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1 week ago | 
cxtoday.com | Rhys Fisher
You could consider the initial objective of introducing AI into CX accomplished as it dominates conversations and business strategies. However, a new trend and demand are emerging - a movement from generic platforms to tailored vertical solutions. It is also safe to say that retail is spearheading this charge, with unique pain points, evolving customer expectations, and the need for specialist CX tools heightened.
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1 week ago | 
cxtoday.com | Rhys Fisher
Salesforce has secured over 8,000 deals for its Agentforce platform. Speaking during the company's Q1 2026 earnings call, CEO Marc Benioff confirmed that more than 4,000 of the deals are paid and that 800 customers are already in production with Agentforce. At the previous earnings call in February of this year, Benioff revealed that the vendor had closed 5,000 Agentforce deals, meaning the CRM giant has added an additional 3,000 in the past three months.
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1 week ago | 
cxtoday.com | Rhys Fisher
Earlier this month, Microsoft announced that it was laying off three percent of its global workforce. The move will impact over 6,000 staff, making it the highest number of job cuts since January 2023 when 10,000 employees were let go. Microsoft has yet to provide an official release on the cuts but has confirmed the news to some media outlets.
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1 week ago | 
cxtoday.com | Rhys Fisher
Cisco has released a new report, predicting that agentic AI will handle 68 percent of contact center conversations by 2028. It also suggests that agentic AI will help automate as many as 56 percent of interactions by 2026. Cisco's report includes a survey of almost 8,000 business and technical decision-makers in 30 countries.
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2 weeks ago | 
cxtoday.com | Rhys Fisher
"As a third party watching the world of enterprise AI, ServiceNow is destined to be the best platform, the operating system of enterprise AI agents."Those are the opening comments of Jensen Huang, CEO of NVIDIA, as he took to the stage at this month's ServiceNow Knowledge 2025 event. He continued:The reason for that is because every company in the world needs AI agents. And those AI agents are going to be curated, managed, and improved by the IT department.
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2 weeks ago | 
cxtoday.com | Rhys Fisher
It's been a busy week for some of the heaviest hitters in the CX space. Microsoft announced its biggest Teams update in eight years, Google demoed a new online shopping experience, Salesforce continued to dominate the CRM market, and Zendesk's CCaaS platform became generally available. Here are the extracts from some of our most popular news stories over the last seven days.
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2 weeks ago | 
cxtoday.com | Rhys Fisher
Zoom is gaining momentum in conversational AI, securing the "largest-ever" deal for its Virtual Agent solution. The news comes as Zoom shared an update on its burgeoning customer experience portfolio. Indeed, Zoom CX, which includes its Contact Center, Virtual Agent, and Workforce Engagement Management solutions, is now worth "triple-digit" millions in annual recurring revenue (ARR). Moreover, the CX suite is experiencing "high double-digit" growth.
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2 weeks ago | 
cxtoday.com | Rhys Fisher
Microsoft CEO Satya Nadella has claimed that the latest enhancements to Microsoft 365 Copilot signify the biggest update for the productivity platform "since Teams launched". Now generally available, the 365 Copilot brings together each of the following tools into one "scaffolding that's intuitive": Chat allows users to search for answers within work and web data. Search ensures access to data beyond Microsoft 365, now including Confluence, Google Drive, JIRA, ServiceNow, and others.
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2 weeks ago | 
cxtoday.com | Rhys Fisher
IDC has named Salesforce the biggest CRM provider in the world for the 12th year running. Figures from its 2025 Worldwide Semiannual Software Tracker show that Salesforce earned almost $21.60BN in CRM revenues last year. That's over $5BN greater than its four closest competitors combined. They are: Microsoft, Oracle, Adobe, and SAP. Microsoft is the nearest rival, earning $5.45BN in 2024, almost four times less than Salesforce.
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3 weeks ago | 
cxtoday.com | Rhys Fisher
This week in CX has seen a double announcement from Salesforce, a fresh CRM release from Zoho, NICE, and a Dialpad promise of "pre-emptive" customer service. Here are the extracts from some of our most popular news stories over the last seven days. Salesforce continues to bet big on agentic AI, announcing the acquisition of Convergence.ai and advancements to its Agentforce pricing model.
