Blog categorized as Blog

Every wave of customer-facing technology arrives with the same promise: this time the balance of power shifts toward the customer. As we discussed in our recent CRMKonvo with Dan Miller, founder and analyst emeritus of Opus Research, voice AI is making that promise again, and this time both sides of...

Tokens Got 1,000x Cheaper and Your AI Bill Went Up

Somewhere in your organization there is a slide claiming that agentic CX is about to get cheap. I bet, there is. It has a line heading down and to the right, it cites the collapse in token prices, and it is not lying about the c...

Every hype cycle produces its own comfortable silence, and this one has a good one: almost everybody is doing AI, and almost nobody will say out loud whether it worked. In our recent CRMKonvo with Jon Reed, co-founder of diginomica, we spent an hour poking at that silence, with Ralf Korb doing the p...

Gartner rewrote the CRM rules this year. It was probably right to. Buyers still need to read the fine print.

Gartner's 2026 Magic Quadrant for CRM Sales Platforms is likely the most consequential edition in years. But it isn't because of the vendor movements. It's because of the rule changes that cau...