This week in CX has seen a CRM-bolstering acquisition from ServiceNow, impressive numbers from the CX Cloud from Genesys and Salesforce, a new Twilio release, and pricing news from Zendesk.
Here are extracts from some of our most popular news stories over the last seven days.
ServiceNow Boosts Its CRM Credentials with Logik.ai Acquisition
ServiceNow has confirmed the pick-up of Logik.ai, as it continues making strides in the CRM market.
Logik.ai is a configure, price, quote (CPQ) solution provider.
Its key differentiators include its logic (or “logik”) engine, which processes complex product configurations and transactions at “lightning speed”.
Then, there’s Logik.ai’s composable, API-first architecture. This will make the integration of the CPQ across ServiceNow workflows seamless.
Also, it offers an intuitive point-and-click admin experience. With this, the CPQ provider claims to lower the need for scripting, simplify integrations, and enable AI-powered rules management.
Finally, there’s the small matter of what’s in the name Logik.ai: AI.
Indeed, the CPQ solution leverages a “first-of-its-kind” Cosmo AI model to take CPQ intelligence and spread it across the enterprise (Read on…).
200+ Contact Centers Implement the CX Cloud from Genesys and Salesforce
Genesys and Salesforce have snagged over 200 customers for their joint offering: the CX Cloud from Genesys and Salesforce.
The platform embeds Genesys Cloud CX solutions directly into the Salesforce Service Cloud interface.
Those solutions include its native voice services, call controls, journey orchestration, workforce engagement management (WEM), and reporting tools.
By bringing this offering to 200+ customers, Genesys aims to help organizations pool their customer service data, which many Salesforce customers may pump into Data Cloud.
As a result, enterprises can leverage that data across customer-facing functions and beyond.
Other benefits include simplifying the agent experience and a lower management burden, as the solution effectively unifies a contact center’s CRM and CCaaS platforms (Read on…).
Twilio Introduces Generative Custom Operators to Pull Insights from Customer Calls
Twilio has introduced Generative Custom Operators, which extract intelligence from voice-based customer interactions.
As the name suggests, the operations utilize generative AI to analyze call transcripts and enable various use cases.
Announcing the Generative Custom Operators during a YouTube video, Alex Goldman, Developer Evangelist at Twilio, explained:
It’s like having a mini data scientist living inside your call transcript.
For instance, they can score calls, track script adherence, gather competitive intelligence, and isolate upsell opportunities.
The first two use cases are a complement to contact center quality assurance (QA) programs.
Indeed, the call scoring feature automatically rates agents’ performance based on custom criteria, monitoring call quality across every customer conversation on voice (Read on…).
Zendesk Outlines Its Unique Pricing Strategy for AI Agents
Zendesk CEO Tom Eggemeier has championed the company’s innovative agentic AI pricing model.
The CRM stalwart blends outcome-based and flexible approaches to become the “first and only company offering flexible pricing” for AI agents.
Speaking at Zendesk Relate 2025, the CEO used his keynote speech to discuss the vendor’s pricing policy – alongside several of its major releases and product enhancements.
The pricing model ensures that customers are only charged when Zendesk’s AI agents successfully resolve issues autonomously.
While other vendors have considered such pricing models. Yet, defining what “good” outcomes look like – on a customer-by-customer basis – has proven a stumbling block.
Zendesk, however, believes it has found the answer by only charging customers when AI autonomously resolves the issue.
It’s also offering a starter usage level of no additional cost, so companies can first nail their AI agent strategy and then scale it (Read on…).
