James Walford

In today’s fast-evolving digital landscape, democratizing AI is no longer a luxury—it's a strategic imperative. In this article colleague @SwatantraKumar explores how Low-Code AI platforms are redefining the boundaries of innovation and inclusivity in enterprise AI adoption. Article unpacks: - Why accessibility is the next frontier in AI evolution - How low-code platforms, are enabling business users—not just data scientists—to create AI-powered solutions - The leadership challenge: shifting mindsets from centralized control to empowered ecosystems As organizations race to harness the potential of AI, enabling broader access across the enterprise will be key to unlocking real value at scale. Read the full article here:

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We were excited to share big ideas and bold insights with industry leaders at Enterprise Connect 2026! From real answers to today’s toughest enterprise connectivity and next‑gen collaboration challenges to fresh ways to put AI to work, the energy was electric. One real answer, branded calling, has skyrocketed from a “nice‑to‑have” to a true game‑changing differentiator. Learn more about TransUnion® Branded Call Display (BCD) https://gag.gl/vT6QJL

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Is "vibe coding" a real strategy or a short-term tool? This Gartner® report gives IT leaders the framework for scaling AI-assisted development: https://bit.ly/4rtUE0S

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Many leaders are only now starting to see AI’s real value in customer experience and it’s not just about efficiency. At the recent Genesys Executive Summit in Mallorca, I was struck by how the discussion shifted from “what can AI do?” to “how does it make people customers and employees feel?”. When AI is used with empathy, it gives people confidence, clarity and connection. That’s where the true value lies. I shared some reflections in my latest blog on why this shift matters and how leaders can finally unlock AI’s hidden potential in CX. https://lnkd.in/e8fUAn85 #CustomerExperience #AI #Leadership #Empathy #CX

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Edge AI is coming up in more and more conversations with customers, and this report captures exactly why. Teams are seeing real value, but they are also running into familiar challenges around scale, consistency, and disconnected environments. There is a lot of momentum, and the patterns are clear among the organizations that are moving fastest. If you are exploring AI use cases, this data is worth a look.

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February’s @Glean:LIVE was an exciting one... As we help customers operationalize AI across their stack, the new Glean Assistant upgrades are exactly what teams need to turn insight into true business value. Three standouts I’ve been loving in real presales workflows: ✨ Cross-account, cross-region insights: Agent sandbox enables mixed structured + unstructured analysis for QBR rollups, win/loss synthesis, and customer health across segments—without context-window limits. 🎯 Team productivity at scale: Task management agent templates (Daily action items, Plan my day) turn cross-tool signals into prioritized actions and auto-block focus time—great for driving consistency across multiple SE pods. 📈 Personalized coaching at scale: The personal graph and improved personalization tailor drafts, briefs, and prep by role and priority initiatives—useful for ramping new managers and aligning narratives for big meetings. If you missed the session, the recap has the full story on how Assistant routes actions across tools (Salesforce, Jira, Confluence, GitHub, Calendar), real-time voice, and canvas updates that bring drafts right where you work. Worth a read: https://lnkd.in/eGrRRjNT

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Sanjay Rakshit, VP of Tech Analytics and AI at Poppulo, is featured in The AI Journal sharing his take on making AI in the workplace truly sustainable.  He explores why many AI pilots fail, how to design systems that earn trust, and why smaller, purpose-built models often deliver more value than one-size-fits-all approaches.  A great read for anyone shaping the future of AI: https://lnkd.in/epfB47ed

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Across industries, customer expectations have fundamentally changed. Meeting basic needs is no longer enough. Customers expect brands to know who they are, anticipate their intent, resolve issues without friction and engage with empathy. ​   ​This shift has increasingly elevated customer experience to a boardroom-level concern.  ​   ​To thrive in the experience economy, businesses need more than incremental improvements in automation – they need a new approach. They need a platform and strategy to deliver the next level of experience and move toward #agentic AI-driven customer engagement. ​   ​Genesys is here to help you evolve — and empower you to lead the way.

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A concise article written by Genesys CEO, Tony Bates, that highlights a transformative shift in how organizations compete in the age of Agentic AI — systems that act autonomously and intelligently. Tony argues that empathy is emerging as the new competitive differentiator. Leaders who embrace this approach will: 1. Build trust and loyalty in an increasingly skeptical market. 2. Improve performance metrics like customer satisfaction, retention, and employee engagement. 3. Enhance resilience and innovation by deeply understanding stakeholder needs. The article is a call to action for leaders to rethink success — not as doing things faster, but as understanding people better while doing them efficiently. https://lnkd.in/g_5UpPg4

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Today we announced the formation of a new team focused on humanist superintelligence. The team's focus is on building superintelligent systems that remain controllable, aligned and serve humanity's interests. https://msft.it/6048tJEVo 🌍

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This is BIG. We're in the era of agentic AI and it's so exciting to see how we're meeting the moment at Genesys with the announcement of Genesys Cloud™ AI Studio and its first capability Genesys Cloud™ AI Guides. Learn more: https://gsys.cx/4kUfLpj

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Verizon has released its latest CX Annual Insights Report, focusing on the delicate balance between AI and human connection in customer experience. This year's report emphasizes the significance of meaningful interactions beyond just technological advancements. For more details, check out the news release titled "AI and the Empathy Gap: Finding the Balance between AI and Human First Customer Experience" at the following link: https://lnkd.in/eJPrU3Q9 #CX #AI #CustomerExperience #VerizonBusiness #Innovation

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From 30 minutes to 30 seconds. 💨 Creative Foam reacts to how SugarCRM’s AI tools can turn unstructured data into instant insights—so reps can prep faster and sell smarter.

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Manufacturing is transforming fast. 🏭 Great insights from Resilinc’s latest updated special report on how AI, automation, and localization are reshaping supply chains in 2025. 👉 Read it here: https://okt.to/gHWRUO

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Excited to share this opening from my colleague Ben Guthrie for a Principal AI Architect. This is a high-impact role for someone who can shape AI architecture, write production code, and help define how engineering teams build in an AI-first environment. If you know someone who builds, codes, and teaches, and can turn AI from a feature into a force multiplier across the platform, this is worth a look.

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Learn how real-time customer journey orchestration turns live events into action, cutting service costs, reducing abandonment and improving customer experience.

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An MCP server for customer data is only as useful as the data it exposes. Amperity MCP Server connects AI applications to identity-resolved customer profiles, so AI works from one verified view instead of fragmented records.

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Invested in AI but still not seeing the payoff? That’s what happens when your AI tools don’t work together. ServiceNow breaks down the walls—connecting every AI, workflow, and data source—so your team can put AI to work and actually see the returns.

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