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CX Analysis
Latest HeadlinesRecent headlines across the CX industry.
Charlie Mitchell
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4 min read
Genesys Acquires Pinkfish to Help Contact Centers Resolve More Queries Autonomously
Katherine Stone
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4 min read
Five9 Overhauls Leadership With new CTO, Chief Sales Officer, and EVP of Transformation and Strategy
Charlie Mitchell
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31 min read
11 Conversational Intelligence Solutions & Their Differentiators in 2026
Charlie Mitchell
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7 min read
Salesforce Debuts Help Agent & Outcome-Based Pricing One Week After Acquiring Fin AI
Katherine Stone
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4 min read
Five9 Voice AI Agents: Containment by Resolution, Not Deflection
Katherine Stone
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5 min read
Centrical Expands Human-AI Performance Intelligence With AI Coaching, Role-Play Simulation
Charlie Mitchell
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4 min read
Microsoft Embeds WEM Into Its CCaaS Platform, Upgrades Its Quality Assurance Agent
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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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