Customer Platforms
Customer platforms sit at the heart of modern customer experience. Explore how CRM systems, customer data platforms, marketing automation tools, and CX technology are evolving with AI to improve customer engagement, streamline data integration, and support more personalised, connected experiences across every stage of the customer lifecycle.
AI Strategy
+10
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
AI Strategy
+12
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
AI Strategy
+11
Jun 1, 2026
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3 min read
Afiniti’s New AI Decisioning Platform Reflects a Changing Contact Centre Market
As AI agents become commonplace, the focus is moving from managing interactions to deciding what should happen next
AI Strategy
+11
May 27, 2026
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3 min read
Capacity Launches AI Analytics Assistant as Conversational Interfaces Replace the Dashboard
A new conversational analytics feature from the CX automation platform reflects a broader movement in how enterprise data is accessed and understood
AI Strategy
+12
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
AI Strategy
+11
May 22, 2026
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2 min read
Kore.ai's Artemis Signals the Next Enterprise AI Battle: Owning the Agent Layer
As enterprise AI moves from standalone assistants to interconnected agent ecosystems, Kore.ai is staking its claim to be the platform that governs and orchestrates them
AI Strategy
+10
May 19, 2026
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2 min read
Gartner: Global AI Spend to Rise 47% but Enterprises Still Holding Back
New Gartner figures confirm surging investment, but evidence of measurable returns for businesses remains uncertain
AI Strategy
+11
May 18, 2026
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2 min read
Fin Launches Operator: an AI Agent to Manage Customer Support AI
The new agent handles everything from knowledge base management to AI configuration
AI Strategy
+10
May 15, 2026
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2 min read
Avaya Infinity Brings Contact Centre AI to avatarin's Robots
The partnership marks one of the first deployments of contact centre technology inside physical AI robots
AI Strategy
+10
May 15, 2026
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2 min read
Cisco Cuts 4,000 Jobs on a New Strategic Path. Is CX Being Left Behind?
Despite record revenue, the networking giant is repositioning for an AI infrastructure future
AI Strategy
+16
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
AI Strategy
+14
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
