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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
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4 min read
Salesforce Launches a Contact Center Workforce Engagement Management Solution
Charlie Mitchell
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4 min read
Zoom Debuts an Agent Architect to Bolster its Conversational AI Solution
Charlie Mitchell
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5 min read
Medallia CEO Outlines What’s Next After Thoma Bravo Cedes Control to Lenders
Charlie Mitchell
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4 min read
59% of Contact Centers Have No Plans to Reduce Headcount Despite Rising AI Adoption
Charlie Mitchell
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17 min read
Genesys vs. NiCE: A Price, Product, and Experience Comparison
Katherine Stone
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4 min read
Salesforce to Acquire Fin (Formerly Intercom) for $3.6B
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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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