Salesforce on CX Today
847 stories · 180 in 2026 · 49 in the last 90 days · 33 sponsored
CX Today coverage mentioning Salesforce, newest first. Sponsored work is identified clearly on each story.
How Dr. Martens Kicked Its CX Strategy Into Gear
Dr. Martens' Chief Technology & AI Officer Graham Calder shares how the iconic brand fixed its fragmented customer care operation.
Sean Nolan · 9 min read · 23h
Dreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions.
Constellation Research’s Liz Miller explains Salesforce AIforce, Koa, headless CRM, and why CX leaders must prioritize customer outcomes over AI hype.
Rob Scott · 9 min read · 22 Sept 2026
From Prebuilt Agents to Vibe Coding: Salesforce’s New CX Playbook
Salesforce Agentforce CPO John Kucera explains how AIforce, Koa, prebuilt agents, and custom interfaces could reshape CX—and what leaders must govern first.
Rob Scott · 9 min read · 22 Sept 2026
CRM’s Great Escape: Salesforce, HubSpot, Zeotap, and Zendesk Redraw the Data Battle
This week’s CRM news covers Salesforce’s Dreamforce vision, HubSpot’s Smart CRM, Zeotap’s Open CDP, and Zendesk AI agents.
Rhys Fisher · 5 min read · 21 Sept 2026
The Flatbot Is Dead. The Real CX Question Is What Replaces It.
At Dreamforce 2026, CX Today’s Rob Scott explores why “flatbots” are being replaced by agentic AI built to personalize service, reduce escalations, and drive revenue.
Rob Scott · 4 min read · 18 Sept 2026
AI Is Moving Faster Than Customer Operations. That Is the Real CX Challenge.
Salesforce, OpenAI CEO Sam Altman, and Marc Benioff discuss AIforce, customer operations, AI agents, and why better AI will not automatically fix CX.
Rob Scott · 7 min read · 17 Sept 2026
Round Up: Why Governing Enterprise AI Has Become a High-Stakes Challenge
Silicon Valley debates an AI development slowdown while Salesforce launches new enterprise AI governance tools at Dreamforce.
Lily Jemmett · 5 min read · 17 Sept 2026
Salesforce’s Agentic CX Vision: 8 Dreamforce Announcements CX Leaders Need to Act On
Dreamforce 2026: Eight Salesforce announcements CX leaders need to know, from AI agents and CCaaS to Koa, governance, and human handoffs.
Rob Scott · 11 min read · 16 Sept 2026
Dreamforce 2026: Salesforce Takes CRM Out of Salesforce
Live from Dreamforce 2026, CX Today examines Salesforce’s push to bring CRM into Slack, Claude and Teams—and what it means for AI-powered customer service.
Rob Scott · 8 min read · 15 Sept 2026
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 6 min read · 14 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 4 min read · 10 Sept 2026
Customer Context Becomes CRM’s Next Competitive Battleground
Vendors are competing to make fragmented customer data useful, as AI agents increase demand for trusted, actionable customer context in CRM.
Nicole Willing · 9 min read · 9 Sept 2026
What Does the OpenAI Hack Mean for Salesforce and other CRM Communities?
The OpenAI–Hugging Face incident is a warning for AI autonomy. Discover how CRM organisations help B2B teams govern peer communities safely.
Lily Jemmett · 11 min read · 3 Sept 2026
The End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom earnings reveal a massive shift from per-seat SaaS to digital labor. Discover what AI seat compression means for enterprise CX.
Rob Wilkinson · 5 min read · 31 Aug 2026
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 2 min read · 31 Aug 2026
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 Aug 2026
Salesforce’s Claudeforce Deal With Anthropic Points to What Comes After the CRM UI
Salesforce and Anthropic launch Claudeforce, bringing Salesforce data and workflows into Claude as CRM moves beyond the traditional UI.
Nicole Willing · 6 min read · 27 Aug 2026
Marc Benioff Maintains "There is No SaaSpocalypse" as Salesforce Argues AI Models Need Software
Salesforce CEO Marc Benioff rejects the SaaSpocalypse narrative, arguing enterprises will consume AI through the software they already use.
Nicole Willing · 7 min read · 27 Aug 2026
Salesforce’s Outcome-Based Pricing: Strategic Masterstroke or Defensive Scramble Against AI Seat Compression?
Salesforce’s Q2 earnings show how AI agents are forcing a shift from seat licenses to outcome-based pricing for enterprise CX buyers.
Rob Wilkinson · 8 min read · 27 Aug 2026
TTEC Digital Lands First Agentforce Contact Center Go-Live
TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.
Rob Wilkinson · 5 min read · 26 Aug 2026
ServiceNow, Salesforce, and Synthflow expose the operational issues behind agentic CX
ServiceNow, Salesforce, and Synthflow show why CX AI now demands new workforce planning, resolution metrics, and agent governance.
Rob Wilkinson · 5 min read · 24 Aug 2026Big CX News from Salesforce, Stripe, OpenAI & Anthropic
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Stripe, OpenAI, Anthropic
Rhys Fisher · 3 min read · 21 Aug 2026
The Ultimate Guide to CX AI Pricing: Which Model is Right for Your Contact Center?
Explore six CX AI pricing models, from per-seat and usage billing to credits and outcomes, and find the best fit for your contact center.
Rhys Fisher · 9 min read · 20 Aug 2026
Salesforce Expands Headless 360 to Enable Agentic CX
Salesforce expands Headless 360 with MCP, giving AI agents governed access to customer data and enterprise capabilities.
Francesca Roche · 4 min read · 19 Aug 2026
A Guide to Dreamforce 2026: What CX Leaders Need to Know About Salesforce AI
Dreamforce 2026 puts Salesforce’s Agentforce strategy under the spotlight. Here is what CX leaders should ask about AI, data and service.
Sophie Wilson · 21 min read · 18 Aug 2026
Salesforce Says Agentforce Adoption Is Accelerating but Enterprise CX Readiness Remains in Question
Salesforce reports rapid Agentforce adoption, but data readiness and unclear AI success metrics could challenge enterprise CX teams.
Nicole Willing · 7 min read · 10 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 3 min read · 10 Aug 2026
The AI Race Has a Customer Experience Problem
RocketPhone.ai CEO Muj Choudhry explains why AI customer experience projects need trusted data, human oversight, and clear business outcomes.
Rhys Fisher · 2 min read · 10 Aug 2026
Salesforce: AI Is Raising CX Expectations Faster Than Brands Can Deliver
Salesforce’s State of Commerce report reveals how AI is raising customer experience expectations while fragmented data holds brands back.
Rhys Fisher · 5 min read · 29 Jul 2026
Amperity Customer Data Cloud: The 2026 Roadmap Bet on Real-Time Context and Identity AI
Amperity customer data cloud is betting on real-time customer context and identity resolution to solve the CDP problem.
Rebekah Carter · 17 min read · 27 Jul 2026
The Agentforce Sales Lessons Every Enterprise Needs
Salesforce shares how Agentforce Sales is helping enterprises understand what AI agents need to succeed in sales.
Francesca Roche · 2 min read · 27 Jul 2026
ServiceNow Takes CRM Fight to Salesforce as AI Strengthens SaaS Case
ServiceNow challenges Salesforce in CRM, arguing AI strengthens demand for workflow automation, data context and predictable SaaS pricing.
Nicole Willing · 7 min read · 23 Jul 2026
Why Salesforce Agentforce Contact Center Just Changed the Automation Scorecard
Salesforce Agentforce Contact Center is building a strategy around resolving customer queries, not just deflecting them
Rebekah Carter · 14 min read · 17 Jul 2026
Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 9 min read · 15 Jul 2026
Why Amazon’s Salesforce MCP Move Matters For CX
Amazon Connect Customer and Salesforce integrated via MCP, signaling a major shift in AI orchestration, self-service, and contact center CX.
Rob Wilkinson · 6 min read · 14 Jul 2026
Why Salesforce's Headless Contentful Deal Is Bigger Than Content Management
Salesforce's Contentful acquisition signals that structured content is becoming core infrastructure for AI-driven CX at scale.
Francesca Roche · 4 min read · 10 Jul 2026
Frontier AI Is Getting More Powerful But CX May Need an Uber, Not a Boeing
As ChatGPT 5.6 and Fable raise the frontier AI bar, CX leaders should weigh smaller specialist models to cut token costs and improve control.
Nicole Willing · 8 min read · 9 Jul 2026
The End of Separate Sales and Support Journeys?
CX leaders must rethink AI as customer support, sales qualification, and revenue generation begin to merge.
Francesca Roche · 3 min read · 9 Jul 2026
Salesforce Commits $1 Billion Agentforce Investment to Switzerland
Salesforce commits $1B to Switzerland over five years as Agentforce delivers autonomous CX at scale across healthcare and retail.
Alex Cole · 5 min read · 8 Jul 2026
Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
The Salesforce Fin acquisition shows legacy CRM platforms are buying AI-native CX capabilities to move fast, says John Kim, CEO of Delight.ai.
Nicole Willing · 2 min read · 7 Jul 2026
Most CX Leaders Are Still Buying for the Last AI Cycle
Salesforce, HubSpot, Genesys, and Microsoft show how CX AI is shifting toward orchestration, governance, and operational execution.
Rob Wilkinson · 5 min read · 7 Jul 2026Big CX News from Salesforce, HubSpot, Genesys & Microsoft
Big CX News: The latest news and insights from the biggest CX brands, including Salesforce, HubSpot, Genesys & Microsoft
Rhys Fisher · 4 min read · 3 Jul 2026
Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational
Salesforce's launch of native workforce engagement management at CCW Las Vegas was always going to trigger lots of questions. The first story was the announc...
Rob Wilkinson · 5 min read · 2 Jul 2026
Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and C...
Rob Scott · 3 min read · 2 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 10 min read · 1 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 7 min read · 30 Jun 2026
Salesforce Makes Agentforce Commerce Generally Available Ahead of Peak Season
Salesforce has launched Agentforce Commerce, bringing Shopper, Buyer, and Merchant Agents to general availability.
Rhys Fisher · 3 min read · 29 Jun 2026
How To Fix Customer Identity Gaps That Break Every Analytics Model You Build
Learn how to fix customer identity resolution, unify customer profiles, and improve CX data integration across systems
Alex Cole · 7 min read · 29 Jun 2026
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 7 min read · 29 Jun 2026
From Generic Bots to Prebuilt Agents: How CX’s Build vs Buy Debate is Changing
CX leaders are rethinking whether to build vs buy AI agents as platforms mature, compliance risks grow and vendors launch pre-built agents.
Nicole Willing · 7 min read · 26 Jun 2026
Salesforce Introduces Prebuilt Service Agent With Outcome-Based Pricing Model
Salesforce has launched a pre-built Agentforce Help Agent with pay-per-resolution pricing designed to simplify customer service automation.
Nicole Willing · 4 min read · 25 Jun 2026
The Revenue Handoff Problem: Why CX Signals Still Don't Flow Cleanly Into RevTech Stacks
Why CX data still fails to reach CRM, CDP and RevTech systems and what buyers should ask about integration and revenue intelligence.
Nicole Willing · 9 min read · 24 Jun 2026
Salesforce Expands Formula 1 Push as VCARB Deploys Agentforce for AI-Powered Fan Engagement
Salesforce and VCARB partner to deploy Agentforce 360, Slack, Tableau, and AI agent TORO for Formula 1 fan engagement.
Nicole Willing · 4 min read · 23 Jun 2026
Thames Valley Police’s Bobbi AI Agent Powered by Salesforce Agentforce Frees 3,200+ Hours in Six Months
Thames Valley Police and Hampshire & Isle of Wight Constabulary are using Salesforce Agentforce to power police AI agent Bobbi.
Nicole Willing · 9 min read · 22 Jun 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 2 min read · 22 Jun 2026
Big CX News from Salesforce, Anthropic, Five9 & WordPress
Salesforce acquires Fin, Anthropic faces a government shutdown, and consumers push back against AI-branded products in this week's round-up.
Francesca Roche · 4 min read · 19 Jun 2026
Salesforce Futures VP: Customers Face Three Core AI Challenges as Agentic Enterprise Takes Shape
Salesforce Futures VP Mick Costigan explains the challenges customers are facing in bringing AI agents into the enterprise.
Nicole Willing · 7 min read · 18 Jun 2026
How to Design Contact Center Workflows That Solve Customer Issues in One Interaction
mprove first contact resolution with better workflow design, smarter routing, agent decision rights, data access, and fewer escalations.
Alex Cole · 9 min read · 17 Jun 2026
Databricks Signals a New Era for CDPs By Launching CustomerLake
Databricks enters marketing software with CustomerLake, an AI-native CDP designed to unify fragmented data and personalize CX.
Francesca Roche · 5 min read · 17 Jun 2026
The Agentforce Proof Points Hidden Inside Salesforce's $1 Billion Italy Bet
Salesforce commits $1 billion to Italy, with Agentforce deployments at Telepass and Trenitalia revealing agentic AI's role in enterprise CX
Rhys Fisher · 3 min read · 16 Jun 2026