From all the major announcement at ServiceNow Knowledge 2026 to Twilio's next-gen customer engagement center, here are extracts from some of this week’s most popular news stories.
ServiceNow Unveils Agentic AI to Replace Manual CRM
ServiceNow has launched Autonomous CRM, a revamped AI Control Tower, and ServiceNow Otto.
Announced at the company’s Knowledge 2026 event, the tools are designed to eliminate manual routing and fragmented customer data.
Customer experience teams often struggle with disconnected systems. The new platform updates replace passive databases with active artificial intelligence agents.
These agents execute end-to-end workflows across sales, service, and fulfillment departments. But scaling these capabilities requires strict governance to prevent compliance failures.
From an execution standpoint, Nanshed Barrowala, Group Vice President of AI Products at ServiceNow, outlined the goal:
“What we’re hearing consistently from customers is that most organizations have more AI in production than they’ve inventoried or accounted for. But most of those agents are running without a system that governs them. That’s not agentic business. That’s agentic chaos.”
Read the full article to find out more.
Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers
The modern customer experience infrastructure is evolving as customers seek a complete CX platform to handle the entire lifecycle.
Having seen strong momentum in its AI-driven CX offerings in Q1, Five9 is able to move from traditional contact-center software to AI-native experiences.
By shifting its customers toward fixed commitment contracts instead of seat-based pricing, Five9 is increasing revenue visibility and making its business model more predictable while tying pricing more closely to overall platform usage and customer outcomes.
Amit Mathradas, CEO at Five9, argues that customer enterprises are now seeking a single, trusted system that ensures control, security, and reliability in real production environments.
“Enterprises are looking for a complete customer experience platform they can trust to handle the entire lifecycle.”
“The orchestration, the data, the integrations, and the governance needed to run reliably in production.”