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Three predictions for 2026 are offered for CX technology markets: 1. No new unified CX category will appear; 2. Speed of adoption for AI solutions (especially agentic AI...
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Amazon Connect emerged as a significant beneficiary to product announcements at AWS’s re:Invent 2025 conference. However, the solution’s architecture still straddles CCaaS...
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This technology note evaluates Salesforce’s Agentforce 360 launch, asking: Has the Salesforce platform changed beneath the marketing? What market dynamics have compelled...
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Ignite’s launch of Microsoft Foundry reshapes Dynamics 365’s front-office role; users are being shifted to a Copilot conversational interface supported by AI agents while...
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Klaviyo is positioning itself as the go-to CRM for B2C retailers, helping brands deliver a seamless customer experience from start to finish. Its technology bridges...
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NiCE’s 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company’s momentum highlights not only innovation potential but also...
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Dialpad has launched an agentic AI platform, extending its unified communications capabilities into autonomous AI operations for customer experience. Dialpad’s phased...
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Zendesk’s virtual AI Summit introduced the Resolution Platform, next-generation Voice AI Agents (entering early access in January 2026), and new AI-driven modules developed...
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In 2025, Salesforce launched its Next Gen Marketing Cloud, debuting a new “agentic marketing” model in which autonomous AI agents independently build, personalize, and...
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The Canadian leg of Microsoft’s AI Tour presented a “Copilot everywhere” strategy for “frontier firms.” While data sovereignty was a primary message, important...
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