News

News

• July 28, 2026 28 Jul'26

  Adobe releases AI search product catalog optimization tool

  Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit.

• July 27, 2026 27 Jul'26

  All agentic AI data access, orchestration hinges on these two standards

  A vibe check on the state of the two foundational generative AI standards.

• July 21, 2026 21 Jul'26

  Acquia talks how vibe coding, Hermes agents build the next content AI

  Acquia AI tools are built with -- you guessed it -- a heavy dose of AI.

• July 15, 2026 15 Jul'26

  World leaders confront AI layoffs; more in store for contact centers

  Apprenticeship may solve the problem of training new contact center hires after AI vacuums up all the entry-level jobs humans now perform.

• July 14, 2026 14 Jul'26

  Oracle AI agent builder brings no-code, low-code and pro-code together

  AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance.

• July 08, 2026 08 Jul'26

  The AI handshake: More MCP interoperability for Salesforce's Slackbot

  MCP is now table stakes, just like APIs had to be back in the early era of microservices.

• June 30, 2026 30 Jun'26

  Genesys acquires Pinkfish to speed up contact center AI deployments

  Genesys jump-starts its agentic toolkit.

• June 25, 2026 25 Jun'26

  CVS Health tackles tactical agentic AI rollouts for healthcare

  With Salesforce Agentforce Health, CVS Health plans to stitch together provider, insurance and pharmacy data to make processes more efficient for customers.

• June 25, 2026 25 Jun'26

  Salesforce productizes its own customer service AI agent for users

  Salesforce also becomes the latest CX tech vendor to try its hand at outcomes-based pricing.

• June 18, 2026 18 Jun'26

  SHRM CEO gives HR needed pep talk amid bad rap, AI challenges

  Keynote urging emphasis on work as well as people comes a day after HR association released a worker survey showing low AI adoption and an alarming incidence of prohibited AI use.

• June 18, 2026 18 Jun'26

  HR must have a say in AI policy to forestall legal risks

  In this Q&A, employment attorney Deepa Menon explains the legal risks of using AI for workforce decisions and why lawyers, HR and IT must agree on a framework before implementing AI.

• June 18, 2026 18 Jun'26

  HR leaders weigh in on the reality of AI initiatives

  At the SHRM Annual Conference, HR leaders discussed the reality of how AI is playing out at their organizations during a panel.

• June 18, 2026 18 Jun'26

  Adobe previews answer engine optimization, agentic AI creative tools

  Semrush integration with LLM Optimizer is quickly productized; Creative Agent propagates Adobe app functionality and AI chat interfaces such as ChatGPT, Copilot and Claude.

• June 16, 2026 16 Jun'26

  Salesforce plans to acquire Fin agentic customer service AI

  Irish CX tech company Fin, long known as Intercom until a rebrand last month, promises to jump-start Salesforce's agentic customer service business.

• June 12, 2026 12 Jun'26

  Adobe releases Coworker marketing orchestration 'super agent'

  Meet "Coworker," Adobe's answer to multi-agentic marketing workflows.

• June 08, 2026 08 Jun'26

  Pegasystems refines Blueprint agent builder, expands marketing tools

  Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries.

• June 04, 2026 04 Jun'26

  Sitecore acquires Scrunch for answer engine optimization

  Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform.

• June 02, 2026 02 Jun'26

  Hyland releases AI agent platform and vertical integrations

  Can Hyland be all things to all customers?

• May 28, 2026 28 May'26

  SAP Sapphire 2026 news, trends and analysis

  Here are the newest developments from SAP Sapphire in Orlando, Fla., with the enterprise software vendor's 2026 announcements and our writers' takes on the news.

• May 22, 2026 22 May'26

  Disrupted by AI, SAP grapples with exposing its ERP data

  Customers enticed by third-party AI apps might go elsewhere for ERP if SAP doesn't foster a healthy partner ecosystem that can access the wealth of data stored in its platforms.

• May 21, 2026 21 May'26

  Dell pushes AI personalization, but data hurdles remain

  Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts.

• May 21, 2026 21 May'26

  Docusign upgrades AI-fueled contract management platform

  Docusign moves further into electronic signature- adjacent tech territory, taking on the likes of Salesforce, Oracle, ServiceNow, Adobe and a host of smaller competitors.

• May 19, 2026 19 May'26

  Zendesk adds AI tools in pursuit of autonomous service

  Zendesk makes the case for an autonomous service workforce for customer and employee experience.

• May 13, 2026 13 May'26

  Workday embeds Sana AI for HR inside Microsoft Copilot

  Employees can get answers to questions about vacations, expenses and other topics from the Copilot query line.

• May 13, 2026 13 May'26

  The AI technology behind SAP's Autonomous Enterprise pitch

  Product management VP Richard Grandpierre explains Joule Work, RPT-1 upgrades, deployment options and what giving AI to on-premises customers means for the 2027 S/4HANA deadline.

• May 13, 2026 13 May'26

  How SAP sees the future of HR in the age of AI

  SAP SuccessFactors chief product officer Daniel Beck discusses SAP's acquisition of SmartRecruiters, AI bias in recruiting and how he thinks HR will change in the age of AI.

• May 12, 2026 12 May'26

  SAP unveils agentic AI tools to partially automate ERP suite

  Major upgrades to Joule UI and Studio developer tool and 50 new teams of agents for typical tasks across five key business processes rely on a data foundation said to be unified.

• May 12, 2026 12 May'26

  SAP rolls out customer experience AI agents, assistants

  SAP woos users with more tools to plug customer experience into back-end ERP data.

• May 08, 2026 08 May'26

  ServiceNow AI push exposes different priorities in HR and IT

  While the vendor introduced AI agents that can cross departments to execute common HR processes, experts noted the risks HR departments face when adopting the technology.

• May 07, 2026 07 May'26

  Twilio revamps, updates customer engagement platform

  The next-generation platform comes after a couple of years of soul-searching at Twilio.

• May 05, 2026 05 May'26

  ServiceNow's Autonomous CRM takes aim at Salesforce

  ServiceNow adds CRM and marketing automation features to its stack.

• May 01, 2026 01 May'26

  Amazon Connect Talent: AWS enters AI interviewing market

  AWS tosses its hat into a somewhat mature -- and crowded -- enterprise tech ring.

• April 29, 2026 29 Apr'26

  Agentforce Operations tackles workflow orchestration

  Agent bundle, with some vertical-industry customizations, reaches across back-office applications to automate processes.

• April 27, 2026 27 Apr'26

  As Claude Design debuts, Adobe users -- and buyers -- shrug

  Is "democratizing taste" in design a good thing?

• April 20, 2026 20 Apr'26

  Adobe defines its AI-powered customer experience platform

  Adobe previews and releases elements of CX Enterprise at Summit.

• April 17, 2026 17 Apr'26

  How to escape agentification pilot purgatory for scalable AI

  Deloitte exec says redesigning work is key and explains how to do it without stoking job-loss fears -- but only after a rigorous goal-setting process that sets clear priorities.

• April 15, 2026 15 Apr'26

  Salesforce releases Agentforce dev tools, updates Agent Fabric

  Salesforce provides more observability, availability and some declarative control over AI agents.

• April 14, 2026 14 Apr'26

  HubSpot builds answer engine optimization into its platform

  HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops.

• April 13, 2026 13 Apr'26

  Lenovo deploys AI data agent for marketing, UX, e-commerce

  Lenovo's global e-commerce chief operating officer outlines how agentic AI enables more employees to access crucial data stores for marketing and UX.

• April 09, 2026 09 Apr'26

  Sitecore CEO: Marketing, content, experience AI prime focus

  "Our product isn't a product without AI in it." But it's not the SaaSpocalypse, either.

• April 02, 2026 02 Apr'26

  Box consolidates AI tools, adds 'super agent' for complex tasks

  Box Enterprise Plus and Enterprise Advanced users can take new AI functionality for a spin.

• March 24, 2026 24 Mar'26

  Salesforce adds Agentforce agentic AI to SMB packages

  Salesforce sets up its SMB customers with Agentforce.

• March 24, 2026 24 Mar'26

  Oracle calls Fusion Agentic Applications next-level AI for ERP

  Analysts concur that the 22 new applications represent a significant leap from narrowly focused AI to teams of agents that coordinate tasks to achieve business objectives.

• March 18, 2026 18 Mar'26

  RingCentral AIR Pro automates CX with agentic agents

  RingCentral launched AIR Pro, an agentic AI platform to autonomously handle customer interactions with enterprise integrations, prebuilt agents and no-code tools.

• March 18, 2026 18 Mar'26

  Qualtrics expands synthetic research marketing, testing tech

  Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX.

• March 17, 2026 17 Mar'26

  Mitel elevates hybrid cloud control with Edge and WX

  Mitel Edge and WX enable organizations to maintain control of critical systems while taking advantage of AI for streamlined workflows and communication.

• March 17, 2026 17 Mar'26

  Workday's new (old) CEO reveals Sana agentic AI updates

  Doing work in Workday could become simpler with agentic AI.

• March 16, 2026 16 Mar'26

  Zoom integrates agentic AI across platform portfolio

  AI Companion 3.0 is breaking down communications silos across meetings, calls, chat and contact center. New custom AI agents also automate sales, IT and marketing workflows.

• March 16, 2026 16 Mar'26

  Everything Enterprise Connect 2026: News, trends and insights

  Check out the latest news and analysis from Enterprise Connect, the largest enterprise communications, customer experience and collaboration event in North America.

• March 12, 2026 12 Mar'26

  Stitch Fix's AI brand agent -- with human help -- nails the look

  You can't legislate good taste, but you can have agentic AI steer customers into it.

• March 12, 2026 12 Mar'26

  Agentforce Contact Center brings native CCaaS to Salesforce

  Salesforce launches Agentforce Contact Center, a native CCaaS platform that unifies voice, AI, CRM and digital channels to deliver personalized, proactive customer service.

• March 06, 2026 06 Mar'26

  Pegasystems adds vibe coding to Blueprint app builder

  Pega Blueprint combines conversational code with drag-and-drop feature editing.

• March 05, 2026 05 Mar'26

  Salesforce rolls out Agentforce Health AI agents

  Agentforce Health updated to automate more processes.

• March 03, 2026 03 Mar'26

  SAP renames Emarsys SAP Engagement Cloud

  The legacy of SAP's Qualtrics acquisition is complete.

• February 25, 2026 25 Feb'26

  Salesforce acquisition of Momentum to boost sales functions

  Salesforce to add AI-powered revenue orchestration to sales features.

• February 20, 2026 20 Feb'26

  Oracle drops a truckload of CX-centric generative AI agents

  Oracle's tactical deployment of AI boosts Fusion Cloud Applications for sales, service and marketing.

• February 17, 2026 17 Feb'26

  Salesforce's acquisition of Cimulate to boost AI shopping

  Agentforce Commerce is the beneficiary of Salesforce's latest startup buy.

• February 03, 2026 03 Feb'26

  Vendors hawk everything AI; retailers take measured approach

  The vendors will build it, but will the retailers come?

• January 15, 2026 15 Jan'26

  Box releases Box Extract, its AI metadata agent

  Line-of-business Box users can now tag contracts, reports and other commonly used docs with plain-language instructions, which an agent processes.

• January 14, 2026 14 Jan'26

  Slackbot's agentic AI makeover gives users their copilot

  Slack's chat assistant morphs into an agent.

• January 10, 2026 10 Jan'26

  E-commerce AI the focus of Salesforce Agentforce updates

  Salesforce updates Agentforce Commerce with AI tools for personalization.

• January 08, 2026 08 Jan'26

  SAP previews AI-native systems for retailers

  SAP makes AI the focus of retail vertical updates.

• December 29, 2025 29 Dec'25

  Agentic orchestration, the next AI issue for CIOs to tackle

  Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.

• December 18, 2025 18 Dec'25

  Agentic AI security focus of ServiceNow acquisition targets

  ServiceNow attempts to build one (secure) platform to rule them all.

• December 18, 2025 18 Dec'25

  Hyland continues pivot to AI-fueled enterprise platform

  Can a fragmented ECM landscape support agentic AI? Hyland's Jitesh Ghai believes it can be done.

• December 15, 2025 15 Dec'25

  What Salesforce's AI agents can do for nonprofits

  Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.

• December 11, 2025 11 Dec'25

  Salesforce adds Informatica to Data 360, MuleSoft fold

  Informatica brings a potentially stronger data foundation to Data 360 and, by extension, Agentforce.

• November 30, 2025 30 Nov'25

  AWS loads Amazon Connect with customer service AI agents

  AWS brings AI agents to Amazon Connect.

• November 26, 2025 26 Nov'25

  Microsoft bets on human-agent team collaboration

  At Microsoft Ignite, executives outlined the future of human-agent collaboration where AI agents are gaining specialized roles to enhance team collaboration.

• November 26, 2025 26 Nov'25

  Toyota's plan for contact center AI deployment

  Toyota wants to enable its contact center agents to provide better service, not eliminate their jobs. How AI figures in.

• November 20, 2025 20 Nov'25

  Adobe bolsters AI SEO with planned $1.9B Semrush acquisition

  AI is eating web traffic. The Adobe-Semrush merger might help marketers adapt their strategies.

• November 18, 2025 18 Nov'25

  OpenText users get their Aviator enterprise content AI platform

  OpenText: More homegrown AI tools, fewer acquisitions.

• November 12, 2025 12 Nov'25

  Cisco embeds agentic AI across customer journey

  Agentic AI is reshaping CX by enabling proactive, personalized support. But it's important to balance AI automation and human expertise for complex customer needs.

• November 12, 2025 12 Nov'25

  The CX universe takes on healthcare with agentic AI

  Ready or not, CX tech vendors are tackling healthcare with agentic AI.

• November 04, 2025 04 Nov'25

  At TechEd, SAP continues to lay down the AI data foundation

  New tools to speed up agentic AI development, open SAP platforms and provide access to data products were also touted as helping companies get business value from their AI.

• October 28, 2025 28 Oct'25

  Adobe advances GenStudio AI for video, Firefly, and ad prep

  Adobe builds more agentic AI, other features into GenStudio; also introduces Firefly Foundry to host complex AI models for large customers.

• October 16, 2025 16 Oct'25

  Oracle shifts focus of Fusion Cloud Applications to AI agents

  Oracle Cloud Infrastructure and AI-enriched versions of the flagship database also saw major improvements as Oracle strengthened its claim to be the only full-stack AI provider.

• October 13, 2025 13 Oct'25

  Salesforce to release Agentforce 360, Slack agents

  Salesforce renames Data Cloud yet again, and ports many sales, marketing, HR and more functions to Slack via agentic AI.

• October 09, 2025 09 Oct'25

  Salesforce rolls into ITSM with Slack-based agentic AI platform

  Salesforce hopes to turn Slack customers into ITSM users.

• October 08, 2025 08 Oct'25

  SAP pitches role-based Joule assistants as ERP work partners

  New AI-driven applications for supply chain, procurement and CX also shared the spotlight as SAP strives to portray its broad portfolio as a fully integrated SaaS suite.

• October 07, 2025 07 Oct'25

  Oracle adds AI agents to Fusion CX applications cloud stack

  Oracle beefs up agentic AI capabilities for users of CX Fusion apps.

• October 06, 2025 06 Oct'25

  SAP CX adds loyalty management, AI agents

  SAP lands and expands its CX lineup with agentic AI.

• September 30, 2025 30 Sep'25

  Contentsquare previews agentic AI-driven content analytics

  Content analytics can be complicated, but natural language and agentic AI can simplify the process.

• September 30, 2025 30 Sep'25

  ServiceNow makes the case to users for AI management

  ServiceNow keeps up its campaign to own AI orchestration, challenges Salesforce with new CRM tools as Salesforce claps back with its own ITSM offering.

• September 29, 2025 29 Sep'25

  Sprinklr adds AI agents for marketing, CCaaS, more

  Sprinklr users get their AI agents for marketing, service and customer feedback, custom-tuned to verticals.

• September 24, 2025 24 Sep'25

  Sitecore CEO: Embedded agentic AI is the future of business

  As AI disrupts website traffic and remakes marketing techniques, Sitecore CEO Eric Stine discusses the future of agentic AI for customer experience.

• September 16, 2025 16 Sep'25

  Workday previews a dozen AI agents, acquires Sana

  Workday previews 12 agents, with a 13th pending completion of Paradox acquisition.

• September 16, 2025 16 Sep'25

  There are '50 shades of clean core' for SAP customers

  In this Q&A, Michael Lemashov and Denis Malov of JDC Group discuss the strategies for SAP customers to achieve a clean core and introduce tech like AI into legacy systems.

• September 11, 2025 11 Sep'25

  Box upgrades AI document extraction and security services

  Box dives into agentic AI for enhanced security and intelligent document processing.

• September 10, 2025 10 Sep'25

  Adobe releases AI marketing agents, orchestration platform

  Adobe users can now orchestrate prefab AI marketing agents, and soon will be able to create their own.

• September 09, 2025 09 Sep'25

  Genesys updates contact center AI agent, orchestration tools

  Genesys will add AI orchestration and agentic interoperability capabilities.

• September 03, 2025 03 Sep'25

  HubSpot adds 200 features to platform, much of it agentic AI

  HubSpot adds to its Breeze agentic AI componentry.

• August 28, 2025 28 Aug'25

  Salesforce Agentforce for Public Sector woos government users

  Salesforce sets up MCP servers and testing environments for AI agents, and customizes Agentforce for the government vertical.

• August 21, 2025 21 Aug'25

  Proposed U.S. law targets contact center AI, offshoring

  Contact centers are in the sights of bills before the House and Senate with bipartisan support.

• August 20, 2025 20 Aug'25

  GenAI makes its way into Microsoft Excel, Adobe Acrobat Studio

  The new AI features transform documents and spreadsheets into interactive tools that enhance productivity and streamline workflows across industries.

• August 19, 2025 19 Aug'25

  AI agents evolve how automated customer service works

  Thrive, a managed services provider, discusses real-world applications of AI agents for customer service.

• August 18, 2025 18 Aug'25

  AI tackles customizations in SAP clean core migrations

  New tools from Lemongrass and Kyndryl are designed to find custom code and figure out what to do with it when moving to a clean core in S/4HANA Cloud transition.

• August 12, 2025 12 Aug'25

  'AI receptionist' IVR takes flight with customer service

  Traditional rules-based interactive voice response technology could be on its way out.

• August 08, 2025 08 Aug'25

  AI and ERP: The digital labor evolution in manufacturing

  Despite hype and growing pains, agentic AI finds a home in the enterprise with manufacturing process functionality.

• August 05, 2025 05 Aug'25

  Salesforce, ServiceNow invest in Genesys agentic AI workflow

  Two rivals pump cash into CCaaS leader Genesys in hopes that their respective AI agents grow roots into its users' contact centers.