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 · 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 · 22 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 · 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 · 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 · 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 · 15 Sept 2026