News

News

• 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.

• August 04, 2025 04 Aug'25

  SAP hopes SmartRecruiters buy will bolster SuccessFactors

  SAP is betting that acquiring SaaS talent acquisition provider SmartRecruiters will revive SuccessFactors in the agentic AI era.

• July 28, 2025 28 Jul'25

  Ultimo adds digital labor to org chart, EAM system

  The EAM vendor is building out a digital workforce at 'light speed' to become an AI-first business. It also wants to help customers move in a similar direction.

• July 24, 2025 24 Jul'25

  How Salesforce deploys its AI agents internally

  Is 30% to 50% of the work at Salesforce really done by AI, as CEO Marc Benioff claimed? We put that question to the company's chief digital officer.

• July 23, 2025 23 Jul'25

  Salesforce rewires Slack for agentic AI, enterprise search

  Slack gets AI infusion in Salesforce's runup to Dreamforce, chief product officer explains what's going on with data sharing outside Slack.

• July 21, 2025 21 Jul'25

  Microsoft SharePoint attacks target on-premises servers

  Thousands of organizations, including government agencies, running SharePoint on-premises are vulnerable after Microsoft issued a security alert warning of active attacks.

• July 17, 2025 17 Jul'25

  Lack of formal AI strategy holds back supply chain gains

  Only about one-fourth of supply chain executives have a formal AI strategy in place, according to new research from Gartner. That lack of planning is holding companies back.

• July 11, 2025 11 Jul'25

  'Click to Cancel' left to the states, for now

  'Click to Cancel' laws are still on the books in many states.

• July 08, 2025 08 Jul'25

  The road to agentic AI is paved with good data

  Structured data drives agentic AI.

• July 07, 2025 07 Jul'25

  Financial services giant Prudential crafts agentic AI strategy

  Like all technology deployments in highly regulated industries, agentic AI must be approached carefully.

• July 02, 2025 02 Jul'25

  IFS snaps up AI agent platform vendor TheLoops

  IFS beefs up its industrial AI agentic capabilities by acquiring TheLoops.

• June 26, 2025 26 Jun'25

  SAP agrees to allow Celonis data access until case resolved

  SAP agrees to allow Celonis customers to access data from its systems as their legal battle continues, but customers will be best served if the vendors resolve data access issues.

• June 25, 2025 25 Jun'25

  Genesys Cloud AI Studio enables generative AI agents

  Genesys enables custom generative AI agents for its users.

• June 24, 2025 24 Jun'25

  Salesforce Agentforce 3 lifts the hood on observability

  Agentforce 3, the latest agentic AI tool from Salesforce, focuses on observability and interoperability.

• June 17, 2025 17 Jun'25

  Adobe takes on AI search optimization with LLM Optimizer

  SEO isn't dead yet, but new tools are needed to optimize content for generative AI search engines.

• June 13, 2025 13 Jun'25

  Salesforce Marketing Cloud Next employs more agents, CDP

  Salesforce overhauls Marketing Cloud with agentic AI.

• June 12, 2025 12 Jun'25

  Lowe's SVP on AI's rosy future for e-commerce

  As AI evolves, its e-commerce applications multiply.

• June 03, 2025 03 Jun'25

  Acumatica sale to Vista expected to solidify its cloud ERP

  Acumatica's new ownership by Vista Equity Partners should result in increased investment in industry-specific functionality and AI capabilities, while maintaining independence.

• June 02, 2025 02 Jun'25

  Pegasystems expands agentic AI for business automation

  Agents are here -- but is prompting dead?

• May 30, 2025 30 May'25

  Grow with SAP fuels Phoenix Global's digital transition

  Phoenix Global implemented S/4HANA Cloud via Grow with SAP to replace outdated systems, digitize manual processes and enable AI capabilities for its metals and mining services.

• May 29, 2025 29 May'25

  Workday adds seven agents to Illuminate platform

  Workday expanded its Illuminate platform, adding new automation features for HR, finance and workforce management.

• May 27, 2025 27 May'25

  Salesforce to acquire Informatica in $8 billion deal

  A rumored $11 billion was too much last year, but $8 billion this year was too good to pass up.

• May 27, 2025 27 May'25

  How SAP sustainability software helps manage ESG programs

  Gunther Rothermel, who leads engineering for the SAP sustainability line, explains the challenges of regulatory reporting and what AI-infused tools can do to automate the process.

• May 21, 2025 21 May'25

  Microsoft agent design, Power Apps evolve in sophistication

  Microsoft bets big on agents and apps.

• May 21, 2025 21 May'25

  SAP retools its cloud-based ERP to ease migrations

  The software vendor aims to simplify the shift from on-premises systems with line-of-business bundles for finance, supply chain, HR, procurement and CX.

• May 21, 2025 21 May'25

  SAP sits Joule at the helm of apps, data 'flywheel'

  The vendor also made its Sapphire 2025 conference a showcase for solving AI data challenges with Business Data Cloud and integrated 'suites' of cloud applications.

• May 20, 2025 20 May'25

  SAP to add AI agents for catalogs, order management

  SAP deepens its footprint in agentic AI.

• May 19, 2025 19 May'25

  SAP should balance AI talk with customer concerns at Sapphire

  SAP will focus on Joule, agentic AI and Business Data Cloud at Sapphire; experts say it should also show how it can help customers deal with real-world issues.

• May 15, 2025 15 May'25

  Salesforce acquisition of Convergence adds Agentforce talent

  Salesforce beefs up its Agentforce engineering corps, leadership.

• May 15, 2025 15 May'25

  Box sets sights on agentic AI for enterprise content

  Box previews new AI agents.

• May 14, 2025 14 May'25

  Twilio updates conversational intelligence, expands CDP

  Twilio integrates its CDP and communications platform more closely.

• May 08, 2025 08 May'25

  The brutal customer experience lesson of Nike's RTFKT NFTs

  Nike sinks as Adidas rises in the NFT world.

• May 06, 2025 06 May'25

  Epicor ERP adds agentic AI capabilities for supply chain

  Epicor Prism's new agentic AI use cases aim to make supply chain processes more efficient and productive for its manufacturing customers.

• May 06, 2025 06 May'25

  ServiceNow rolls into Salesforce territory with CRM agentic AI

  ServiceNow makes its pitch to be a CRM, adding CPQ and order management features.

• May 06, 2025 06 May'25

  Salesforce releases Agentforce for HR, more

  Salesforce customizes its agents for more verticals and begins benchmarking its agentic AI.

• April 24, 2025 24 Apr'25

  Dropbox users get Dash generative AI video, image search

  Dropbox search extends to other apps such as Slack, Canva and Teams.

• April 23, 2025 23 Apr'25

  Avaya's Infinity rollout bolsters cloud, on-prem options

  After acquiring Edify CCaaS, Avaya gives users more hybrid cloud options.

• April 21, 2025 21 Apr'25

  ERP customers seek answers to AI questions before investing

  ERP customers say yes to AI investments, as long as they can realize efficiency and productivity gains.

• April 18, 2025 18 Apr'25

  Google Evolves Its CCAI Services to a Full CCAI Platform

  The expanded Contact Center AI (CCAI) is now a full end-to-end platform designed to help companies reimagine customer experiences.

• April 16, 2025 16 Apr'25

  Tariffs and CX: Hold on to customers during an economic storm

  Delivering excellent customer experience is a tough job on regular days. Now add rising prices because of tariffs.

• April 14, 2025 14 Apr'25

  AI provides foundation for Atlassian customer service app

  Atlassian will enter the world of customer service by extending its current internal ticketing tool to its users' customers.

• April 10, 2025 10 Apr'25

  HubSpot users get more Breeze generative AI agents

  HubSpot users get agents for sales, service and marketing.

• April 10, 2025 10 Apr'25

  Infor offers process mining, automation in CloudSuite ERP

  With Velocity Suite, Infor embeds process mining, automation and generative AI into its industry-specific CloudSuite ERP.

• April 09, 2025 09 Apr'25

  Salesforce adds Agentforce to field service verticals

  Salesforce spreads Agentforce's net to field service, across numerous industries.

• April 08, 2025 08 Apr'25

  The New Career Skills the AI Era Will Require

  Forget the classic STEM toolbox – according to pros at Enterprise Connect, these new areas of expertise will be in demand.

• April 08, 2025 08 Apr'25

  AI Could Be the Next Tech Wave -- But Only If We're Careful

  Before we can unlock AI’s full potential across enterprise and public sectors, there needs to be improvements in explainability, consistency, and control.

• April 07, 2025 07 Apr'25

  3 AI Copilot Rules: Be Selective, Train Users, Check Results AI Assistants for Knowledge Workers

  In the Enterprise Connect session “Making the Most of Your AI Assistant,” panelists shared the best practices that have proven most productive.

• April 07, 2025 07 Apr'25

  AI in 2025: Its Usefulness Is Triggered By Better Human Habits

  In Monday’s technical keynotes, speakers agreed that AI’s value and productivity in enterprise communications starts with mindful human work habits.

• April 04, 2025 04 Apr'25

  Where AI really fits into digital customer experience tech

  An interview with Calvin Cheng, partner at consultancy West Monroe, who works on digital strategy and CX teams.

• April 03, 2025 03 Apr'25

  We are Sorry, All Agentic AI Agents are Busy Now

  The underlying issue before anyone can embrace agentic AI is trust, which has to be earned -- both by customers and by the enterprise.

• March 27, 2025 27 Mar'25

  Tech buyers swamped with agentic AI choices

  Enterprise tech buyers, if you're overwhelmed by the array of autonomous AI platforms, it's not just you.

• March 27, 2025 27 Mar'25

  No Jitter Roll: Noting Some Key Product Themes at Enterprise Connect 2025

  Our post-show roundup highlights a few themes: the prevalence of ‘virtual agents,’ voice’s importance, using AI to score all calls and making AI available to everyone.

• March 26, 2025 26 Mar'25

  Past manufacturing disruptions a roadmap for Trump tariffs

  Manufacturers that survived COVID-19 disruptions are in good shape for what's to come, but don't expect jobs back in the U.S. anytime soon.

• March 19, 2025 19 Mar'25

  Process mining vendor Celonis sues SAP over data access

  Celonis slaps SAP with a lawsuit over third-party access to data for its process mining applications.

• March 18, 2025 18 Mar'25

  Adobe joins agentic AI fray with platform, prebuilt agents

  2025 is the Year of Agentic AI -- and it's only March.

• March 17, 2025 17 Mar'25

  Cisco makes Webex AI updates widely available

  The Cisco AI Assistant in Webex Contact Center and the Webex AI Agent for self-service customer support are now generally available. More AI features are coming.

• March 17, 2025 17 Mar'25

  Microsoft takes Teams Phone to Dynamics 365 Contact Center

  Microsoft's updates for Teams Phone include Dynamics 365 Contact Center integration and Copilot features to improve customer service.

• March 17, 2025 17 Mar'25

  Qualtrics releases employee, customer service AI agents

  Qualtrics joins the agentic AI free-for-all in CX.

• March 17, 2025 17 Mar'25

  Genesys, Google add to contact center generative AI services

  Genesys and Google roll out their next wave of AI tools for customer service.

• March 14, 2025 14 Mar'25

  AI in the workplace: Businesses brace for new rules

  States are tightening rules on AI in the workplace, while the federal government pushes for deregulation, setting up a battle over hiring and bias laws.

• March 11, 2025 11 Mar'25

  Marketers, stand down if your company cancels DEI programs

  Boycott or buycott, marketers need to sit this one out.

• March 07, 2025 07 Mar'25

  Amplitude voice of the customer capability targets 'rage close'

  Amplitude rolls out VOC features from Command AI acquisition.

• March 06, 2025 06 Mar'25

  SAP BDC strives to be an AI catalyst, but clarity is needed

  The new SAP Business Data Cloud promises to provide customers with a data platform that helps unlock enterprise AI value, but customer adoption is still in question.

• March 05, 2025 05 Mar'25

  Trump's DEI policy crackdown meets corporate resistance

  President Donald Trump has delivered a blistering attack against DEI policies. But data shows diversity helps businesses succeed, not flounder.

• March 05, 2025 05 Mar'25

  Salesforce banking on autonomous agents with Agentforce 2dx

  Salesforce keeps up torrid pace for agentic AI development.

• March 05, 2025 05 Mar'25

  Microsoft rolls out sales agents, connector to Salesforce

  Microsoft joins the autonomous sales agent fray.

• February 28, 2025 28 Feb'25

  Salesforce Agentforce AI update targets healthcare

  Salesforce customizes Agentforce for clinical care, public health and pharmaceuticals.

• February 27, 2025 27 Feb'25

  Data, training complexities make DIY AI agents difficult

  Agentic AI is complex, so choose your development path carefully.

• February 26, 2025 26 Feb'25

  Study: Workers will trade 25% of pay for remote, hybrid jobs

  Tech workers would take a pay cut for hybrid or remote jobs, but employers aren't lowering wages, suggesting that high demand isn't driving pay down.

• February 25, 2025 25 Feb'25

  Salesforce, Google ink $2.5B deal to bring Gemini to Agentforce

  The deal gives Salesforce customers multi-cloud and LLM flexibility.

• February 24, 2025 24 Feb'25

  Zendesk acquires Local Measure CCaaS, CX platform

  Zendesk expands its CCaaS capabilities with Local Measure acquisition.

• February 20, 2025 20 Feb'25

  Sitecore, Adobe update customer data platforms

  Adobe and Sitecore refresh CDPs for generative AI.

• February 20, 2025 20 Feb'25

  Goldberg: Practical value key for AI in NetSuite ERP

  In this Q&A, Evan Goldberg discusses the company's position as a SaaS ERP provider for SMBs, highlighting emerging AI features and collaboration with Oracle.

• February 14, 2025 14 Feb'25

  SAP data cloud, Databricks integration aims to unify AI data

  SAP unveiled a Business Data Cloud platform and Databricks partnership to support customers in AI projects, which analysts bill as an important evolution of data management.

• February 13, 2025 13 Feb'25

  Trump actions could undermine EEOC AI bias efforts

  The Trump administration has removed EEOC AI bias guidance. Experts say states and courts might take the lead in regulating AI hiring practices.

• February 07, 2025 07 Feb'25

  NetSuite adds more AI, introduces Anything-as-a-Service ERP

  NetSuite's Anything-as-a-Service Edition ERP is aimed at SMBs with hybrid, next-generation business models, a move that could be useful for growing customers.

• February 07, 2025 07 Feb'25

  Cybersecurity workforce bill faces Trump's cuts, freezes

  Trump's hiring freezes raise concerns as Republicans push to expand the cybersecurity workforce with candidates who've earned two-year degrees, aiming to fill critical job gaps.

• February 06, 2025 06 Feb'25

  Chief experience officer role evolves with new technologies

  Are you a futurist? The CXO role might be for you.

• February 05, 2025 05 Feb'25

  Workday layoffs nearly offset last year's hiring

  Workday cut 1,750 jobs to shift focus to AI growth. The HR software vendor calls it a strategic move, as vendors ramp up AI-related competition.

• February 05, 2025 05 Feb'25

  Rise with SAP will extend support deadline -- for some

  SAP will offer extended ECC support to some customers with large and complex systems through a Rise with SAP subscription service.

• February 04, 2025 04 Feb'25

  Adobe releases generative AI contract management tool

  Adobe AI Assistant 'contract intelligence' has the user base and technology to take on Oracle and Microsoft.

• January 31, 2025 31 Jan'25

  Federal employee exodus threatens operational stability

  If federal employees resign in large numbers, U.S. government operations could face disruptions, affecting essential services, public programs and national stability.

• January 31, 2025 31 Jan'25

  Changes to SAP leadership reflect AI, cloud shifts

  SAP's latest executive moves have Sebastian Steinhaeuser overseeing strategy and Philipp Herzig as CTO, but analysts say the continual changes shouldn't concern customers.

• January 31, 2025 31 Jan'25

  Oracle Cloud Sales users get GenAI agents at no extra cost

  The new AI features provide sales force automation and time-savers similar to what competitors have added.

• January 29, 2025 29 Jan'25

  Trump's buyout might increase H-1B visa delays at USCIS

  The Trump administration's overhaul of government jobs and operations will affect H-1B processing for employers. Slowdowns and extra paperwork seem likely.

• January 29, 2025 29 Jan'25

  Acumatica cloud ERP aims for industry-focused AI value

  New AI functionality in the company's cloud ERP platform could help customers evolve back-office transactional systems into strategic centers in their organizations.

• January 29, 2025 29 Jan'25

  BBC structures app development with SAP BTP

  The BBC has improved its SAP Fiori app development process by using SAP Business Technology platform along with BTP Monitor from Bluestonex.

• January 27, 2025 27 Jan'25

  Trump DEI ban puts HR software, training in limbo

  Trump's ban on DEI programs is forcing federal agencies and HR vendors to reevaluate diversity tools and training, with potential legal challenges ahead.

• January 27, 2025 27 Jan'25

  Retailers' animosity toward AWS cloud appears to thaw

  AWS still has a ways to go to woo some retailers, but it's clear the company's no longer excluded by all.

• January 17, 2025 17 Jan'25

  TikTok ban is a hiccup for social recruiters, not a disaster

  A TikTok ban in the U.S. won't crush recruiting efforts. While the platform has reach, employers still prefer LinkedIn, Instagram and niche tools to find top talent.

• January 16, 2025 16 Jan'25

  Generative AI ushers in a new era for retail tech

  Retail stores of the future will be powered by generative AI, but truly frictionless shopping experiences envisioned by tech vendors may be a long way off.

• January 15, 2025 15 Jan'25

  Trump nominates AI in HR advocate to Department of Labor

  A proponent of AI's use in HR, Keith Sonderling has been nominated by President-elect Donald Trump for the No. 2 position in the Department of Labor.

• January 14, 2025 14 Jan'25

  Salesforce launches POS system, Retail Cloud

  The new Salesforce Retail Cloud point of sale system launches from PredictSpring acquisition.

• January 10, 2025 10 Jan'25

  Workforce planning lags behind rising climate disasters

  Natural disasters are causing more damage and increasing costs, but they aren't playing a major role in how employers approach workforce planning, such as remote work.

• January 10, 2025 10 Jan'25

  SAP S/4HANA Cloud Public Edition ready for retailers

  SAP will show the now-generally available retail industry vertical platform for S/4HANA Cloud Public Edition at next week's National Retail Federation event.

• January 09, 2025 09 Jan'25

  SAP infuses retail shopping with generative AI

  GenAI in SAP's shopping assistant gives store employees and consumers an easier way to find what they need.

• January 08, 2025 08 Jan'25

  Headless CMS Contentstack acquires Lytics marketing CDP

  A new digital experience platform forms with the merger of Contentstack and Lytics.

• January 07, 2025 07 Jan'25

  SAP's challenge ahead is making a case for cloud migrations

  For SAP and its customers, 2025 is the year to make the business case for moving to the cloud. The vendor also needs to clarify its stance on innovation access via Rise with SAP.

• January 06, 2025 06 Jan'25

  Trump's H-1B dilemma: Musk vs. MAGA

  Few government programs have affected U.S. IT workers as deeply as H-1B. As Trump takes office, his administration must weigh worker concerns against Elon Musk's agenda.

• December 26, 2024 26 Dec'24

  SAP leadership turmoil needs to settle in 2025

  SAP executed on a restructuring that affected thousands of employees and significant executive changes in 2024. Now it needs to rebuild trust with employees and customers.