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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
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5 min read
Salesforce Extends Its CRM Market Lead, Oracle Now Its Closest Competitor
Charlie Mitchell
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29 min read
11 Voice of the Customer Solutions & What Differentiates Them in 2026
Charlie Mitchell
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4 min read
Genesys Poised to Become First Tech Provider to Top $3 Billion in CCaaS ARR
Charlie Mitchell
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4 min read
Sprinklr Secures the Largest Software Deal In Its History
Katherine Stone
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4 min read
8x8 Resolve: Critical Incident Management for Deskless Workers
Charlie Mitchell
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5 min read
NiCE, Capgemini, and Route 101 Complete £500 Million Deal to Modernize HMRC’s Customer Service
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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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