CX & SalesTech Spotlight: June 2025 highlights
Monthly highlights from the CX and SalesTech space
AI Agents: creating new categories or redefining the old?
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
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
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.