From Zoom’s push to position itself as a revenue engine to a major Sprinklr acquisition, here are extracts from some of this week’s most popular news stories.
Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried
Zoom’s Q1 FY2027 earnings call made one thing uncomfortably clear for CX leaders: if you still think Zoom is ‘just UC, you are already behind. The company is using ZCX and paid AI to pry open enterprise contact center accounts, and it is openly talking about monetizing AI on outcomes, not seats.
Reporting Q1 revenue of $1.24 billion, up 5.5% year over year, while enterprise revenue rose 7.2% and represented 61% of total revenue. Zoom also pointed to rising adoption of AI Companion, with paid monthly active users up 184% year over year, as it expands monetization across its platform.
Zoom also framed ZCX as a modern, AI-first replacement for legacy contact center stacks. Highlighting that eight of its top 10 ZCX deals were displacing incumbent vendors, a notable claim in a category where switching costs are high and migrations are often delayed by integration, compliance, and QA requirements.
Zoom added that paid AI was present in nine of the top 10 ZCX deals, alongside high double-digit growth for ZCX overall. That matters for CX leaders because it suggests AI is moving from pilot budgets into line-item funding, and it is being evaluated as a performance lever tied to operations, not as a novelty feature.
Eric S. Yuan, Founder & CEO at Zoom, emphasized:
“Q1 revenue grew 5.5%, exceeding the high end of our guidance and among our best growth rates in recent years.”
Read the full article to find out more.
Salesforce’s AI Agents Are Now Outworking Its Human Support Teams
Agentforce has surpassed $1 billion in annual recurring revenue as adoption of the company’s agentic AI platform continues to accelerate across enterprise customers.
Since going live on help.salesforce.com and its 1-800-NO-SOFTWARE support line 15 months ago, Agentforce has autonomously handled 4 million customer inquiries, double the volume of human agents.
In discussing the results on the call, Salesforce CEO Marc Benioff was full of praise for the solution:
“Every customer can turn this on now. Many customers are seeing incredible results with Agentforce Service.”
And Agentforce isn’t just delivering internally
Florida Prepaid, a college savings plan provider managing more than 200,000 accounts, is using Agentforce Voice to handle 75% of business-hour calls autonomously and 100% of after-hours calls (Read more…).
Sprinklr Targets the CX Blind Spot With ViralMoment Deal
Sprinklr has acquired assets of ViralMoment to expand its multimodal customer intelligence capabilities across video, images, audio, and text.
The deal gives Sprinklr access to ViralMoment’s AI-powered social video intelligence and analytics technology. It also strengthens Sprinklr’s Unified Customer Experience Management platform at a time when customer behavior is shifting toward visual-first channels.
Sprinklr frames the acquisition as a response to a major CX blind spot. Many Voice of the Customer programs still focus on written feedback, reviews, survey responses, and text-based social posts.
But customers increasingly express sentiment through TikTok videos, Instagram Reels, YouTube Shorts, images, audio clips, and on-screen text. That creates a gap for brands that want to understand what customers feel, want, and share in real time.
The acquisition centers on a clear market shift. Social engagement has become more visual, while enterprise listening tools often remain text-led.
That matters for CX teams because customers do not always describe experiences in neat written feedback. They show frustration in a product video. They reveal intent through a creator trend. They signal loyalty through visual storytelling (Read more…).
IBM and Red Hat’s $5BN Project Lightwell Open-Source Security Push Signals New CX Risk Priorities in the Mythos AI Era
IBM and Red Hat are investing $5BN in securing open-source software as they look to help enterprises confront the new generation of AI-driven cyber threats that could directly affect customer experience and trust.
The initiative, called Project Lightwell, comes in response to growing concern over Anthropic’s recent warnings about its Claude Mythos AI model, which the company says has identified nearly 3,900 high- or critical-severity vulnerabilities in open-source software.
Anthropic’s Project Glasswing initiative is exploring Mythos’s capabilities to autonomously identify and exploit software vulnerabilities and how advanced AI systems could transform offensive cybersecurity approaches, particularly through automated vulnerability discovery at scales previously impossible for human researchers.
Anthropic’s findings have intensified warnings across the technology sector that enterprises are not prepared for how quickly frontier AI systems could accelerate vulnerability discovery and exploitation.
IBM and Red Hat’s initiative incorporates learnings from Project Glasswing as well as OpenAI’s Trust Access for Cyber (Read more…).
