CRM

Customer relationship management systems and their role in managing interactions and data

AI Strategy

Salesforce Wants Its CRM to Run the Agentic Enterprise

Sep 18, 2026

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3 min read

Salesforce Wants Its CRM to Run the Agentic Enterprise

AIforce, Koa, Claudeforce and new customer deployments show Salesforce moving beyond AI-powered CRM towards a platform where agents can access enterprise data and act on business processes wherever work happens

James Stephen

AI Strategy

+10

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

Aug 21, 2026

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2 min read

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

Salesforce is expanding Headless 360 across its platform, giving AI agents governed access to customer data, workflows and business capabilities without requiring them to operate inside traditional applications

James Stephen

AI Strategy

+12

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

Aug 7, 2026

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2 min read

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

HubSpot's latest earnings suggest AI adoption and operational outcomes are becoming key measures of performance for CRM vendors, alongside revenue and customer growth

James Stephen

AI Strategy

+12

Microsoft's Results Suggest AI Investment is Paying Off

Jul 30, 2026

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3 min read

Microsoft's Results Suggest AI Investment is Paying Off

Strong growth in Azure and Microsoft 365 Copilot demonstrate enterprise customers are increasingly willing to pay for AI, easing concerns about the scale of Microsoft's infrastructure spending

James Stephen

AI Strategy

+11

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

Jul 24, 2026

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3 min read

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

CEO Christian Klein says enterprise AI must be grounded in trusted business data, reflecting a broader industry move beyond generic AI tools.

James Stephen

AI Strategy

+10

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

Jul 8, 2026

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2 min read

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

The company appears to be building an autonomous customer platform fuelled by continuously growing customer context

James Stephen

AI Strategy

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

Jul 3, 2026

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2 min read

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

The move reflects a broader shift from analysing customer interactions to building AI systems that understand customer context before, during and after engagement

James Stephen

Customer Support

+10

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Jul 2, 2026

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2 min read

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

Governance, Microsoft 365 integration and expanded MCP support mark the shift from conversational copilot to operational agent

James Stephen

Explainer

+10

The Single Customer View: Myth or Reality?

Jul 2, 2026

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6 min read

The Single Customer View: Myth or Reality?

Why decades of investment still haven't delivered a complete customer picture, and how AI is redefining what "understanding the customer" actually means

James Stephen

Customer Support

+12

Jun 26, 2026

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2 min read

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Salesforce’s move appears to validate a broader trend towards outcome-based pricing models in CX AI

James Stephen

Customer Intelligence

+14

Customer Journey Orchestration: A CX AI Guide

Jun 25, 2026

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5 min read

Customer Journey Orchestration: A CX AI Guide

How AI is turning customer insight into real-time action across the customer lifecycle

James Stephen

AI Strategy

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Jun 17, 2026

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2 min read

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

The companies aim to create a shared data foundation that allows employees and AI agents to work from the same trusted information

James Stephen

AI Strategy

+10

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Jun 16, 2026

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2 min read

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Fin's technology strengthens Salesforce's push to make autonomous customer service a practical reality for large enterprises

James Stephen

AI Strategy

+10

Salesforce Showcases Agentforce Vision at the FIFA World Cup

Jun 8, 2026

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3 min read

Salesforce Showcases Agentforce Vision at the FIFA World Cup

The partnership puts agentic AI at the centre of one of the world's most complex customer experience environments

James Stephen

AI Strategy

+12

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

Jun 2, 2026

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2 min read

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

The deal suggests that AI agents require structured content infrastructure capable of assembling personalised experiences in real time

James Stephen

AI Strategy

+12

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

May 25, 2026

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3 min read

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

Salesforce's Vala Afshar explains the thinking behind its "Headless 360" strategy, pointing to a future where AI agents operate enterprise software directly

James Stephen

AI Strategy

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

May 22, 2026

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2 min read

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

The move is backed by expanded partnerships with Google Cloud, Microsoft, and AWS, as Salesforce doubles down on its argument that you cannot have trusted AI without trusted data

James Stephen

Chatbots & Virtual Agents

+13

Best AI Customer Service Software for Mid-Sized Businesses (2026)

May 14, 2026

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5 min read

Best AI Customer Service Software for Mid-Sized Businesses (2026)

Compare the best AI customer service software for growing businesses, including chatbots, automation, agent assist and omnichannel support

James Stephen

AI Strategy

+16

SAP Unveils the Autonomous Enterprise at Sapphire 2026

May 13, 2026

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2 min read

SAP Unveils the Autonomous Enterprise at Sapphire 2026

From a unified AI platform to voice-enabled agents and a €100 million adoption fund, SAP sets out its most ambitious vision yet for AI-run business operations

James Stephen

AI Strategy

+13

How to Prepare Customer Data for AI in Customer Experience

May 12, 2026

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4 min read

How to Prepare Customer Data for AI in Customer Experience

Customer data is the foundation of CX AI success. Learn how to clean, structure and unify customer data before deploying AI

James Stephen

AI Strategy

+14

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

May 12, 2026

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2 min read

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

Available 15 June, the Summer '26 update charts Salesforce's path to the agentic enterprise

James Stephen

CX Platforms

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

May 6, 2026

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2 min read

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

ServiceNow made the announcements at its customer and partner conference, Knowledge 2026

James Stephen

AI Strategy

Agentic AI in Customer Experience: What It Means for Brands in 2026

May 5, 2026

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5 min read

Agentic AI in Customer Experience: What It Means for Brands in 2026

How autonomous AI agents are transforming customer support, personalisation, and service operations in 2026

James Stephen

AI Strategy

Apr 27, 2026

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3 min read

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

With updates spanning contact centres, CRM and analytics, Microsoft is making a broader play for end-to-end customer experience AI

James Stephen

AI Strategy

Apr 14, 2026

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4 min read

Top 10 CX AI Tools in 2026

A curated guide to the top CX AI tools for customer support, personalisation, and analytics in 2026, with honest assessments of who each platform is suited for

James Stephen

CRM

Salesforce Wants Its CRM to Run the Agentic Enterprise

Salesforce is Turning the Headless Enterprise Into Platform-Wide Infrastructure

HubSpot Earnings Show How AI is Changing CRM Performance Metrics

Microsoft's Results Suggest AI Investment is Paying Off

SAP's Latest Results Reinforce Enterprise AI's Shift Towards Business Context

Klaviyo Expands Autonomous CRM Vision with AI Agents and Social Customer Intelligence

Zoom Extends Customer Intelligence Platform with Common Room Acquisition

Microsoft Makes Service Agent Generally Available Across Dynamics 365 and Microsoft 365

The Single Customer View: Myth or Reality?

Salesforce Launches Pay-Per-Resolution Customer Support Agent

Customer Journey Orchestration: A CX AI Guide

Salesforce and Databricks Partner to Tackle Enterprise AI's Data Challenge

Salesforce Acquires Fin to Accelerate Enterprise AI Agent Adoption

Salesforce Showcases Agentforce Vision at the FIFA World Cup

Salesforce's Contentful Acquisition Signals New CX AI Infrastructure Layer

"Agents Don't Need Dashboards": Inside Salesforce's Headless Enterprise Bet

Informatica from Salesforce Introduces 'First' Fully Headless Enterprise Data Management Platform

Best AI Customer Service Software for Mid-Sized Businesses (2026)

SAP Unveils the Autonomous Enterprise at Sapphire 2026

How to Prepare Customer Data for AI in Customer Experience

Salesforce Summer '26 Release: From Multi-Agent Orchestration to AI Collections

ServiceNow Launches Autonomous AI for Every Team and the Governance to Keep it in Check

Agentic AI in Customer Experience: What It Means for Brands in 2026

Microsoft Bets on Connection as Its CX AI Strategy Takes Shape

Top 10 CX AI Tools in 2026

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