01GLOBAL DELIVERY
Concentrix shows the difficult economics of changing the CX delivery model
A major CX provider is reshaping its book of business, with both opportunity and financial strain visible.
ISSUE 0065 OCTOBER 202610 MIN READ
CX HORIZON SERVICES PRESENTS
CX Horizon
Weekly
The consequential signals shaping customer experience, AI, offshoring, talent and global operations.
THE EXECUTIVE READOUT
The next CX advantage may come from finding and assigning the right work, not simply automating more conversations.
Read the five signalsPUBLIC EDITION
ISSUE 006
5 OCTOBER 2026
The customer conversation is becoming operational data
A missed call can be a lost sale. A support email can contain the first sign of a customer at risk. A routine enquiry can reach the wrong person and take twice as long to resolve.
This week’s developments show technology providers working on those gaps. BT has launched an AI receptionist for small businesses. Ooma is using call analysis to surface follow-up opportunities and service risks. Zendesk is extending predictive routing to email and adding structured information collection to AI conversations. Meanwhile, Concentrix’s latest results show how a major CX provider is navigating the commercial shift from traditional services toward newer AI-enabled work.
The useful question for business leaders is not “How much can AI handle?” It is: What action happens because a customer contacted us, and who is accountable for completing it?
Inside Issue 006, we examine the five developments, the measures that distinguish a useful pilot from an impressive demonstration, and what buyers should ask of an outsourcing partner.
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AI & AUTOMATIONCUSTOMER EXPERIENCEOFFSHORINGTALENT & HIRINGPARTNERSHIPSECONOMY
SIGNAL DESK
Five developments worth your attention.
What changed · Why it matters · What to do next
02SMALL BUSINESS CX
BT packages an AI receptionist around a small business problem
AI reception brings automation to unanswered calls, appointment requests and enquiry capture.
03ROUTING & HANDOFFS
Zendesk adds intelligence to assignment and information gathering
Predictive routing and structured intake put attention on the work between the enquiry and the resolver.
04FOLLOW-UP OPERATIONS
Ooma turns calls into a follow-up queue
Call analysis surfaces opportunities, service risks and next actions for a team to own.
05AGENT ACCESS & RISK
Cloudflare puts AI-agent access on the customer journey map
Automated visitors require a more deliberate approach to discovery, access and commercial measurement.
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ABOUT THIS PUBLICATION
For leaders building what customers experience.
CX Horizon Weekly is a concise, source-led read on AI, customer experience, global delivery, strategic partnerships, talent, capability and the economic forces shaping the industry. It is published for leaders, operators and peers, including our competitors, who value useful perspective over noise.
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