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
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
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
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
Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions
Personal AI agents could assess offers and manage service requests, forcing brands to rethink their entire CX strategies.
Francesca Roche · 11 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
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
Amperity Customer Data Cloud: The 2026 Roadmap Bet on Real-Time Context and Identity AI
Amperity customer data cloud is betting on real-time customer context and identity resolution to solve the CDP problem.
Rebekah Carter · 27 Jul 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
Databricks CustomerLake Puts Customer Data Governance Back on the Banking CX Agenda
Is Databricks CustomerLake governed enough for banking and financial institutions? Here's what you need to know.
Rebekah Carter · 21 Jul 2026
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 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'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
Databricks Signals a New Era for CDPs By Launching CustomerLake
Databricks enters marketing software with CustomerLake, an AI-native CDP designed to unify fragmented data and personalize CX.
Francesca Roche · 17 Jun 2026
Why Is Your Community Strategy Controlled by Algorithms You Don’t Own?
Learn how social media algorithms impact community growth, and how to shift from rented reach to digital audience ownership.
Sophie Wilson · 9 Jun 2026
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.
Sophie Wilson · 5 Jun 2026
The Activation Gap: Why 78% of Martech Stacks Fail to Support Business Goals
A new 2026 report reveals why 78% of leaders struggle with martech stack ROI. Discover how to close the activation gap and generate value.
Sean Nolan · 28 May 2026
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.
Sophie Wilson · 28 May 2026
Are CVSS Scores Becoming an Obsolete Metric?
Security leaders debate whether CVSS scoring still works as AI reshapes vulnerability discovery and exploit timelines.
Francesca Roche · 27 May 2026
How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History
Learn how to build a real-time customer data layer using events and identity resolution, so profiles reflect live behavior, not history.
Sophie Wilson · 21 May 2026
Why Does Your Customer Data Strategy Create More Noise Every Time You Add More Data?
More customer data can reduce insight. Learn how to cut noise, boost signal quality, and restore CX data clarity in enterprise stacks.
Sophie Wilson · 14 May 2026
Your CRM Isn’t a Source of Truth - It’s a System for Scaling Customer Confusion
CRMs often scale duplicate, stale data. Learn why customer views conflict and how governance restores a reliable source of truth.
Sophie Wilson · 7 May 2026
Microsoft Expands AI Capabilities Across Sales and Customer Experience
Microsoft introduces agentic CX solutions that enable real-time insights, proactive sales actions, and conversational customer journeys.
Francesca Roche · 28 Apr 2026
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.
Sophie Wilson · 28 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 · 22 Apr 2026
Why Identity Resolution Is the Hardest Problem in CX Today
Identity resolution is the top CX blocker. Learn identity graphs, matching rules, and governance to build a unified customer profile.
Sophie Wilson · 21 Apr 2026
Is Your Data Stack Ready for Real-Time Journey Orchestration?
Can your stack support real-time customer journey orchestration? Use this framework to assess data, identity, and activation readiness.
Sophie Wilson · 20 Apr 2026
How Secondary Ticket Platforms Are Rebuilding Customer Trust in 2026
Resale platforms face trust challenges driven by uncertainty, fragmentation, and customer perception when rebuilding CX confidence.
Francesca Roche · 17 Apr 2026
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI customer journeys fail when automation is layered onto broken processes. Simon Thorpe explains why governance and workflows matter.
Nicole Willing · 17 Apr 2026
After Its IgniteTech Acquisition, Khoros Unveils Aurora AI and Iris AI
Khoros launches Aurora AI and Iris AI as IgniteTech’s AI-native strategy takes shape across enterprise community and social engagement.
Sophie Wilson · 15 Apr 2026
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.
Sophie Wilson · 14 Apr 2026
Why Personalization Is Driving Fatigue Instead of Engagement
AI personalization can overwhelm customers. Learn how customer journey orchestration uses suppression and next best actions to reduce fatigue.
Sophie Wilson · 13 Apr 2026
Orchestrating Customer Journeys Without Disruption
For many enterprises, the default approach to improving customer experience has been to add more technology. CRM platforms, marketing automation tools, analy...
Nicole Willing · 13 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
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys
In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why f...
Nicole Willing · 7 Apr 2026
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.
Sophie Wilson · 7 Apr 2026
Are AI Agents Creating Customer Journeys You Can’t Control?
AI customer journey orchestration helps unify data, decisions, and actions to prevent fragmented CX and improve AI-driven customer engagement.
Sophie Wilson · 6 Apr 2026
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
Rhys Fisher · 2 Apr 2026
What Are The Top Customer Data Management Use Cases Transforming CX in 2026?
Customer data management use cases are reshaping CX in 2026. Explore how CDPs improve personalization, compliance, and engagement.
Sophie Wilson · 1 Apr 2026
Which Customer Journey Orchestration Use Cases Cut Costs Fastest? Real Examples Driving ROI in 2026
Customer journey orchestration examples show how Adobe, Salesforce, Microsoft, Pega, and Genesys drive ROI with real-time engagement.
Sophie Wilson · 31 Mar 2026
Bandwidth Backs Salesforce Agentforce Contact Center with Voice and Messaging Infrastructure
The partnership will help Salesforce scale Agentforce Contact Center with enterprise-grade communications infrastructure from Bandwidth.
Francesca Roche · 31 Mar 2026
Why Real-Time Customer Engagement Still Breaks in 2026 - And How CX Leaders Fix It
Real-time customer journey orchestration depends on fast data, CDPs, and event-driven architecture to deliver timely, relevant CX.
Sophie Wilson · 30 Mar 2026
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.
Sophie Wilson · 30 Mar 2026
The Connective Tissue of CX: Solving IT Fatigue with Interoperability
For years, enterprises have treated customer experience transformation as a technology problem. New platforms have promised richer engagement, more channels ...
Nicole Willing · 30 Mar 2026
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.
Sophie Wilson · 26 Mar 2026
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.
Sophie Wilson · 26 Mar 2026
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.
Sophie Wilson · 26 Mar 2026
What Do These Reports Agree On About The Future Of CX and Customer Journey Orchestration?
AI in customer engagement is shifting to real-time personalization and orchestration, as Deloitte, McKinsey, and Salesforce reveal.
Sophie Wilson · 26 Mar 2026
What Are The Biggest Customer Engagement Trends 2026 Buyers Can’t Ignore If They Want Happier Customers?
Customer engagement trends 2026 highlight AI, orchestration, and real-time personalization as key to delivering faster, smarter CX.
Sophie Wilson · 26 Mar 2026
The "Real-Time" Lie: Inside the Latency, Data Quality, and Identity Gaps Breaking CX Decisioning
AI promises real-time CX, but fragmented data and identity issues persist. Learn where decisioning breaks down and how leading teams fix it.
Nicole Willing · 26 Mar 2026
Treasure Data Unveils Agentic AI Command Interface for CDPs
Treasure Code applies agentic AI to streamline customer data platform operations as CDPs grow more complex in CX stacks.
Nicole Willing · 24 Feb 2026
Gartner Magic Quadrant for Customer Data Platforms (CDPs) 2026: The Rundown
The 2026 Gartner Magic Quadrant for CDPs reveals a market split between platformization and agentification. Salesforce, Hightouch, Oracle, and Uniphore lead, while Tealium drops to Challenger. See the full analysis.
Rhys Fisher · 9 Feb 2026
Twilio Brings Customer Data Tools to AEG’s Sports and Entertainment Operations
Customer data drives Twilio’s expanded AEG deal, connecting ticketing, live events, and sports teams for tailored fan experiences.
Nicole Willing · 21 Jan 2026
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Salesforce and the World Economic Forum launch EVA, an agentic assistant built on Salesforce Agentforce 360 for Davos 2026, using AI and Data 360 to personalise schedules, navigation, and briefing documents for 3,000 attendees and showcasing a new model for large-scale CX innovation.
Rob Wilkinson · 19 Jan 2026