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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Tim Banting
·
5 min read
CallMiner Points to the Next Era of Conversational Intelligence with New AI Classifier
Katherine Stone
·
8 min read
AI Accountability Is Broken: Here's How to Fix It.
Charlie Mitchell
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3 min read
In M&A, Customer Experience Now Carries Real Weight
Charlie Mitchell
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5 min read
Salesforce Unifies Customer, HR, and IT Service on One Platform
Katherine Stone
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8 min read
RingCentral AIR Review: We Tested It So You Don't Have To
Katherine Stone
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5 min read
Dialpad Announces Agentic AI Product Advancements
Charlie Mitchell
·
3 min read
80% of Organizations Plan to Move “Some” Customer Service Agents Into New Roles, Finds Gartner
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AI as a CX Differentiator
70%
70% of consumers notice a gap between brands that use AI well and those that don’t. (Zendesk, 2025)
Instant Service is Expected
72%
72% of customers want immediate support. (Zendesk, 2025)
Personalization Pays Off
40%
40% more revenue is earned by CX leaders in personalization. (McKinsey & Co., 2025)
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