What are you after?

Will Consumer AI Agents Force Businesses to Rethink CRM?

Consumer AI agents could change how people make purchasing decisions and interact with customer service teams. That raises questions for CRM leaders about customer relationships, data and how businesses maintain their place in an increasingly AI-mediated customer journey.

From Heathrow to the Bundesliga, CRM Gets Closer to the Customer

Can CRM turn customer data into better experiences? Adobe and Heathrow are targeting more personalised passenger journeys, while ServiceNow reports 89% first-contact resolution for Bundesliga fan enquiries. Salesforce, HubSpot and Zeta Global also make moves across CRM and customer data.

Your CRM Data Could Hold the Key to AI Differentiation

Enterprises may not find their AI advantage in the latest model. It could be buried in years of proprietary CRM data. John Cheney, CEO Founder and Founder at WorkBooks, explained how AI can help businesses clean up that data and turn internal knowledge into a competitive asset.

Cox Fleet’s CRM Lessons for High-Urgency Customer Service

When customers are stressed, stranded, or losing revenue, CRM has to do more than hold records. Alex Fraser, VP of Customer Operations at Cox Fleet, explains how connected data, AI, agents and service partners can turn urgent contact into coordinated action and customer advocacy.

HMRC Selects Salesforce for £2.4BN CRM Program as Overhaul Takes Shape

HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.

Why Claudeforce Indicates CRM Complexity Is Breaking Customer Experience

UJET CEO Vasili Triant explains why bolting AI onto CRM and ticketing stacks may add complexity instead of improving customer experience.

Optimove AI Is Betting Big on Agentic Marketing. Most CRM Teams Aren’t Ready

Agentic AI is moving into the CRM and marketing stack, Optimove AI is betting it has the controls businesses need.

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.

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.

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.

The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work

Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...

Gartner Magic Quadrant for CRM Sales Platforms 2026: The Rundown

Gartner’s 2026 Magic Quadrant for CRM Sales Platforms ranks Salesforce and Microsoft as Leaders, while others shift position.

ServiceNow on the CX Shift Legacy CRM Can’t Handle

Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...

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.

The CRM Stack Is Cracking, Treasure AI Warns

Treasure AI’s Rafael Flores explains why legacy CRM and CDP stacks may be too slow for AI-native customer engagement.

"Your AI Shouldn't Own the Relationship" The CRM Relationship Trap

Learn how to improve your AI-led CRM, reduce sales friction, and keep trust central to customer engagement.

Klaviyo Embeds AI Agents in its CRM to Deliver Shared Customer Context

Klaviyo has added Composer and expanded Customer Agent in its CRM to share real-time customer context across marketing and service.

Your CRM Isn’t Broken. It’s Just Filled With Data No One Entered Properly

There's nothing wrong with your CRM software, it's your issue with CRM data entry accuracy that's holding you back.

Your CRM Data Isn’t Incomplete - It’s Actively Becoming Less Accurate Every Day

CRM data decays as customers change. Learn what causes stale records, how automation scales errors, and how to keep data fresh.

Legacy CRM Wasn’t Built for AI: The Case for a New Stack

Jason Eubanks, Co-Founder and CEO of Aurasell, on why legacy CRM systems may struggle with agentic AI and what CX leaders should ask vendors.

Is Your CRM Strategy Just Automating Bad Data Across Every Customer Touchpoint?

CRM automation can multiply bad data. Learn how to spot scaling risks, fix data quality, and evaluate CRM systems safely.

Turning CRM Data Into Action: A Practical Playbook for CX Leaders

Learn how CX leaders can turn CRM and CDP data into systems of action with AI and outcome-led metrics that reduce customer effort.

How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep

CRM vendor Attio explains how Intercom's Fin AI agent helps it to meet prospects instantly, 24/7, as customer expectations evolve.

IMF Warning on Claude Mythos Indicates AI Could Turn Financial CRM Into a Systemic Cyber Risk

The IMF warns cyber threats from AI models like Claude's Mythos could destabilize financial markets as CRM platforms become deeply embedded.

Financial Services CRM Gets an AI Overhaul across Salesforce, Anthropic and CSI

Financial services firms are adopting AI-powered CRM to automate workflows and strengthen customer engagement.

Salesforce’s API‑First Strategy For Headless Is Reframing the Role of CRM Interfaces

Salesforce Headless 360 shows how API‑first CRM enables agent‑driven, intent‑based customer experience execution.

ServiceNow Unveils Agentic AI to Replace Manual CRM

ServiceNow unveils Autonomous CRM and AI Control Tower at Knowledge 2026. Discover how agentic AI eliminates manual workflows and drives enterprise ROI.

HubSpot Prepares to Hand the CRM Keys to AI Agents

HubSpot plans to let AI agents run its CRM, promising smarter CX while testing enterprise control, governance and security at machine speed.

The Identity Backbone of Always‑On CX: Why CRM and CDPs Are the Real Resilience Layer

Identity is emerging as the weakest link in always‑on CX. Learn how CRM and CDPs must evolve to support resilient customer experiences.

Composable CX Will Replace Monolithic CRM Platforms

Composable CX stacks are replacing monolithic CRM. Learn how modular customer data and APIs reshape enterprise CX strategy.

Salesforce Aims to Redefine CRM Access with Headless 360

Salesforce Headless 360 moves workflows into Slack, Teams, and WhatsApp, removing the need to log into CRM interfaces.

What Is the Real Role of CRM in Modern CX Architecture?

Modern CRM turns customer data into action. Learn how a CRM data platform connects workflows, teams, and insights to improve CX.

How to Fix CRM Systems That Stall Revenue Growth

CRM modernization starts with governance, adoption, and integrations. Learn CRM transformation steps and implementation best practices.

Why Single Customer View Still Fails After CRM Investment

A CRM won’t fix fragmented customer data. Discover how identity resolution, integration, and governance create a true single customer view.

Cisco's Salesforce CRM Breach Puts Three Million Customer Records at Risk

ShinyHunters claims to have stolen over 3M Salesforce records from Cisco in a vishing-led attack. Here's what CX and CRM leaders need to know

Why Salesforce's Agentforce Contact Center Won't End the CCaaS-CRM Battle

Salesforce is pushing hard into the contact center with Agentforce, but experts say the CCaaS-CRM convergence battle is far from over.

How Does Customer Data Management Work Inside a CRM Platform, And What Are Most Teams Missing?

Customer data management in CRM explained: how data is collected, cleaned, unified, and activated across sales, marketing, and service.

What Are the Biggest CRM Trends 2026 Buyers Can’t Ignore If They Want Faster Growth?

CRM trends 2026 are driven by AI agents, trusted customer data, and privacy-first governance. Here’s what Discovery-stage buyers should know.

What Do CRM Analyst Reports Reveal About CRM And Customer Data In 2026, And Are You Behind?

CRM and customer data are converging in 2026, as AI, automation, and analytics reshape how platforms drive real business outcomes.

What Is Customer Data Management? CRM, CDP & Data Strategy Explained for 2026

Customer data management explained: how CDM connects CRM, CDPs, and AI to deliver accurate, compliant, and scalable customer experiences.

From CRM Brain to CX Engine: Salesforce’s Bold Agentforce Contact Center Bet

Salesforce’s Agentforce Contact Center redefines the contact center as an AI-first, CRM-native execution layer. What it means for CX leaders.

Navatar Brings an AI CRM Operating Model on Salesforce to Private Markets

Navatar unveils AI-powered CRM operating model on Salesforce to help private markets firms replace manual workflows with real-time insights.

ANZ Rolls Out Salesforce Agentforce in New Agentic AI CRM to Simplify Business Banking

ANZ’s new agentic AI-powered CRM uses Salesforce's Agentforce 360 AI to help bankers focus on customer relationships.

Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2025: The Rundown

See who leads Gartner’s 2025 CRM Customer Engagement Center Magic Quadrant as AI reshapes service, automation, and customer experience.

Zoho Builds CRM-Based Dealership Platform for Mercedes-Benz India

Zoho builds CRM-based SKYLine to enhance the Mercedes-Benz India customer experience with a data-driven Dealer Management System.

Using CRM Pricing Models in the AI Era, What's Going to Change?

CRM pricing models are set to change in the near future, as the system undergoes a significant revolution with the rise of AI. In a conversation with CX Toda...

ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering

ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available. As teased in November, the “Five9 Fusion for ServiceNow” sol...

Microsoft vs. Salesforce: How Do They Compare on CRM?

Salesforce is the biggest CRM provider in the world, according to 2025 IDC data. Its closest rival? Microsoft. That said, there's still quite a gap between t...

The Future of CCaaS & CRM Integrations: 5 Bold Takes

CX Today covers customer experience news including CCaaS, Artificial Intelligence, CRM integrations, and more.

How a CDP Goes Beyond a CRM and Unleashes Omni-Data Insights for Your CX

The customer experience landscape is evolving rapidly, and traditional CRM systems are struggling to keep pace with modern demands. In this insightful conver...

ServiceNow on the Upcoming “Extinction” of Traditional CRM, Its Big Google Deal, and Hiring

ServiceNow CEO Bill McDermott has described agentic AI as an "extinction-level" event for CRM. Speaking on an episode of the Bloomberg Talks podcast , McDerm...

HubSpot Bolsters Its Landmark CRM-ChatGPT Integration, Unveils New Possibilities

HubSpot has announced a new update for its industry-first ChatGPT-CRM integration. The connector, released last month , pulls CRM insights directly into Chat...

Salesforce Channels Is a Big Step In Converging CRM & UCaaS

In June, Salesforce Channels launched, enabling businesses to set up Slack channels that connect real-time conversations with CRM records. As such, teams can...

The Top CRM Vendors to Consider in 2025

The top CRM vendors are reshaping customer service at a bigger scale than ever before. The software is evolving fast. What used to be little more than a data...

HMRC Opens Up Bidding for It CRM Mega-Contract, Now Worth $2.7BN

HMRC is inviting proposals for a CRM mega-contract, which it has valued at $2.7BN (£2BN), excluding VAT. The tax authority aims for a relatively speedy procu...

CRM vs. ERP: How Do They Differ, and Do I Need Both?

CRM vs ERP: what’s the actual difference, and why does it matter to enterprises? When it comes to managing front- and back-office processes, CRM and ERP are ...

What Is CRM (Customer Relationship Management)? The Comprehensive Guide

It’s easy to think of CRM software as a relic of the early 2000s, something built for managing contacts, tracking sales, and sending reminders to follow up. ...

HubSpot Unveils an Industry-First CRM-ChatGPT Integration

HubSpot has become the first CRM provider to push data from its applications into ChatGPT. With a new connector, the provider enables customers to run deep r...

Zoho vs. Salesforce: CRM Products, Differentiators, & Pricing (A 2025 Comparison)

Unpack the Zoho vs. Salesforce CRM debate, considering how the vendors differ on features, pricing, and support services.

Salesforce Still Dominates the CRM Space, Leads on Revenue for the 12th Straight Year

IDC has named Salesforce the biggest CRM provider in the world for the 12th year running. Figures from its 2025 Worldwide Semiannual Software Tracker show th...