Short, checked, cited where we can. The announcements, the moves and the things worth a look.
Follow @cxtodaynewsServiceNow has launched Autonomous CRM Engine, an AI-native tool that maps CRM processes, redesigns workflows and helps deploy ServiceNow CRM in weeks. The company says it can also monitor configurations after deployment. Separately, ReSource Point of Sale says ServiceNow CRM has helped cut average resolution times from 8–10 hours to three hours.
Salesforce Catalog is a self-updating index of how an org is built, covering objects, fields, flows, Apex, permission sets and Data 360 insights. Agents and assistants, including Claude, ChatGPT and Cursor via an MCP server, query it before answering, running as the signed-in user. It needs a Data 360 edition. Overdue: confident agents guessing field names are expensive.
Optimove has introduced an AI-led onboarding hub for new CRM marketing clients, allowing them to upload and validate customer data, configure marketing channels, and track implementation tasks themselves. Early customer Stadiobet loaded and validated its full customer dataset within two days of kickoff and launched its first campaigns on day 27.
Sales Development Agent is in Microsoft Frontier public preview, with setup guidance from Scott Magee. It gets its own Entra identity and Exchange mailbox, can be configured in Teams, and connects to Dynamics 365 Sales and Salesforce over MCP. An agent that emails prospects under its own identity is a bigger call than a Copilot sidecar in the CRM.
Cordial has launched a headless CDP that gives marketers access to real-time customer data through ChatGPT, Claude, Microsoft Copilot and custom agents. The capability lets teams combine customer, commerce and analytics data to identify high-value audiences, recommend next actions and launch more relevant personalized messaging.
Optimove has launched Zero Copy Customer Lists, letting marketers build audiences from data held in Snowflake without copying it into the platform. The feature can use sensitive signals such as KYC status, credit scores, and internal risk models while keeping the data in the customer’s own cloud warehouse.
Navatar has introduced bidirectional Model Context Protocol (MCP) connectivity between Claude and its Salesforce-based CRM, enabling private equity and M&A professionals to move research and deal activity between the two platforms. Users can retrieve updated CRM information within Claude, then transfer selected findings, update deal stages and create follow-up tasks in Navatar.
Accenture has acquired data and customer intelligence firm Sagacity to address growing client demand in the U.K. and Ireland to connect data, AI and operations infrastructure. Sagacity works with organizations across utilities, retail, banking and telecommunications. Its technology portfolio includes Sagacity Dot, a self-service customer intelligence platform designed to help businesses access and use customer insights.
Germany's Bundesliga has selected ServiceNow as its Official CRM Partner, extending the vendor's existing role as its Official Workflow Partner. The football league says that since implementing ServiceNow Customer Service Management in August 2026, it has consolidated its fan services from seven digital channels onto one platform, where 89 percent of enquiries are now resolved at first contact.
In Brief runs on tips. A good nugget is short and specific — a launch, a hire, a funding round, a number, a neat find worth a look — and it lands best with a source link so we can check it and cite it. We read everything and curate what runs; nothing publishes automatically.
File it at the news desk →@cxtodaynews on X ↗Primary source · date · number · named spokesperson. Two of the four and we will usually run it.
