AI's 'Token-Maxing' Era Over as Subsidy End Forces Reckoning
The withdrawal of AI vendor subsidies has ended the token-maxing era, forcing businesses to confront the true cost of their AI consumption and scrutinise ROI.
Customer Experience
Why Brands Are Still Cautious About AI in Customer Service
Maria Paredes Piscione of Sabio Group on why organisations are comfortable with AI in customer service in principle, yet far more cautious the moment it enters a live, emotional interaction - and how to design for the difference.
How Monzo Bank Built Their Own AI Agent For Live Customer Support - Without Losing Control
Monzo's Ops Agent now handles routine work across 150+ customer intents. The lesson for deploying conversational AI in a regulated setting is in the guardrails, not the model.
The Future of CX: Q&A with Medallia’s Sid Banerjee
Sid Banerjee discusses how Medallia is embedding AI across customer experience platforms, from generative AI insights to agentic integrations and responsible AI governance.
Driving AI Innovation in Contact Centres: A Q&A with AnywhereNow CEO William Blench
William Blench discusses how AnywhereNow is transforming customer experience with AI-powered contact centre solutions, driving efficiency whilst supporting human agents.
A 43 minute wait to 'type' to an o2 Telefonica adviser? Oh dear...
Disney's hiring a $195k Senior Product Manager for Conversational AI
Symphony is your Conversational AI Recruiter (and my test interview with it)
Conversational AI: The Next Banking Interface
Managing tensions between the Mobile teams and the Conversational AI teams
HSBC is hiring a Senior Chatbot Manager in Conversational Banking
