Musings from Genesys Xperience 2026
Genesys used Xperience to unveil a product vision that goes well beyond traditional CCaaS. The deliberate shift from managing interactions toward orchestrating resolution workflows signals a broader ambition and raises interesting questions about what will define the contact center market moving forward.
Musings from Dreamforce 2026
This edition of Dreamforce felt less about showcasing the art of the possible with AI and more about how enterprises can put it to work, notably through the introduction of purpose-built agents. The event also provided a clearer view of Salesforce's headless strategy.
The customer service and contact center challenger nobody is watching: Atlassian
CRM providers are increasingly entering the contact center space, but Atlassian was not one I expected to see there. I had mostly viewed the company through the lens of internal use cases. With its customer service business now exceeding $1B, its move into the contact center makes for a particularly interesting development for the broader market.