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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
·
6 min read
Chipotle’s Customer Service AI Agent Goes Off the Rails, Follows Incidents at Amazon & Woolworths
Katherine Stone
·
7 min read
Fin AI by Intercom Launches Monitors For Enterprise AI Observability
Charlie Mitchell
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12 min read
10 CRM Trends to Watch Out for in 2026
Katherine Stone
·
4 min read
RingCentral Launches AIR Pro For Agentic Voice AI At Scale
Zeus Kerravala
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5 min read
Neat Appoints Javed Khan as CEO, Signals Shift Toward Edge Computing
Katherine Stone
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10 min read
NiCE Cognigy Nexus 2026 CX AI Summit: Vision, Velocity, and a Unified CX AI Platform
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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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