Customer Relationship Management
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SAP's CX Vision for Its Autonomous Enterprise Gets Product General Availability Timeline at Connect 2026SAP’s announcements at SAP Connect 2026 made the company’s Autonomous CX vision more tangible through expanded Joule assistants, ERP-connected commerce, and order... |
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HubSpot UNBOUND 2026 Repositions Its CRM for the Agentic EraAt UNBOUND 2026 (formerly INBOUND), HubSpot presented what it described as its most foundational product release in years. The announcements intend to reposition HubSpot... |
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Dreamforce 2026 Positions Salesforce for the Post-CRM-Interface EraDreamforce 2026 shows Salesforce adapting to a post-CRM-interface era in which customer work increasingly begins in conversational environments such as Copilot, Claude,... |
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K:BOS 2026 Demonstrates Klaviyo’s Marketing-Service Flywheel for Autonomous B2C CRMK:BOS 2026 showcased Klaviyo’s product velocity, as it builds a marketing-service flywheel to support its autonomous B2C CRM platform. |
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Salesforce Is Putting Deflection-Era Customer Service on NoticeSalesforce is repositioning Agentforce Service around customer resolution rather than case deflection. Its announcements include Agentforce Help Agent, $2 resolution... |
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Salesforce Enters the Agentic Era With Agentforce ’26At Agentforce World Tour 2025, Salesforce outlined its vision for the agentic AI era through Headless 360, ecosystem partnerships, and platform consolidation, while raising... |
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Zendesk Bets on AI That Solves, Not Just DeflectsAt Relate 2026, Zendesk pulled its agentic AI story together under a new “autonomous service workforce” label. Outcome-based pricing isn’t actually new in this market.... |
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Contact Center as a Service Selection Guide – Phases 1-3This buyers guide provides a structured, phased approach to building a business case, defining requirements, evaluating vendors, and preparing for AI-driven omnichannel... |
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Contact Center as a Service Selection GuideOrganizations are under pressure to modernize customer service while navigating a crowded and rapidly evolving contact center as a service (CCaaS) market. Vendor... |
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CCaaS RFP Requirements ListThis Excel-based workbook translates organizational needs into detailed functional and technical requirements that support vendor evaluation. |
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