Salesforce’s Fin Acquisition Expands Its CX Ambitions Beyond Agentforce
Fin gives Salesforce a faster, self-service route to customer-service AI, while Agentforce Contact Center brings voice, digital channels, and AI context onto a common platform.
Recent Posts
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Personal AI Agents Meet The Walled Garden
Amazon’s move to block Meta’s Muse shows how quickly personal AI agents are running into retail’s walled gardens.
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Salesforce’s Agentic Enterprise: A Coherent Architecture, an Unfinished Operating Model
Dreamforce 2026 showed a fast-maturing Agentforce whose reach in CX will depend on coordination, CCaaS, and workforce design.
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When CX Software Configures Itself
Typewise and NiCE Cognigy show how implementation expertise is becoming a software feature, potentially changing what “no-code” really means.
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Building the Analytics Flywheel for Conversational and Agentic AI
Join Opus Research and Aqurio to learn how unified analytics across AI, human, and hybrid interactions drives a continuous improvement loop for conversational and agentic AI.
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AI Platform Selection for CX Is Now an Architecture Decision
AI platforms get chosen on their best day and judged on their worst. Opus Research lays out the five durability dimensions CX leaders should pressure-test, with healthcare as the hardest proving ground.
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Agent Sprawl Is a Success Problem That Needs an Operating Model
As AI agents spread across channels and business units, Opus Research explores how brands can govern them as a distributed workforce.
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When AI Inference Becomes a Market
Stripe’s acquisition of OpenRouter signals that AI inference is becoming its own marketplace. What does that mean for CCaaS vendors and their growing role as inference brokers?
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Are Smarter AI Models Leaving Your Agentic Workflows Behind?
Anthropic’s Opus 5 shows that more capable models may require a new approach to context engineering, with important implications for CX agentic workflows built around older model behaviors.
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AI Economics Get Awkward in the Contact Center
Despite the hype, AI agents aren’t always cheaper than humans. This means brands may need to rethink their agentic approach.