So, the time of agentic AI has come?
What does this mean? Not for businesses, but for business users. These days, the main tool in the quiver of every business user in an enterprise is … the web browser. Initially web interfaces to business software and then SaaS software has seen to this.
The result?...
Beginning of September 2025, the CRM Magazine published its 2025 CRM Industry Leader Awards on Destination CRM. This year, the awards nominate five outstanding companies across eleven categories. As in recent years, CRM Magazine asked some renowned analysts to chose Industry Leaders for 2025 using a...
The past weeks showed quite some interesting activity on the mergers and acquisitions and the partnership frontiers. NiCE acquired the German conversational AI rock star Cognigy for $955M and a short time later announced that the company enhanced its partnership with Salesforce. At nearly the same t...
My past two column articles on CustomerThink dealt with how to determine the return of agentic investments and whether agentic AI delivers at all.
The question of ability to deliver is particularly interesting for me, as I am researching measurable results other than cost savings in contained busines...
The other day, I got robbed.
Not literally, but figuratively.
Now, you might wonder what this has to do with the main theme of this blog, which is about CRM and customer experience. It has, believe me.
Some of you might know that I just relocated from the Seattle area to the Charleston area, so pretty ...
