CX & SalesTech Spotlight: April 2025 highlights
Monthly highlights from the CX and SalesTech space
Musings from Zendesk Relate 2025
Zendesk is doubling down on its vision of becoming your CX AI provider. At Relate 2025, it launched the Resolution Platform with AI Agents at its core and set its sights on three key markets: customer service, employee service, and contact centers.
Musings from Medallia Experience 2025
Medallia’s Experience conference captured a VoC market in transition, moving beyond surveys toward leveraging richer, unstructured customer interaction data. With a refreshed leadership team, Medallia is staking its claim as the system of record for capturing and acting on customer signals across a converging CX landscape.
Why the largest contact centers still rely on custom agent desktops?
The world’s largest contact centers—those with thousands to tens of thousands of agents—are still building custom desktops. In this piece, I unpack why that’s the case, what Gartner’s Connected Rep strategy reveals, and why desktop design deserves far more strategic attention in the CX stack.