AI isn’t just powering CX anymore — it’s designing it.
PLUS: Design ethical, real-time personalization that builds trust
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📅 October 28, 2025 | ⏱ 3-min read
🎯 The big picture
AI is now deeply embedded in customer-facing operations—from service centres to personalization engines—forcing CX leaders to rethink people, processes and tech all at once.
📊 Today’s lineup
• Zendesk scores Leader ranking in Gartner MQ — what that means for CX service teams
• Medallia’s mobile-first AI release brings insights to the frontline
• HGS deploys an AI-powered interaction intelligence tool to turn QA into strategic advantage
• Research reveals 70 % of US banking execs expect agentic AI to upend how CX is delivered
• WEBJUMP integrates AI into Adobe Target to deliver real-time personalized experiences
1️⃣ Zendesk scores Leader ranking — what that means for CX service teams
What’s happening:
• Zendesk has been named a “Leader” in the 2025 Gartner Magic Quadrant for CRM Customer Engagement Center.
• The recognition highlights its scale, innovation, and ability to deliver business outcomes across service, employee-service, and CCaaS.
• It underscores AI-powered service as a mainstream capability, not just a niche add-on.
What’s so great about this:
For CX leaders, it’s a signal that AI-driven service platforms are now table-stakes. If you’re still treating support tech as a cost centre, others are pulling ahead.
What’s next:
Evaluate your own service-tech stack through the lens of “AI-capability + business outcome.” Ask: are we choosing tools for their AI label or their measurable lift in CSAT and cost-to-serve?
Go deeper: PR Newswire
2️⃣ Medallia’s mobile-first AI release brings insights to the frontline
What’s happening:
• Medallia launched new “Frontline-Ready AI™” features in its Fall 2025 release.
• The update delivers intelligent insights and recommended actions directly to frontline employees.
• Goal: cut the delay between insight and action so CX changes happen faster.
What’s so interesting:
AI insights often stay trapped in dashboards; this puts them in employees’ hands. CX pros can now act on signals in real-time, not days later.
What’s next:
Audit how fast insights reach your frontline. Could mobile-enabled AI nudges close that gap?
Go deeper: Directors Club News
3️⃣ HGS deploys AI-powered interaction-intelligence to turn QA into strategic advantage
What’s happening:
• HGS launched “Interaction Intelligence,” an AI tool for customer-service QA.
• It analyses voice, chat, and email interactions to surface actionable insights.
• Moves QA from sampled manual review to continuous AI-driven monitoring.
What’s so great about this:
CX leaders get fewer blind spots and faster issue detection. AI-driven QA means smarter coaching and better consistency.
What’s next:
Assess if your QA is still retrospective. Could AI-driven pattern detection deliver better insight at scale?
Go deeper: Money.Rediff
4️⃣ 70% of US banking execs expect agentic AI to upend CX delivery
What’s happening:
• SoundHound AI’s new research shows 70 % of US banking executives believe “agentic AI” will transform operations.
• “Agentic AI” = AI systems that act autonomously, not just assist humans.
• Reflects a mindset shift: automation + intelligence + autonomy = new CX paradigm.
What’s so interesting:
Banks—traditionally risk-averse—are betting on autonomous AI. CX leaders in other industries should take note: expectations are rising fast.
What’s next:
Start building governance frameworks for agentic AI now. Waiting until after deployment will be too late.
Go deeper: Globe Newswire
5️⃣ WEBJUMP integrates AI into Adobe Target for real-time personalization
What’s happening:
• WEBJUMP (AI/R subsidiary) integrated Adobe Target with advanced AI/ML for hyper-personalised digital experiences.
• AI uses behavioural data, intent, and predictive signals to adjust content dynamically.
• Includes continuous A/B testing where AI autonomously selects best-performing variants.
What’s so great about this:
Dynamic personalization at scale is no longer theory—it’s reality. That means better engagement, loyalty, and revenue.
What’s next:
Audit your personalization maturity. Are you still doing static segments, or real-time AI personalization?
Go deeper: Globe Newswire
⚡ Quick hits
• Worldpay launched an AI-powered service to increase payment approvals → smoother checkout CX.
• Integrated Automotive partners with Truecaller for trusted phone-identity → less fraud, better contact rates.
• MoneyHero launches “Project Odyssey” to drive AI-led growth in insurance conversions → higher CX + revenue alignment.
💡 CX Prompt Tip of the Day
Design Ethical, Real-Time Personalization That Builds Trust
You are a Customer Experience strategist tasked with improving personalization across our digital channels (website, email, and app) without crossing privacy lines.
Context:
- Customers want relevant offers and experiences, but are increasingly privacy-conscious.
- Our goal is to increase engagement and satisfaction through personalization that feels helpful, not invasive.
Your task:
1. Identify 3–5 ethical personalization strategies we can deploy in real time using behavioral and contextual data only (no PII).
2. For each strategy, specify:
• The data signal used (e.g., clickstream, dwell time, cart behavior)
• The customer value created
• The AI model or automation required
• The privacy or consent safeguard needed
3. Write one short example of customer-facing microcopy that explains the personalization transparently (e.g., “Recommended based on your recent activity”).
4. Suggest one metric to measure whether each strategy increases trust as well as engagement.
Output format:
| Strategy | Data Signal | Customer Value | AI/Automation | Privacy Safeguard | Example Microcopy | Success Metric |
|-----------|--------------|----------------|----------------|------------------|-------------------|----------------|
Goal:
Deliver a realistic, privacy-first personalization plan we can test within 30 days that earns trust through transparency.
Quick win:
Run this prompt with your actual behavioral data sources (analytics, CRM, or CDP signals). The output gives you actionable, AI-powered personalization ideas that meet privacy expectations and deliver measurable uplift in engagement or satisfaction.
🤔 CX reflection
Question of the day:
Which part of your CX operation do you still treat as “human-only,” and what would it take to confidently let AI handle part of it?
👋 See you Tomorrow!
Mark
💡 P.S. Grab the FREE “32 Power Prompts That Will Change Your CX Strategy – Forever” → Get prompts