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Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
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Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
Are established customer service platforms running out of time to build truly AI-native customer experiences from within? In this CX Today interview, Nicole Willing speaks with John Kim, Co-Founder and CEO of Delight.ai, about Salesforce’s acquisition of Fin and what it reveals about the next phase of competition in customer service AI. The deal is less about one acquisition and more about a broader market shift, Kim says. Legacy customer servic…
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