News
Breaking developments, product launches, and major announcements shaping CX and AI
AI Strategy
+10
Jun 8, 2026
•
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
•
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
•
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
+12
May 27, 2026
•
2 min read
Fujitsu Powers Shift Towards Self-Improving Systems with Anthropic Partnership
Fujitsu’s latest AI announcements suggest enterprise AI is evolving beyond static copilots towards adaptive systems designed to continuously learn, optimise workflows, and operate safely at scale
AI Strategy
+11
May 27, 2026
•
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
+11
May 26, 2026
•
2 min read
Gartner: One-Size Governance Will Kill Your AI Agent Programme
New research warns that applying uniform controls across all AI agents is a leading cause of enterprise failure
AI Strategy
+12
May 25, 2026
•
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
+10
May 19, 2026
•
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
•
2 min read
Sinch Finds 73% Rolled Back AI Customer Agents as Governance Realities Hit Home
New research from Sinch points to a governance crisis in CX AI, with infrastructure problems at the root
AI Strategy
+11
May 18, 2026
•
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
•
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
•
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
•
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
AI Strategy
+11
May 8, 2026
•
2 min read
Google Cloud Deepens Retail AI Push with OTB Group Virtual Try-On Launch
How Google Cloud is building the infrastructure for personalised commerce, one partnership at a time
