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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
·
4 min read
Better Contact Center AI Drives Interaction Volumes Up, Not Down, Finds Zendesk
Katherine Stone
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3 min read
Sierra Horizon: Persistent AI Agents That Chase Long-Term Outcomes
Charlie Mitchell
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8 min read
Gartner Magic Quadrant for Conversational AI Platforms 2026: Top Takeaways
Charlie Mitchell
·
6 min read
Microsoft Strikes Major CCaaS Partnerships with Two of ANZ’s Largest Banks
Charlie Mitchell
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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
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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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