Marc Benioff
Customer experience voice
174 stories · newest first · 30 in 2026 · 11 in the last 90 days
HubSpot Cuts 660 Jobs as AI Strategy Reshapes Business
The layoffs are part of HubSpot's strategy to reorganize around AI-powered customer outcomes. The vendor insists the move is not driven by AI efficiencies, but the distinction between AI efficiency and AI-led reorganization may not mean much to employees whose roles have been eliminated.
Rhys Fisher · 4 min read · 7 Oct 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
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
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
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 · 12 min read · 3 Sept 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
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 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
CCW Vegas 2026: 10 CX Trends That Prove the Industry's AI Honeymoon Is Well and Truly Over
CCW Vegas 2026: 10 CX trends covering the UJET zero-agents finding, Sinch's 74% AI deployment reversal stat, Salesforce Agentforce, the Verizon versus IKEA workforce debate, Amazon Rufus accuracy data, Forrester omnichannel maturity research, and the rise of GEO replacing SEO for CX brands and enterprise buyers
Rob Scott · 16 min read · 26 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
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
Salesforce’s $3.6BN Fin Acquisition Aims to Boost Agentforce AI Strategy
Salesforce’s $3.6BN Fin acquisition expands Agentforce and its AI customer service ambitions, but raises questions over adoption.
Nicole Willing · 9 min read · 16 Jun 2026Big CX News from Zoom, Salesforce, Sprinklr & IBM
The latest news and insights from the world of CX and customer service, including Zoom, Salesforce, Sprinklr & IBM
Rhys Fisher · 4 min read · 29 May 2026
“In Sales, We Still Scale” Salesforce Draws the Line on AI Replacing Sellers
Salesforce earnings reveal why AI accelerates sales productivity but human sellers remain essential for closing complex deals.
Francesca Roche · 7 min read · 29 May 2026
Salesforce's AI Agents Are Now Outworking Its Human Support Teams
Agentforce hits $1B ARR as Salesforce Q1 results reveal AI agents handling double the inquiries of human support staff.
Rhys Fisher · 4 min read · 28 May 2026
Your AI Agents Are Already Inside Your Contact Center - Do You Know What They're Doing?
AI agents are already inside your contact centre - but most teams can't list them, track their permissions, or shut them down.
Thomas Walker · 5 min read · 29 Apr 2026
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 4 min read · 29 Apr 2026Big CX News from Adobe, Salesforce, Meta & Vercel
The latest and greatest news from the world of CX and customer service, including: Adobe, Salesforce, Meta & Vercel
Rhys Fisher · 4 min read · 24 Apr 2026
Benioff Rejects SaaS-pocalypse Fears as AI Reshapes Enterprise Software
Marc Benioff argues AI will strengthen SaaS as investors worry about disruption to software business models.
Francesca Roche · 4 min read · 22 Apr 2026
Salesforce CEO: AI Sales Tech Won't Be The End of Human Reps
Benioff says Agentforce for Sales won't replace your reps. Here's what AI-powered selling really means for go-to-market teams.
Sean Nolan · 4 min read · 14 Apr 2026Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 4 min read · 10 Apr 2026
Is AI Really Behind the Tech Layoff Wave? Benioff Says No
Salesforce CEO Marc Benioff says blaming AI for tech layoffs is the "lazy way out." So what's really driving workforce cuts?
Rhys Fisher · 4 min read · 6 Apr 2026
Big CX News from Zoom, ServiceNow, Salesforce, RingCentral & Openai
Zoom revamps Virtual Agent 3.0, ServiceNow AI Platform Additions, Salesforce reframes its AI model & RingCentral and OpenAI team up.
Rhys Fisher · 4 min read · 27 Feb 2026
Salesforce Reframes AI Model Competition Around Enterprise Work and Agents
Salesforce argues AI value will shift from foundation models to the enterprise layer, where agents and workflows deliver real CX outcomes.
Nicole Willing · 5 min read · 26 Feb 2026
Salesforce Acquires Momentum, Completes Ten Deals in Six Months
Ten Salesforce Agentforce acquisitions in six months. We break down every deal and what it reveals about the future of agentic CRM.
Rhys Fisher · 6 min read · 19 Feb 2026
Benioff Calls Copilot “Clippy 2.0”... Again, Says Slackbot Solves Customer Context Gaps
Salesforce CEO Marc Benioff takes another shot at Microsoft Copilot, calling it "Clippy 2.0" while positioning Slackbot as the better tool for customer briefings and CRM integration.
Rhys Fisher · 5 min read · 4 Feb 2026
Agentforce Becomes Salesforce’s "Fastest Growing Product Ever"
Explore the success of Agentforce as Salesforce’s fastest growing product, transforming experimentation into real-world implementation.
Francesca Roche · 8 min read · 4 Dec 2025
Big CX News from Salesforce, Cloudflare, Five9 & UJET
From the completion of Salesforce's Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week’s most popular n...
Rhys Fisher · 4 min read · 21 Nov 2025
Will Salesforce’s Informatica Acquisition Make Agentforce Unstoppable?
Explore the Salesforce Informatica acquisition and its impact on AI-powered data management capabilities for enterprises.
Rhys Fisher · 3 min read · 19 Nov 2025
Salesforce Sets Its Sights on $60 Billion by 2030
Salesforce has unveiled an ambitious new goal: surpassing $60BN in annual revenue by fiscal year 2030. That’s a big leap from $37.9BN in fiscal 2025, and the...
Nicole Willing · 2 min read · 20 Oct 2025
Dreamforce 2025: Reflecting on Benioff's AI Insights
Marc Benioff has declared the age of the “agentic enterprise" at Dreamforce 2025, despite admitting that many businesses are still struggling to keep up with...
Francesca Roche · 3 min read · 20 Oct 2025
Dreamforce 2025: The Top Announcements, ft. Agentforce 360, The New Slack, & Apromore Acquisition
50,000 people are descending on San Francisco for one of the biggest events in the enterprise technology calendar: Dreamforce. The 23 rd annual conference is...
Chris Porter · 9 min read · 13 Oct 2025
Salesforce Axes Search In Favor of Agentforce, Users Push Back
CRM giant Salesforce is facing criticism from its own customers and community members after it quietly removed the search bar from its online help pages. The...
Nicole Willing · 4 min read · 1 Oct 2025
Dreamforce 2025: What Might Salesforce Unveil?
Dreamforce 2025 is shaping up to be one of the most anticipated events on the enterprise software calendar. Hosted by Salesforce, the annual conference has b...
Nicole Willing · 7 min read · 22 Sept 2025
OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First
Sam Altman says he’s "confident" that AI will first take over customer service roles as it transforms the job market. Speaking on ‘The Tucker Carlson Show’ l...
Francesca Roche · 3 min read · 18 Sept 2025
Salesforce CEO Calls Out Palantir as "the Most Expensive Enterprise Software I've Ever Seen"
Data analytics firm Palantir Technologies is the latest company in the crosshairs of Marc Benioff, Salesforce’s increasingly outspoken CEO. Benioff thinks Pa...
Nicole Willing · 3 min read · 15 Sept 2025
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
Over the past year, Genesys and Zoom have launched tight integrations with ServiceNow Customer Service Management (CSM), the widely utilized customer support...
Charlie Mitchell · 6 min read · 15 Sept 2025The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 3 min read · 12 Sept 2025
Salesforce Teases a New Agentforce Builder, Announces More Additions to the Platform
Salesforce continues to upgrade its Agentforce platform, with its latest move to release a new Agentforce Builder in Beta. In doing so, the CRM leader hopes ...
Nicole Willing · 3 min read · 11 Sept 2025
Salesforce Introduces Agentic IT Service to Compete with ServiceNow in ITSM
Salesforce has officially entered the ITSM space with the launch of Agentic IT Service. Last week, CEO Marc Benioff announced the company's plan to showcase ...
Rhys Fisher · 3 min read · 8 Sept 2025Big CX News from Salesforce, ServiceNow, HubSpot & Microsoft
From Salesforce's entry into the ITSM market to ServiceNow's center automation strategy, here are extracts from some of this week’s most popular news stories...
Rhys Fisher · 4 min read · 5 Sept 2025
Salesforce CEO Pressed on Cutting 4,000 Customer Support Reps
Marc Benioff, CEO of Salesforce , has responded to the media frenzy surrounding his company’s decision to shrink its customer support team. That frenzy ensue...
Charlie Mitchell · 3 min read · 4 Sept 2025
Salesforce to Enter the ITSM Market at Dreamforce 2025 & Challenge ServiceNow
Marc Benioff, CEO of Salesforce , has revealed that his company will enter the IT service management (ITSM) at Dreamforce 2025. Speaking on The Logan Bartlet...
Charlie Mitchell · 4 min read · 1 Sept 2025
ServiceNow Hasn’t Cut Its Customer Service Headcount, Despite Deflecting 75% of Cases
In July, OpenAI CEO Sam Altman warned that AI advancements are leading to the ‘end of human customer service’. Meanwhile, just three days ago, Marc Benioff, ...
Rhys Fisher · 3 min read · 1 Sept 2025
ServiceNow's Internal AI Agents Generate $350M in Added Value, Spark Debate on Future of Jobs
ServiceNow has announced that it has already generated $350 million in value from internal AI agent deployments. The revelation came as Amit Zavery, Presiden...
Floyd March · 3 min read · 15 Jul 2025
Salesforce Undergoes Mass Reskilling, Fills Over Half of New Roles with Internal Hires
"Our organization is being radically reshaped," claimed Marc Benioff, CEO of Salesforce . The CEO made the statement in a Financial Times op-ed , shedding li...
Floyd March · 3 min read · 14 Jul 2025
Salesforce Follows ServiceNow's Lead, Pivots to Building AI Agent Ecosystems
Last month, Salesforce introduced Agentforce 3, the latest release of its hallmark AI agent platform. However, this announcement notably focused less on the ...
Charlie Mitchell · 4 min read · 7 Jul 2025Big CX News from Cisco, Microsoft, Salesforce, & Verint
From a tech giant reaffirming its support for on-premise tech to a hotly debated rebrand, here are extracts from some of this week’s most popular news storie...
Charlie Mitchell · 3 min read · 4 Jul 2025
Elon Musk Questions the Name ‘Salesforce’; Benioff Responds with an Impromptu 'Agentforce' Rebrand Idea
Marc Benioff, CEO of Salesforce , sat down with Bloomberg in the latest in a spate of video interviews and podcast appearances. These appearances have been t...
Rhys Fisher · 4 min read · 30 Jun 2025
Salesforce Debuts Agentforce 3: The Top Takeaways
Salesforce has released Agentforce 3, less than a year since it launched the first iteration of its digital labor platform. The most notable new feature is t...
Charlie Mitchell · 6 min read · 23 Jun 2025
Salesforce Is Not the Only Tech Provider Blocking AI Tools from Enterprise Data
Salesforce has been in the spotlight over the last week. This is not due to the typical announcements, acquisitions, or eye-raising remarks from its CEO, Mar...
Floyd March · 2 min read · 17 Jun 2025
Salesforce Scoops Moonhub Employees, But Denies Acquisition
After rumors of a third acquisition in four weeks, Salesforce has refuted claims it has rolled up Moonhub. Instead, a Salesforce spokesperson suggested that ...
Floyd March · 3 min read · 5 Jun 2025Big CX News from Salesforce, NVIDIA, ServiceNow, Cisco & Microsoft
It's been another busy week in the wonderful world of customer experience, with a major acquisition from Salesforce, fighting talk from NVIDIA and ServiceNow...
Rhys Fisher · 4 min read · 30 May 2025
Salesforce Hits 8,000 Agentforce Deals, Opens Up on Its Informatica Acquisition
Salesforce has secured over 8,000 deals for its Agentforce platform. Speaking during the company’s Q1 2026 earnings call, CEO Marc Benioff confirmed that mor...
Rhys Fisher · 4 min read · 29 May 2025
The Microsoft Layoffs: What Aren't They Telling Us About AI?
Earlier this month, Microsoft announced that it was laying off three percent of its global workforce. The move will impact over 6,000 staff, making it the hi...
Rhys Fisher · 5 min read · 28 May 2025
Salesforce to Acquire Informatica for $8BN: 3 Big Talking Points
Salesforce has agreed to acquire Informatica for approximately $8BN. Bloomberg hinted at the news late last week, citing "a person familiar with the matter"....
Charlie Mitchell · 4 min read · 27 May 2025