s Agentic HR 2030 Vision: What does it Mean for Employee Experience?

As more organisations deploy AI agents across their operations, the question of how this technology will reshape HR is gaining traction. Are we heading towards a world in which people issues are mostly handled by AI bots, not humans? Last...

From INBOUND to UNBOUND: HubSpot Declares the Funnel Era Over

HubSpot has announced that its flagship annual conference, INBOUND, will be renamed UNBOUND from this year. The event, which has drawn hundreds of thousands of marketers and business leaders over 15 years, will take place under its new name in...

Oracle Launches Fusion Agentic Applications for CX as Expectations Shift

Oracle has launched Fusion Agentic Applications for customer experience. The new category of enterprise software is designed to move beyond supporting sales, service, and marketing teams to actively driving outcomes on their behalf. Announced at the Oracle AI World Tour...

BCG Predicts Most Jobs Will Be Reshaped, Not Replaced, by AI

One of the most persistent fears surrounding artificial intelligence is that it will hollow out the workforce. New research from Boston Consulting Group (BCG) offers hope to an alternate narrative, concluding that the more immediate reality for most workers is...

Visa Enables Agentic Commerce at Scale, But Are CX Leaders Ready?

Visa has launched Intelligent Commerce Connect as preparation for the coming wave of AI agents in online retail. The single on-ramp to agentic commerce enables businesses of any size to accept payments from AI agents, make their product catalogues discoverable...

Sprinklr’s AI Innovations Reflect Demand for More Reliable Automation

Across the CX technology market, vendors are under growing pressure to build AI that can justify its outputs, not just produce them. With the gap between AI investment and impact remaining wide, enterprise buyers are asking harder questions about governance...