AI Is Quietly Redesigning the Customer Journey—One Decision at a Time
PLUS: A new Microsoft 365 Copilot integration brings real-time reputation signals directly into your daily workflow.
📅 November 26, 2025 | ⏱️ 4-min read
Good Morning!
AI in CX is now the default in big deals. The advantage goes to teams that pair automation with judgment, instrument outcomes, and expand only when the data says so. Here’s what matters today and what to do by Friday.
🧠 Zoom Communications: Nine of Top Ten CX Deals Involve AI
In its latest earnings call, Zoom revealed that 9 of its 10 largest customer-experience deals this quarter featured AI solutions. The company sees its AI-first Customer Experience suite as a major growth driver.
What this means for CX leaders: This is your signal that AI has entered the mainstream of CX buying decisions, not just a nice-to-have. If your roadmap doesn’t account for AI-enabled workflows (virtual agents, expert assist, data-driven response), you risk being left behind. But the key isn’t just adoption—it’s integration. The human-agent experience still matters, and aligning AI with your journey design is what makes the difference.
💡 Takeaway: Start mapping your top 1-3 customer journeys where AI can reduce friction without eroding human judgment.
💡 Gladly: 20 % of AI-Assisted Conversations Leading to Purchases
Retail-CX platform Gladly reports that for some clients (like Rothy’s), 20% of conversations handled by their AI-supported platform result in a purchase.
Why this matters: For CX professionals who operate at the intersection of service and commerce, this stat is gold. It shows that AI doesn’t have to stay in the “cost-center” box—it can become a revenue lever. But it also underscores that which conversations you choose to automate (and how) will determine if the result is a boost or a backlash.
🤖 Takeaway: Review your current self-service or AI-assist conversations. Which ones are transactional (low risk, high volume) and could contribute to conversion? Prioritize those for AI support.
🤖 Anthropic’s Claude Opus 4.5 — Bigger Model, Broader Implications
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Anthropic has released its latest model, Claude Opus 4.5, which is positioned as stronger in research, deep reasoning, spreadsheets, and agents. They also announced a major strategic partnership with Microsoft Azure and NVIDIA.
For CX teams: The model shift points to smarter, more capable AI—not just faster responses, but better judgment, reasoning, and autonomy. That means opportunity and risk. Opportunity because you can deploy AI in more strategic roles (journey design, root-cause analysis). Risk because you still need guardrails, governance, and human-in-loop checks.
📱 Takeaway: If you’re evaluating AI vendors, ask: “Can your model do analysis (not just answer) and how will it hand-off to humans when judgment is required?”
📱 Readymode Launches Agentforce AI for First-Line Support
Readymode, an outbound customer-engagement platform, announced “Agentforce AI Chat” for 24/7 first-line customer support—aimed at automating high‐volume, lower-complexity interactions.
Why CX leaders should take note: This is a good example of automation locking into defined use-cases (first-line support) rather than trying to replace full service overnight. When done right, it frees human agents for higher-value conversations. But beware: if you push AI into “everything,” you risk degrading the experience.
🛠️ Takeaway: Create a “tier-zero” support blueprint: which queries are perfectly suited for 24/7 AI? Then pilot there, gauge outcome and customer sentiment before expanding.
🛠️ Tool of the Day: UNICEPTA for Microsoft 365 Copilot
What it is: UNICEPTA, a media-intelligence platform, today announced deep integration with Microsoft 365 Copilot—enabling reputation and media monitoring to surface actionable CX and brand risk insight inside tools your teams already use.
How it can help CX teams:
Embed sentiment and reputation signals directly into your service workflows or agent desktops.
Surface potential issues proactively (e.g., social complaints turning into support tickets).
Make your brand-voice control and responsiveness tighter—especially useful for crises, PR-CX alignment, or real-time sentiment shifts.
Not every CX team needs a full-blown AI build. Embedding insight into your existing tool stack (like 365) can drive quick wins with less disruption.
💡 Consider starting with a pilot: connect UNICEPTA into one team (maybe digital chat) and test if reputation signals reduce escalations or speed resolution.
📊 DCX AI Data Stat
A recent study reports that 93 % of Indian companies expect a positive return on their AI investments within 3 years; the average ROI for 2025 is ~15 % and forecast to double within two years.
Interpretation for CX: This stat speaks to confidence—not just technology hype. Companies are increasingly seeing AI as a strategic investment, not a sandbox. For you, that means stakeholders may ask tougher questions (“what’s the ROI?”) and expect metrics. It elevates AI from “cool thing” to board-level discussion.
⚡ Your 1-Minute Action Plan
Pick one current CX workflow (e.g., chat/voice, onboarding) where you can test “AI + human” automation. Define:
What part the AI will handle.
What part the human will take.
What success looks like (speed, satisfaction, conversion).
Then commit to running a 4-week pilot and measure.
🔎 See you tomorrow!
We’re no longer just automating service. The real shift: integrating AI into the journey in ways that amplify human strength—not replace it. When you view AI as a partner to your team and your customers, you turn technology into experience advantage.
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If this gave you a clearer lens on how AI is shifting CX, forward it to a peer or leader who’s navigating the same journey.
📬 Feedback & Ideas
What’s your biggest AI question in CX right now—governance, ROI, human/AI handoff? Reply and let’s dive deeper together.