CX & SalesTech Spotlight: February 2025 highlights
Monthly highlights from the CX and SalesTech space
Conversational AI platforms: Navigating continuous change
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The definition of a conversational AI platform has been reshaped by waves of AI innovations. I set out to define what an AI platform for customer engagement should deliver in 2025, but the list grew so long it underscored how elusive the concept has become.
Zendesk acquires Local Measure
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Zendesk acquired Local Measure, an Australian CCaaS specialist, to bolster its contact center offerings and fend off CCaaS vendors encroaching on its turf as AI blurs traditional market boundaries.
New CEO Rory Read shares his plan for Sprinklr
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Sprinklr's ambition to unify marketing, sales, and CX under one platform has faced challenges. Incoming CEO Rory Read has begun outlining his game plan--pursuing its unified customer experience vision with a sharper, more focused approach.