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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
·
6 min read
Another AI Agent Taken Offline for Lying to a Customer, Follows Similar Incident at Facebook
Katherine Stone
·
3 min read
Zoom Bets on Intelligence With Standalone AI Receptionist
Charlie Mitchell
·
17 min read
Supporting Vulnerable Customers in 2026: Types of Vulnerability, Frameworks, & Best Practices
Katherine Stone
·
9 min read
Verint Engage 2026: Agent Factory, Workforce Intelligence, and the Calabrio Merger
Charlie Mitchell
·
5 min read
Salesforce Adds MCP Servers to Slackbot, Strengthens Bid to Own the AI Work Interface
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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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