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FeaturedArtificial Intelligencecustomer experienceautomation

When your customer sends an AI agent instead...

Imagine that you're at work and realise you haven't done the grocery shop. You ask your AI assistant what's running low. It knows: it remembers what you bought last, how quickly you get through it, and which brands you keep coming back to. It proposes a list. You scan it, add two things, approve. The assistant places orders across several stores, optimising for price, your loyalty memberships and delivery windows. By the time you get home, it's on the doorstep. Now flip it around: you're the store. That order arrives with no browsing session, no marketing exposure, no one to persuade. Can you fulfil it? Were you considered at all? That future is arriving in pieces, and readiness isn't optional.

Saiful Nasir27 July 2026
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automationArtificial Intelligencecustomer experience

Don't automate shit: Not everything should be left to agentic AI

Companies are rushing towards automating their processes using agentic AI, both customer facing as well as internal. Regardless, the move to find efficiencies to justify the cost of tokens is real, however this becomes dangerous when the process being automated is shit (a.k.a. really inefficient and not even that useful) in the first place. This article explores why rushing to automate processes without really understanding its value, simplifying it, or tightening quality controls would result in agentic AI amplifying inefficiencies instead of delivering benefits. We will also provide a checklist you should go through on your processes before automating it and what you can do to make sure you get the most out of your agentic AI.

Saiful Nasir29 June
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employee experienceArtificial Intelligencecustomer experience

The impact of EX and CX with the introduction of AI

It is a double edged sword: On the one hand, Artificial Intelligence (AI) could exponentially help employees deliver an even better customer experience, with knowledge at their fingertip and their ability to exercise greater discretion without having to engage their managers. However, tip the balance, and AI could be doing too much that it takes away jobs, employees that were spared redundancies experiencing survivor guilt, and ultimately impacting the customers experience. We’ll explore that balance and what it means for customer experience overall.

Saiful Nasir22 June
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customer experiencestrategyArtificial Intelligencegrowth

Customer Experience can unify your AI strategy and unlock its true value

Here's an uncomfortable truth: most organisations aren't ready for autonomous AI agents. That's okay because readiness was never the point. The challenge isn't whether you use AI; it's whether you're extracting full value from the maturity level you're at today. Because we live and breathe Customer Experience, we'll demonstrate this through the lens that matters most: the customer. Using our AI Value Ladder, we'll walk a standard customer journey and show how each level of AI maturity changes what the customer actually experiences and what value becomes possible at every stage.

Saiful Nasir12 June
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