My Two Cents
Insights From the Crossroads of Tech and Business
Latest Posts
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Most Companies Still Aren’t Ready for AI, But Leaders Are Starting to Capture Value
The number of companies truly ready for AI may have plateaued, with just 13 percent saying they’re prepared to operationalize the technology. That’s according to Cisco’s third annual AI Readiness Index, released earlier this month. While the topline number hasn’t shifted year over year, the context has. Cisco says the so-called “Pacesetters”—a small but disciplined…
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With Agentforce IT Service, Salesforce Redefines ITSM Around AI Agents and Employee Experience
Salesforce has delivered on its promise with the launch of an AI-powered IT service tool that lets companies deploy agents to automate incidents, handle service requests, and manage tickets directly through Slack. Agentforce IT Service, as it’s called, is built to eliminate the more than 350 hours employees spend annually solving common and complex IT…
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Salesforce ‘Reimagines’ Itself in Slack
Salesforce is using this year’s Dreamforce conference to unveil a sweeping transformation: It’s rebuilding itself around Slack, turning the team communication app into the front door for its AI-driven vision of the “agentic enterprise.” Some of the bold steps Salesforce is taking to make this reality include natively embedding some of its CRM apps into…
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Salesforce’s Agentforce 360 Aims to Help Companies Escape ‘AI Pilot Purgatory’
Welcome to the era of the agentic enterprise. At this year’s Dreamforce event, Salesforce is unveiling Agentforce 360, a major upgrade to its agentic development platform. The company says it brings together humans, AI agents, apps, and data to help organizations forge stronger connections with customers, employees, and suppliers. “What we want to see is…
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Dialpad Launches Agentic AI That Can Solve 70% of Customer Requests
Dialpad is joining the ranks of software providers with an agentic AI platform. On Thursday, the cloud communication firm announced the launch of a new service that provides businesses with autonomous voice and text-based bots capable of understanding complex requests and detailed reasoning. They’re also proactive, meaning they won’t just respond to queries, but also…
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Cash App and Square Unite to Support Local Merchants with ‘Neighborhoods’
Block is bringing together two of its core products to help local businesses serve their customers. On Wednesday, the fintech company unveiled “Neighborhoods” by Cash App, a new feature designed to help merchants compete more easily with national chains by removing this digital point of friction. It’s more than an app update—this offering creates a…
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Salesforce Buys Apromore to Give AI Agents a Map of Business Operations
Salesforce continues its shopping spree of AI startups to bolster its Agentforce platform. Today, the company is announcing that it has signed a definitive agreement to acquire process mapping firm Apromore. This is Salesforce’s sixth business it has purchased, and it plans to incorporate its expertise in process intelligence and optimization into its CRM platform.…
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Zendesk’s Resolution Platform Gains Voice AI, Video Support, and HyperArc Analytics
Zendesk is announcing a slate of updates coming to its Resolution Platform, its AI-powered customer and employee service solution. Among the features being added are new voice AI agents, an admin copilot, and advanced analytics powered by HyperArc. In addition, the company is unveiling advancements to both its Contact Center and Employee Service offerings. Introduced…
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Meet the 40 Startups Named to AWS’ 2025 Generative AI Accelerator
Amazon Web Services (AWS) has selected the startups that will participate in its generative AI accelerator (GAIA). The third cohort comprises a diverse mix of companies from software, life sciences, healthcare, media and entertainment, finance, professional services, manufacturing, cybersecurity, legal, robotics, and education sectors—all with one thing in common: they are utilizing AI. “This year’s…
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Salesforce’s Benioff Pushes the Agentic Enterprise, But Questions Loom Over Agentforce’s Impact
Marc Benioff is set to detail his bold vision on how he sees AI further transforming organizations—hopefully, he won’t have to scramble to rewrite it. At this year’s Dreamforce, Salesforce’s chief executive will introduce his definition of the “agentic enterprise,” a future in which humans and AI agents form a collaborative ecosystem inside organizations. “In…