Salesforce Loops Deal Targets CX Problems Before They Hit
Salesforce’s latest acquisition points to a bigger ambition for Tableau and Agentforce. The vendor is helping businesses identify the causes of customer experience failures, rather than simply measuring their effects. But can enterprises trust AI to recommend the next move?
Rhys Fisher · 13 Oct 2026
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 · 7 Oct 2026
From Notifications to Revenue Drivers: Turning Support Channels into Growth Engines
Customer messaging still serves a narrow purpose for many enterprises. It delivers appointment reminders, shipping updates, payment confirmations and service...
Nicole Willing · 24 Sept 2026
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.
Nicole Willing · 23 Sept 2026
The Weakest Security Link in Customer Data May Be Hiding Outside the CRM
Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.
Nicole Willing · 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 · 21 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
How Can Community Platforms Turn Peer Engagement Into Retention?
Gainsight’s community platform approach highlights what B2B businesses should consider when connecting peer engagement and retention.
Lily Jemmett · 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 · 14 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 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 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 · 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 · 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 · 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 · 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 · 27 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 · 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 · 21 Aug 2026
What AI Needs to Actually Be Useful in a Contact Center
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...
Rob Wilkinson · 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 · 19 Aug 2026
Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?
ServiceNow Autonomous Workforce is reshaping CX staffing, forcing contact centers to manage AI capacity, escalations, and agent workloads.
Rhys Fisher · 18 Aug 2026
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...
Rob Wilkinson · 13 Aug 2026
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.
Rhys Fisher · 12 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 · 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 · 10 Aug 2026
Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue
Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth.
Nicole Willing · 7 Aug 2026Big CX News from Avaya, ServiceNow, NiCE & HubSpot
The latest and greatest news and insights from the biggest vendors in the space, including Avaya, ServiceNow, NiCE & HubSpot
Rhys Fisher · 7 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 6 Aug 2026
HubSpot Got the Blame, But Does the Whole Industry Have the Same Problem?
Acoustic CMO Alexi Hatch on "signal debt," the opt-in line brands keep crossing, and why borrowed enrichment data is a major CX problem.
Rhys Fisher · 4 Aug 2026
The AI Personalization Trap CX Leaders Must Avoid
Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent.
Nicole Willing · 30 Jul 2026
How to Stop Your Sales Teams From Hurting CX
Find out why improving seller behavior could help organizations build stronger customer relationships from day one.
Francesca Roche · 29 Jul 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 29 Jul 2026
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...
Rob Wilkinson · 29 Jul 2026
When Legacy Vendors Pull Support, Enterprise Buyers Should Rethink More Than the Replacement
With legacy vendors retiring products, here are six questions buyers should ask before choosing between legacy and AI-native platforms.
Nicole Willing · 28 Jul 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 27 Jul 2026
SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb
SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data.
Rhys Fisher · 24 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 · 23 Jul 2026
Can Zoom’s New Revenue AI Improve Customer Conversations?
Zoom Revenue Accelerator adds real-time sales AI, roleplay, and account intelligence. Can it improve customer conversations?
Rhys Fisher · 22 Jul 2026
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.
Nicole Willing · 20 Jul 2026
Autonomous CX: Useful Automation or Another Layer of Complexity?
Autonomous CX is becoming one of the most important AI customer service debates, but the promise comes with a warning. If businesses automate weak foundation...
Rob Wilkinson · 20 Jul 2026
Why Did We Let Social Platforms Become Our Customer Database?
Social platforms were never a customer database. Read how CX leaders explain why owned relationships matter more now.
Francesca Roche · 14 Jul 2026
"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.
Francesca Roche · 10 Jul 2026
Big CX News from HubSpot, Microsoft, OpenAI & Anthropic
The latest news and analysis from the biggest vendors in the CX space, including: HubSpot, Microsoft, OpenAI & Anthropic
Rhys Fisher · 10 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
HubSpot scrapped an opt-out data enrichment policy just 4 days after announcing it. Here's why customers revolted, and what comes next.
Rhys Fisher · 7 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 · 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 · 3 Jul 2026
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.
Nicole Willing · 2 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 · 2 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 2026
HubSpot Acquires Warmly to Fix CRM's Biggest Blind Spot
The Warmly acquisition directly tackles CRM's long-standing weakness by giving sales the AI-powered tools needed to engage and close deals.
Francesca Roche · 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 · 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 · 29 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 · 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 · 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 · 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 · 22 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 · 18 Jun 2026