About the anAIyst

Independent commentary on agentic AI in customer experience, founded and edited by David Jennings. CX veteran. Cisco employee. Writes about the broader industry, not the day job.

What we cover

the anAIyst writes about the broader CX, CCaaS, CRM, and agentic AI landscape. It does not write about Cisco, Cisco's customers, or Cisco's competitors. This is a professional courtesy, transparently disclosed, and it sharpens rather than narrows the editorial scope. The conversations the publication is most interested in — the platform convergence debate, the agentic AI thesis, the future of the contact centre, the architectural shift toward MCP and orchestration layers, the friction-margin economics of enterprise software — are conversations the rest of the industry is having badly. There is plenty to say without naming names that would cross the line.

Who this is for

CIOs, Chief Customer Officers, the VPs and Heads of Contact Centre at companies with 500 to 10,000 employees. The people making or influencing six-figure software decisions. Smart, busy, allergic to hype. The intent here is not to tell readers what to think. It is to give them a sharper frame to bring to their next leadership meeting.

How to follow

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