Digital transformation

SAP Confirms Dremio Acquisition, Powering AI Agents With Its Data Lakehouse Platform

SAP confirmed this week that it has closed its acquisition of Dremio, the data lakehouse specialist it first agreed to buy back in May. Terms weren’t disclosed, and the transaction had been sitting through regulatory review since. The logic behind...

Copilot Now Has to Earn Its Keep, Microsoft Tells Staff, as Fresh Round of Layoffs Expected

Microsoft has told the 11,000 people working on Copilot that the product needs to “earn the right to exist.” The line comes from an internal memo written by Jacob Andreou, the Executive Vice President who took charge of Copilot in...

Your Customer Experience News Roundup: The EU Takes Aim at AWS and Azure as Acquisitions Stack Up

This week in customer experience news, the European Commission moved to designate AWS and Azure as cloud gatekeepers, while the market added several notable acquisitions. Underneath it all, new data from Infobip punctured a flattering assumption: that because enterprises have...

Zoom Acquires Common Room, Empowering Its Revenue Accelerator With Buyer Data

Zoom has announced its acquisition of Common Room, a Seattle software firm that works out who’s about to buy something before the salesperson ever picks up the phone. The price wasn’t disclosed, and the deal isn’t massive by tech standards....

Is Your CRM About to Replace Your WEM Platform? What CX Leaders Need to Know

For years, workforce engagement management occupied its own corner of the CX stack. It was technically adjacent to the contact centre or CRM platform, but deliberately separate. Vendors like Verint, Calabrio, and NICE built substantial businesses on that separation. They...

Accenture and ServiceNow Want to Make Cybersecurity Legacy Platform Migration Less of a Nightmare Through AI

Accenture and ServiceNow have launched a joint cybersecurity offering combining managed security services with an AI tool for migrating off legacy risk platforms. It tackles a problem most organisations know intimately. The security platform everyone’s stuck with because nobody wants...

Financial Cooperative Desjardins Gave Its Advisors a CRM Shared Memory With Microsoft Dynamics 365, and Customers Noticed

North America’s largest financial cooperative spent years hearing the same complaint: members were repeating themselves. At every touchpoint, whether branch visit, call centre, or online enquiry, the context from the last conversation had evaporated. Staff weren’t indifferent; it was just...

The EU Wants to Make It Easier to Leave AWS and Azure, Targets Amazon and Microsoft’s Cloud Units Under New ‘Gatekeeper’ Regulations

The European Commission moved last week to designate Amazon Web Services and Microsoft Azure as “gatekeepers” under its new Digital Markets Act. This is the first time the EU’s competition framework has reached cloud infrastructure rather than consumer-facing platforms like...

Your Customer Experience News Roundup: Oracle’s SEC Filing Names AI in 21,000 Cuts and the Contact Centre Gets a Platform War

This week in customer experience news, Oracle became the first major tech company to attribute workforce reductions to AI in a regulatory filing, a quiet arms race over contact centre workforce management tools broke into the open with launches from...

How HR Tech Improves CX: Fixing Workforce Instability at the Source

Most business leaders still have a narrow idea of what hurts customer experience. They tend to assume that if customers complain about a support interaction, the problem comes from something obvious, like a broken tool or an employee making a...

The Bill You Can’t Budget: How AI Is Rewriting the Rules of CX Procurement

The seat-based SaaS model was, whatever its limitations, legible. A contact centre bought licences, counted users, and planned around headcount. Procurement teams knew the unit. Finance could model it. Vendors and buyers, however unequal their footing, at least shared a...

Pegasystems CEO: Vendors Releasing Unpredictable AI Agents Shows a ‘Philosophy of Madness’

The CX and enterprise tech space more broadly is currently gripped by an obsession with scale. Major vendors are envisioning a future populated by tens of thousands of autonomous digital workers. Yet behind the promotional push for independent AI agents,...