CX & SalesTech Spotlight: June 2025 highlights
Monthly highlights from the CX and SalesTech space
AI Agents: creating new categories or redefining the old?
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AI agents are showing up everywhere—but are they reinventing categories or just reshaping them? I’ve been rethinking the CX and SalesTech landscapes through the lens of agent evolution, and share a simple framework to hopefully make sense of it.
Pega’s contrarian take on Agentic AI
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At PegaWorld, Alan Trefler offered a counterpoint to today’s prevailing agentic AI model. He challenged the one-shot agent paradigm and proposed a two-step approach—design first, execute with the right AI—while also redefining how we think about data access in the age of agents.
Musings from NiCE Interactions 2025
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NiCE is stepping into its next act. At Interactions 2025, a bold new vision took center stage: transforming from a CCaaS vendor into a CX AI platform unifying front- and back-office execution. Here's my take.