Why CX Increasingly Requires Outbound
Contact Center Pipeline, Tuesday, October 13th, 2026
CX is shifting from reactive inbound service to proactive outreach as AI blurs the lines between CRM and contact center platforms.
The author recounts the long fight between CCaaS and CRM vendors over who owns the agent desktop.
That line is now blurring as Salesforce launches Agentforce Contact Center and AI makes SaaS seats easier to replace.
A bigger change is the move from inbound reactive service to proactive engagement by phone, text, reminders and in-app notifications.
Because customers compare every company against the best experience they've had anywhere, the article says, businesses must take the initiative to reach out first if they want to keep strong relationships.