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 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
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 · 3 Sept 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
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
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 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
Salesforce Introduces Prebuilt Service Agent With Outcome-Based Pricing Model
Salesforce has launched a pre-built Agentforce Help Agent with pay-per-resolution pricing designed to simplify customer service automation.
Nicole Willing · 25 Jun 2026
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.
Rebekah Carter · 11 Jun 2026
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.
Nicole Willing · 5 Jun 2026
Salesforce Panel Highlights Cautious Public Sector AI Adoption in Frontline Use Cases
Public sector leaders at Salesforce's new London AI Center opening discussed how AI agents are supporting policing and citizen engagement.
Nicole Willing · 22 May 2026
BT Touts Record Customer Satisfaction from Business Transformation as Salesforce Finds AI Agents Improve CX
BT reports record customer satisfaction as it expands AI-Ops with Accenture, reflecting Salesforce findings that AI agents deliver CX gains.
Nicole Willing · 21 May 2026
Salesforce Expands London AI Campus as Agentforce Adoption Moves “Beyond Pilots”
Salesforce's new AI center indicates how the company is positioning Agentforce as enterprises move from pilots to full deployments.
Nicole Willing · 20 May 2026
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.
Nicole Willing · 19 May 2026
The 2026 Headless Market: The Four Enterprise Strategies Reshaping CX Software
Explore four headless strategies reshaping enterprise CX, from composable commerce to AI-driven workflow automation.
Francesca Roche · 13 May 2026
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.
Nicole Willing · 7 May 2026
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.
Nicole Willing · 5 May 2026
Is Freshworks Walking Away from Customer Experience?
Freshworks is openly managing its customer experience business for low growth while redirecting investment toward IT service management
Thomas Walker · 20 Apr 2026
Why Single Customer View Remains So Difficult to Achieve
Even with a solid CRM strategy, a single customer view can be difficult to achieve. Here's how to get the unified profile you need.
Rebekah Carter · 13 Apr 2026
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.
Rhys Fisher · 2 Apr 2026
The Outbound Playbook That Beats Spam Filters and Boosts Conversions
There’s no getting around the fact that outbound calling has a bit of a reputation problem... and not in an edgy bad boy from a 90’s romcom kind of way. Unfo...
Rhys Fisher · 31 Mar 2026
“Uncertainty Is the New Certainty”: Bain Explains Why B2B CX Strategies Must Become More Agile
Market volatility and smarter buyers are transforming B2B CX. Discover the key challenges and priorities for vendors navigating this shift.
Nicole Willing · 30 Mar 2026
Big CX News from Salesforce, Zendesk, NiCE & AWS
The biggest news and announcement from the world of CX: Salesforce, Zendesk, NiCE, AWS, Enterprise Connect
Rhys Fisher · 13 Mar 2026
Oracle’s CX Growth Lags Despite AI-Powered Cloud Surge
Oracle’s Fusion CX suite grew 6% YoY, trailing ERP and SCM growth, as the company accelerates AI adoption across cloud infrastructure.
Nicole Willing · 11 Mar 2026Big CX News from Verint, Salesforce, Santander & Mastercard
The latest major CX news from Verint, Salesforce, US Congress, Santander & Mastercard
Rhys Fisher · 6 Mar 2026
RocketPhone.ai Claims 1,100% Growth as Salesforce Buyers Demand Native AI
RocketPhone.ai reports 1,100% YoY customer growth, launches RocketVideo, and adds Sandyx.com expertise to expand conversation intelligence for Salesforce.
Rob Wilkinson · 5 Mar 2026Big 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 · 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 · 26 Feb 2026
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.
Nicole Willing · 25 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 · 19 Feb 2026
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.
Nicole Willing · 9 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 · 4 Feb 2026