Customer Relationship Management
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Cognigy 2026: Agentic AI for Outstanding Customer Care and Proactive Resolution Takes Center StageCognigy Nexus 2026 was held recently in Munich. The event highlighted a meaningful shift in the agentic market for AI-powered customer service, with NiCE focusing less on... |
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Enterprise Connect 2026: Agentic AI, Platform Consolidation, and the Future of Customer ExperienceThis note provides comprehensive coverage and evaluation of Enterprise Connect 2026, including vendor announcements and market trends. |
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Zoho’s Quiet Enterprise Coup: A Unified Platform Built for the AI EraZoho has quietly built a global footprint that most tech leaders underestimate. It isn't midmarket anymore, operating in 150+ countries, serving over a million businesses,... |
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Medallia’s Experience ’26 Conference Advances AI-Driven Topic Modeling and Embedded Action PlanningMedallia’s Experience ’26 conference announced five voice-of-customer product capabilities, with emphasis on AI-driven topic modeling and embedded action planning. While... |
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Does ServiceNow Actually Have a CRM?ServiceNow positions its CRM as a strategic platform extension, though its capabilities remain narrower than a traditional CRM. Yet, even if ServiceNow CRM is functionally... |
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Three Predictions for CX Technology Markets in 2026Three 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 – A Significant Beneficiary to Product Announcements at AWS's re:Invent 2025Amazon 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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Agentforce 360 – Marketing Ploy or Genuine Transformation?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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Microsoft Ignite Signals Transformation for Dynamics 365 and Front-Office WorkersIgnite’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 the CRM for the Retail Store of the FutureKlaviyo 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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