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Colin Fleming of ServiceNow: Autonomous CRM is a complete paradigm shift in how we think about CRM in general

Thu, 14 May 2026 02:00:00 EST

During last week's Knowledge 2026 conference, Brent Leary and ServiceNow CMO Colin Fleming discuss the rapid evolution of the CRM industry, specifically the shift from traditional models to "Autonomous CRM" and agentic AI. Fleming highlights ServiceNow's growth into the security and CRM sectors, and the role of the AI "Control Tower" in managing AI chaos and governance.

Stackable Labs Launches AI Experience Layer for Customer Service Messaging

Thu, 14 May 2026 12:00:58 EST

Stackable has released an open developer platform for building rich, branded, interactive experiences on top of Zendesk Messenger.

First Orion and Glia Launch Identity-First Partnership

Thu, 14 May 2026 12:00:35 EST

First Orion has partnered with Glia to secure branded calls with call authentication and spoof protection.

Ribbon Partners with Salesforce

Thu, 14 May 2026 12:00:23 EST

Ribbon's cloud-native technology comes to Salesforce's Agentforce Contact Center in the Public Cloud. (Featured on SmartCustomerService.com.)

Xactly Launches Fleet of Agents and Intelligence Studio

Thu, 14 May 2026 12:00:01 EST

Xactly's new fleet of pre-built and configured AI agents automate complex revenue workflows.

Bots Get Agency, You Get Monitored

Thu, 14 May 2026 12:00:00 EST

The machine gets to be the agent. The person gets to be the backup plan.

Marchex Introduces Agent Behavior Solutions

Wed, 13 May 2026 12:00:52 EST

Marchex's Agent Behavior Solutions helps organizations identify and optimize the agent behaviors that influence appointment rates, sales, and customer satisfaction.

Boomi Partners with ServiceNow

Wed, 13 May 2026 12:00:45 EST

Boomi is launch partner for the ServiceNow Workflow Data Network Passport Program, enabling customers to activate data enterprise-wide and accelerate AI-driven outcomes.

Responsive Launches Spring 2026 Release

Wed, 13 May 2026 12:00:41 EST

Responsive powers revenue teams inside ChatGPT, Copilot, and Claude with Spring 2026 Release.

MRI-Simmons Launches Streaming + Local Study

Wed, 13 May 2026 12:00:40 EST

MRI-Simmons' Streaming + Local Study combines cord-cutting profiles and media consumption habits to help advertisers optimize their local media strategies.

Sprout Social Unveils Social Intelligence Platform and Trellis Expansion

Wed, 13 May 2026 12:00:35 EST

Sprout's social intelligence platform surfaces real-time market signals from social to inform product development, customer care, and more.

Aprimo Unveils Interconnected Content Operations in May 2026 Release

Wed, 13 May 2026 12:00:33 EST

Aprimo's Interconnected Content Operations connect AI, digital asset management, work management, and marketing spend.

Ooma Adds Ooma AI to Ooma Office

Wed, 13 May 2026 12:00:31 EST

AI Transcriptions, AI Answering Service, AI Receptionist, AI Insights, and OpenAI Integration for Ooma Office automate call summaries and front-line call handling.

Klarna's Flexible Payments Are Coming to Google Search and the Gemini App Within Google Pay

Wed, 13 May 2026 12:00:23 EST

Google Pay users will now see a Klarna button at checkout.

Affirm Partners with Google for Payments

Wed, 13 May 2026 12:00:17 EST

Affirm's pay-over-time options will be integrated into the Gemini app and Google Search, including AI Mode, through Google Pay.

6sense Opens RevvyAI to All and Expands Security Capabilities

Wed, 13 May 2026 12:00:15 EST

6sense admins now have granular permissions control, automated role assignments, and stronger compliance visibility across the platform.

SAP Unveils the Autonomous Enterprise at Its Sapphire Event

Tue, 12 May 2026 10:20:00 EST

SAP has launched a unified SAP Business AI Platform, deepening partnerships with Anthropic, Amazon Web Services, Google Cloud, Microsoft, NVIDIA and Palantir

Omnisend Launches MCP to Bring E-Commerce Marketing into ChatGPT

Tue, 12 May 2026 12:00:55 EST

Marketers can analyze performance, uncover revenue opportunities, and create campaigns directly through the Omnisend app in ChatGPT.

Semify Launches AI Optimization Service

Tue, 12 May 2026 12:00:27 EST

Semify AIO helps marketers to measure and scale for AI search.

Quiq Launches Voice AI

Tue, 12 May 2026 12:00:18 EST

Quiq's platform now brings voice, messaging, and human agents together into a single, coordinated system that maintains context throughout interactions.

Antavo Updates Its Loyalty Platform

Tue, 12 May 2026 12:00:09 EST

Expanded Shopify integration and targeted promotions round out Antavo's new capabilities.

Parloa Deepens Partnership with SAP

Tue, 12 May 2026 12:00:09 EST

Partnership integrates Parloa's AI agents into SAP Service Cloud.

Designing for the Segment of One: Why Experience Architecture is Replacing the Campaign

Tue, 12 May 2026 12:00:00 EST

Unify clean data and leverage AI to deliver highly individualized, real-time shopping experiences that seamlessly respond to customer intent and build long-term trust.

Consumer Use of Augmented Reality Is Influencing Purchases

Mon, 11 May 2026 12:00:00 EST

Immersive technology is creating new ways for companies to engage and convert, Clutch finds. Plus: Consumers rely on online communities for trusted peer advice.

Wunderkind Integrates with Bloomreach

Fri, 08 May 2026 12:00:47 EST

New integration brings Wunderkind's identity and decisioning into Bloomreach, helping companies recognize more customers, enrich journeys, and drive incremental revenue.

NiCE Partners with ServiceNow

Fri, 08 May 2026 12:00:40 EST

Joint solution pairs capabilities from NiCE CXone with ServiceNow Customer Service Management. (Featured on SmartCustomerService.com.)

InMobi Acquires MobileAction

Fri, 08 May 2026 12:00:34 EST

MobileAction acquisition strengthens InMobi Advertising's global brand and performance offering.

RingCentral Expands AI Receptionist

Fri, 08 May 2026 12:00:13 EST

Shared inbox, call queues, integrations, and multilingual capabilities round out the additions to RingCentral's AIR.

MRI-Simmons and Experian Expand Collaboration

Fri, 08 May 2026 12:00:04 EST

MRI-Simmons and Experian collaboration helps marketers turn consumer motivations, attitudes, and behaviors into scalable, media-ready audiences.

Clicks Are a Vanity Metric. Authority Is What Matters Now

Fri, 08 May 2026 12:00:00 EST

AI systems don't cite the most index-friendly content. They cite the most authoritative sources.

Outreach Integrates with ServiceNow

Thu, 07 May 2026 12:00:57 EST

Outreach integration helps sellers stay aligned across systems and execute key sales activities without leaving ServiceNow CRM.

Influ2 Launches Contact-Level GTM Orchestration

Thu, 07 May 2026 12:00:57 EST

Influ2's new capabilities enable marketing to orchestrate contact-level buyer journeys across multiple platforms.

GoTo Adds Features to Grasshopper

Thu, 07 May 2026 12:00:52 EST

GoTo Grasshopper's new features include AI call transcripts and summaries, voicemail and sentiment insights, and AI receptionist capabilities. (Featured on SmartCustomerService.com.)

Klaviyo Expands Integration with Anthropic

Thu, 07 May 2026 12:00:47 EST

Klaviyo's integration with Anthropic brings agentic marketing workflows to Claude to turn customer data into reports, insights, and campaign-ready assets.

Aircall Acquires Vogent

Thu, 07 May 2026 12:00:34 EST

Aircall acquires Vogent to advance its AI Voice Agent built natively into business phones. (Featured on SpeechTechMag.com.)

Truthset Integrates with Unified ID 2.0

Thu, 07 May 2026 12:00:33 EST

Truthset's integration with The Trade Desk's Unified ID 2.0 enables advertisers to match and activate audiences that are independently scored for accuracy.?

Customers Have Their Say at eGain Solve'26 Day 2

Thu, 07 May 2026 12:00:27 EST

Customers like Phillip Morris and BT are benefitting from eGain's knowledge and AI technologies.

Nimble CRM Adds Web Chat

Thu, 07 May 2026 12:00:19 EST

Nimble Web Chat turns website visitors into CRM contacts automatically.

Sendbird Launches Agent Steward

Thu, 07 May 2026 12:00:09 EST

Agent Steward on the Delight.ai platform is backed by new Trust OS 2.0 and Voice 2.0 capabilities that enable AI systems to autonomously self-correct and engage customers proactively. (Featured on SmartCustomerService.com.)

AppsFlyer Expands Signal Hub with Experian, Facteus, and Attain

Thu, 07 May 2026 12:00:00 EST

data providers join AppsFlyer's signal marketplace, giving marketers privacy-safe access to transaction signals and identity data for audience activation across media platforms.

Smarsh Advances Compliance with AI Technologies

Thu, 07 May 2026 12:00:00 EST

Smarsh's innovations span Professional Archive, Call Recording and Analytics, and Capture.

eGain Commits to Helping Companies Leverage KM and AI

Wed, 06 May 2026 05:27:15 EST

eGain touts the benefits of AI for knowledge management

Amperity Adds AI Assistants and Real-Time Capabilities

Wed, 06 May 2026 12:00:58 EST

Amperity's latest updates connect customer context, action, and continuous learning.

Toast Debuts Toast IQ Grow

Wed, 06 May 2026 12:00:28 EST

Toast IQ Grow offers more than 20 updates, including an AI-powered Marketing Agent and a reimagined Toast Local app.

Glean and Gainsight Partner

Wed, 06 May 2026 12:00:24 EST

Native integration combines Gainsight's customer intelligence with Glean's deep enterprise context.

Data Governance Is How Marketing Gets the CEO?s Attention

Wed, 06 May 2026 12:00:00 EST

Leadership might not be all that interested in the intricacies of a single ad campaign, but they are absolutely right to be concerned about the impact of poor data.

Genesys Partners with Meta for WhatsApp Integration

Tue, 05 May 2026 12:00:56 EST

WhatsApp on Genesys Cloud will help organizations bring together messaging, voice, and AI in a single experience orchestration platform. (Featured on SmartCustomerService.com.)

Highspot Unveils GTM Agent in Spring Launch '26

Tue, 05 May 2026 12:00:44 EST

Highspot's new GTM Agent shows marketing and enablement teams what works and how to act on it.

8x8 Extends 8x8 Platform for CX with AI, Analytics, Authentication, and Integrations

Tue, 05 May 2026 12:00:32 EST

8x8 Platform for CX now includes capabilities for artificial intelligence agent development, analytics, mobile authentication, and managing front-line teams. (Featured on SmartCustomerService.com.)

Reputation Launches Reputation IQ, AI Reputation Manager, and AI Location Presence Insights

Tue, 05 May 2026 12:00:26 EST

Reputation IQ, AI Reputation Manager, and AI Location Presence Insights give brands visibility into and control over how they are found, trusted, and chosen in AI-driven search.