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Sales & Service
Salesforce Introduces Next Gen Marketing Cloud for Improved Engagement
In 2025, Salesforce launched its Next Gen Marketing Cloud, debuting a new 鈥渁gentic marketing鈥� model in which autonomous AI agents independently build, personalize, and optimize campaigns. The update marks Salesforce鈥檚 push to fuse sales, service, and marketing into a single data-driven customer journey by replacing the era of 鈥渄o not reply鈥� messaging with real-time engagement.
Zoho鈥檚 Dual Focus: Serving Small Business and Enterprise Through Product-Led Growth and AI Innovations
Zoho鈥檚 #SMZ25 conference in San Antonio in September 2025 served as a platform for deep dives into the company鈥檚 core strategy, offering insights beyond product launches. My discussion with Raju Vegesna, the company鈥檚 chief evangelist, revealed a long-term, deliberate approach to business software. The conversation touched upon Zoho鈥檚 product-led growth, its distinctive dual focus on small business and enterprise, and its competitive stance against much larger players.
Zoomtopia 2025: Zoom Bets on Agentic AI to Redefine Workplace and CX
Zoomtopia 2025 signals that Zoom is 鈥渁ll in鈥� on agentic AI. For CIOs, the opportunity to leverage a singular AI platform for enterprise productivity and front office services is compelling; however, implementation success is contingent on execution discipline, integration design, and governance maturity.
Verint Engage 2025 Showcases New CX Workflow Automations Amid Thoma Bravo Acquisition
At its Engage 2025 conference, Verint (NASDAQ: VRNT) emphasized a consistent theme: Customer experience (CX) workflows can be automated to deliver outcomes that are stronger, faster, and measurable. Central to this approach is Verint鈥檚 open, multi-LLM platform designed to automate targeted CX workflows while giving organizations control over data, models, and existing systems. Engage 2025 showcased Verint鈥檚 solutions with new product launches, demonstrations of more than 50 automation bots, and CEO Dan Bodner鈥檚 strategic framing ahead of the Thoma Bravo acquisition.
Zoho's Strategic Play: Targeting Solopreneurs With a New Suite of Solutions
鈥媄oho Corporation, known for its self-funded and expansive business software suite, used its small business event #SMZ25 in San Antonio on September 3, 2025, as a platform to outline a new direction aimed at sole proprietors. The centerpiece of the announcements was Zoho Solo, a single application pitched as a low-cost, all-in-one entry point into the larger Zoho ecosystem. The company presented Solo as a way for micro-businesses to get started quickly while remaining on a path to scale into the broader Zoho offering.
Zoho Joins Major AI Players by Launching Zia LLM, Providing a Competitive Advantage to Zoho Customers
Zoho introduced multiple advancements in artificial intelligence. The prime announcement is the launch of Zia LLM, which includes three proprietary large language models. In keeping with the core principle that Zoho follows, which is to own its code and infrastructure, Zia LLM models are homegrown using the NVIDIA AI Accelerated computing platform. Zoho now joins a select group of global companies that have truly proprietary, foundational LLMs developed from the ground up.
It's the Agentic Era for Creatio CRM
Creatio鈥檚 mission is to simplify enterprise workflows, democratize innovation with no-code tools, and embed AI natively across the full customer lifecycle.
Conga鈥檚 Strategic Pivot: Analyzing the Future of Revenue Lifecycle Management for Enterprise Leaders
As budgets receive increased scrutiny, technology leaders are looking for ways to unlock efficiencies and capabilities within their organizations. The Conga Connect conference underscored this reality, with conversations about the evolution of revenue lifecycle management (RLM) and the essential need for discovering hidden value, connecting disparate systems and teams, and increasing innovation.
Review: Microsoft鈥檚 AI Tour in Toronto, Dec. 2024
Microsoft鈥檚 AI Tour visited Toronto, ON, on December 3, 2024. The event primarily showcased Microsoft鈥檚 latest AI offerings and their capabilities. There were several other vendors present as well to demonstrate their own solutions in partnership with Microsoft. These vendors included NVIDIA, Cohere, Snowflake, and Insight, among others, who displayed how their offerings were using and adopting AI to improve their businesses through information panels. While the event itself offered a promising glimpse into what AI has been doing today to help people and organizations, it also showed why there is the need for measured expectations when implementing AI.
AWS emphasizes customer choice in LLM strategy 鈥� now to address the pain of decision-making
A bevy of new announcements across its LLM stack show that AWS wants to give its customers choice in how they train, select, and integrate LLMs with their business processes. But how will AWS contend with the added complexity all that choice brings? Some announcements from re:Invent 2024 show they鈥檙e considering this pain point.
Zoho and NVIDIA Join Forces to Enhance AI With Tailored, Efficient Models
Zoho Corporation has announced a strategic partnership with NVIDIA to leverage the NVIDIA AI accelerated computing platform, including NVIDIA NeMo, for the development and deployment of advanced AI models within Zoho's SaaS applications. This collaboration aims to enhance AI capabilities for Zoho's extensive customer base of over 700,000 businesses worldwide.
Amazon Q Turns Citizen Developers Into James Bond
Amazon Q promises to be your coding assistant and provide a new path for "citizen developer" employees that want to craft their own apps to automate tasks in their workflow.
Amazon Bedrock Takes the Pain out of AI Agent Orchestration 鈥� Mostly
Amazon has been updating Bedrock with access to new LLMs, evaluation features, and customization capabilities, and the result offers a lot of value to organizations that want to get started on working with LLM capabilities in their applications and move quickly.
Generative AI in the Enterprise Contact Center 鈥� Use Cases, ROI, and Preparation
Contact center as a service (CCaaS) enterprise providers are steamrollering ahead with embedding generative AI functionality in their platforms 鈥� whether organizations are prepared for it or not. In this post, I explore a positive outlook for how generative AI can be used to enhance organizations' customer experience capabilities while generating ROI. This includes: 1. Listing the major use cases for generative AI in the contact center. 2. Discussing how we might calculate ROI from utilizing generative AI in the contact center. 3. Considering what organizations can do to prepare for CCaaS vendors鈥� release of generative AI functionality.
ServiceNow鈥檚 Orlando Release Focuses on AI With Now Intelligence
ServiceNow鈥檚 Orlando release introduced Now Intelligence, a set of features that strengthen ServiceNow鈥檚 lead in the AI-powered IT service management (ITSM) and digital transformation space.
Ubisend Helps Ombudsman Services Triage Questions With a Chatbot
Business Insider reported three years ago that 80% of businesses will invest in chatbots by 2020. And it was not alone in making such predictions. So, where do we stand with this technology? Who is using chatbots and where? Read on to find out.
NHS Digital and Ubisend Bring Boring Documents to Life With Chatbots
Business Insider reported three years ago that 80% of businesses will invest in chatbots by 2020. And it was not alone in making such predictions. So, where do we stand with this technology? Who is using chatbots and where? Read on to find out.
Be Wary of Adopting a Virtual Assistant in Your Business Environment
Siri, Google, Cortana, and Alexa are always listening. This isn鈥檛 news. However, workers at Apple have access and have been reportedly listening in on more private moments which could include confidential medical or legal information.