Tag
#CX
ServiceNow vs Zendesk: ITSM and Customer Service Overlap
Two service platforms that bump shoulders in 2026. Where ITSM and CX overlap, where they diverge, and the right pick when buyers can't decide.
Zoho Survey CX Loop Design: NPS Without the Theater
Most NPS programs collect scores and ignore them. The closed-loop design that actually changes accounts, with response routing and a Deluge router.
AI Customer Service Market: $15.12B in 2026
Polaris Market Research pegged global AI customer service market at $15.12B in 2026. Who's capturing it, growth drivers, category shape.
Sierra and Voice-Native AI for CX
Sierra and similar voice-native platforms — why specialized voice AI beats 'bolt TTS on chat agent.'
80% of Routine Customer Interactions Handled by AI in 2026
The 2026 milestone — industry projections say 80% of routine interactions are AI-handled. What 'routine' means and what remains human.
Voice AI in Customer Service: The 2026 Resurgence
Phone is making a comeback via AI voice agents. Urgent, high-intent interactions favor voice. What's driving the shift.
Decagon, Ada, Specialist AI CX Vendors in 2026
Beyond Salesforce and HubSpot — specialist AI-first customer service vendors. When they fit and what they offer.
Voice UX for CRM: Patterns That Work
Latency budgets, prosody, interruption handling, error recovery — voice-specific design patterns for CRM interactions.
Multimodal AI in CX: Visual, Audio, Text Together
Human-like analytical ability — AI that interprets image, audio, text inputs together. What CX teams are deploying.
Voice AI vs Chatbot in 2026: When to Pick Which
Voice for urgent/high-intent; chat for multi-step/research. The decision framework for CX leaders.
Gartner's $80B Call Center Savings Projection
AI reducing agent labor costs by $80B. Decomposing the number — where savings happen, who captures them, what it costs.