The CX Market Reset: Who Is Winning the Next 5 Years?

The CX market is entering a structural reset driven by platform consolidation, CRM gravity, AI acceleration, and shifting customer expectations. This panel examines where value is concentrating across the stack, how vendor lock-in and ecosystem power are reshaping competitive dynamics, and which business models are best positioned to win by 2028. Rather than revisiting industry narratives, this session focuses on the structural shifts that will determine long-term winners and losers in the next phase of CX.