Optimove AI Is Betting Big on Agentic Marketing. Most CRM Teams Aren’t Ready
Optimove AI is betting that agentic marketing belongs inside a governed CRM and customer-data platform, where customer context, decisioning, activation, and measurement can stay connected. Marketing...
View ArticleSprinklr Service and the Shift from AI Explainability to AI Assurance
Sprinklr’s 2026 releases show how contact centers are moving from trusting AI agents on promise to testing them before and after deployment. With tools like Sprinklr Autonomous Evaluation, the brand...
View ArticleSAS Customer Intelligence 360 Claims 4x Faster Campaigns. What’s Really...
“Four times faster” is the kind of outcome bound to make any marketing leader pay attention. That’s the exact claim attached to HAPPY GO’s use of SAS Customer Intelligence 360. They say the system...
View ArticleAlation Data Intelligence and AIOS: How Deep Does the AI Governance Ecosystem...
CX is about to get flooded with AI agents. Gartner’s April 2026 forecast puts the average global Fortune 500 enterprise at more than 150,000 agents by 2028, compared with fewer than 15 in 2025. The...
View ArticlePlivo CPaaS Is Moving Up the Stack: Can It Orchestrate the Whole Customer...
CPaaS is moving from carrying calls and messages toward coordinating customer actions across channels, business systems, and human teams. Plivo’s 2026 Vibe Agent and Agent Studio launch bring that...
View ArticlePegasystems Has Put a Price on Agentic Customer Service. Buyers Need the Fine...
Pega Customer Service is moving toward a governed workflow layer beneath the contact center, with Infinity 26 adding MCP connectivity, agentic service capabilities, and Predictable AI pricing while...
View ArticleWhat Is TTEC’s Agentforce Contact Center Deployment Solution, and Why Does...
TTEC now has credible production evidence to point to after deploying the first live Salesforce customer on Agentforce, but enterprise buyers still need to test whether TTEC can repeat that work across...
View ArticleLivePerson Conversational Cloud Says AI Agent Testing Is 60% Faster. Buyers...
LivePerson’s 2026 roadmap is really about filling the gaps that appear once conversational AI has to survive an actual customer journey. Syntrix tests behavior before customers run into the problem....
View ArticleTealium Customer Data Hub Roadmap 2026: Is Governed AI Context the New CDP...
A clever AI agent with bad or outdated customer data is still a liability. It can recommend the wrong product, ignore a recent complaint, or contact someone who withdrew consent five minutes earlier....
View ArticleiQor Insights iQ Outcomes: What 1.4 Million Calls Actually Prove
iQor Insights iQ analyzes customer interactions to identify where businesses should automate, coach, reroute, or fix journeys, but its strongest public cases still make it hard to isolate how much of...
View ArticleThe Monte Carlo Agent Trust Platform: Can Data Lineage Make AI Agents More...
AI agents are spreading across the CX roadmap faster than companies can explain them. Salesforce’s February 2026 Connectivity Benchmark Report found that enterprises now run 12 agents on average. Half...
View ArticleSAP Signavio Process Mining: Can It Fix the Breaks Behind the Customer Journey?
SAP Signavio can uncover the process failures damaging customer journeys and help teams govern the fix. It still relies on other SAP products to identify the customer, approve the response, carry it...
View ArticleMitel CX and MiContact Center Enterprise for Healthcare: What Should Buyers...
Mitel brings plenty to the healthcare contact center, but the proposal needs closer inspection. Buyers should confirm whether it includes Mitel CX or MiContact Center Enterprise, how patient context...
View ArticleIbex CX Integration: Is AI-to-Human Handoff the Real Test?
Ibex CX is starting to look stronger as the managed integration and operations layer for customer experience leaders. Still, buyers need proof that Wave iX, Sierra, enterprise systems, and human agents...
View ArticleTelnyx vs Sinch CPaaS: Voice AI Speed or Global Journey Control?
Both Telnyx and Sinch sell enterprise communications infrastructure, but the CPaaS overlap only goes so far. Telnyx puts voice AI control, architecture, and unit economics closer to the engineering...
View ArticleIntouchCX Digital CX Says AI Roleplay Lifted CSAT by 7%. Should Companies Be...
IntouchCX says Superpunch Roleplay improved first-month CSAT by 7%, raised QA scores by 4%, and helped agents reach AHT targets by week 11, and a 2026 AI Excellence Award adds independent recognition...
View Article8×8 CPaaS: The Multichannel Campaign Management Gap Retailers Can’t Afford to...
8×8 CPaaS is proving its value to APAC retailers that need one campaign to switch between LINE, Zalo, WhatsApp, and SMS. Buyers still need to prove that cross-channel fallback recovers incremental...
View ArticleBanking Process Orchestration in 2026: Is Celonis Process Intelligence...
Celonis Process Intelligence can connect customer-facing banking journeys to the operational work behind them, with real evidence in cross-border payments and KYC, a May 2026 Gartner Magic Quadrant...
View ArticleThe Dialpad AI Contact Center and Agentic AI: What Dialpad Agentic AI Has...
AI agents are easy to demo. Production is where the optimism starts to wobble. Dialpad’s Agentic AI roadmap, Skill Mining, Agent Studio, Proving Ground, COMPASS, and Guardian give the Dialpad AI...
View ArticleKraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes...
Kraken Autonomous Agents combines Sierra’s conversational AI with the Kraken utility platform’s customer, billing, meter, tariff, and workflow context. For shortlisted utilities, the decision rests on...
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