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For more than twenty years, CRM vendors sold the 360-degree customer view as a commercial superpower: every contact, every transaction, every complaint, every campaign response in one place. As we discussed in our recent CRMKonvo with Andreas Schuster of SugarAI , the promise always had a flaw. Seeing everything is not the same as understanding anything, or seeing the right thing. The question is not whether AI completes the circle, but whether it lets us admit sellers never wanted the circle. TL;DR If you want to watch the full CRMKonvo, please go ahead here (optimized for smartphones) or here (optimized for tablets/computers). Else, be my guest and continue to read. Or do both … Three Point Six Degrees and the Death of the Dashlet Andreas opened with a wordplay that is better than most keynotes: out of the 360 degrees, perhaps only 3.6 matter. " The more they know in terms of data, the less guidance they get what to know. " He recalled sales leaders of a decade ago...

Creatio commits $300 million through 2028 to its banking offering, sharpening its challenger position against Pega and the CRM majors in regional banking. The News On September 22, 2026, C reatio announced a $300 million investment in Creatio Bank.AI , its offering for banks and financial institutions, to be spent from 2026 through 2028. Creatio describes itself as an AI CRM and workflow platform where people and AI agents work together . The release names two investment areas. The first is product and AI development: pre-built banking agents across three domains Creatio calls Growth , Service and Operations , plus continued work on AI Studio , covering no-code agent design, centralized AI governance, integrations, security and observability. The second is AI adoption and enablement: training programs, AI accelerator workshops, industry-specific guidance and expanded channel delivery capabilities for implementation partners. Creatio states that its financial services vertical grew 48%...

Salesforce put its platform inside Claude, Slack, Gemini Enterprise and Amazon Quick. Reaching every surface is not the same as governing the work that runs across them. The News At Dreamforce on 15 September 2026, Salesforce introduced AIforce , which it calls “a live interface layer that brings the full power of Salesforce to wherever people and agents work.” According to the announcement, agents can “reason and take action across allå the data, workflows, and logic inside Salesforce” from whichever surface the user happens to be in. AIforce is an umbrella over five elements. Claudeforce , announced on 26 August , puts Salesforce inside Claude through an MCP server with 37 sales skills, plus a development plug-in for Claude Code. Slackforce brings Slackbot, Slack CRM, Slack Code and Slackforce Surfaces together, the latter generating live dashboards and working views from a plain-language request; Salesforce says Surfaces are available on paid and Free plans with Slackbot ena...

Every wave of customer-facing technology arrives with the same promise: this time the balance of power shifts toward the customer. As we discussed in our recent CRMKonvo with Dan Miller , founder and analyst emeritus of Opus Research , voice AI is making that promise again, and this time both sides of the counter are armed. The more interesting questions are where the customer's weapon is kept, who pays its rent, and who gets to whisper to it while it works. TL;DR If you want to watch the full CRMKonvo, please go ahead here (optimized for smartphones) or here (optimized for tablets/computers). Else, be my guest and continue to read. Or do both … Automated Voice Was Never Built for You Dan has watched this market almost from its beginning, and he is blunt about its origin. Automated voice entered the contact center " almost entirely for cost savings ". Everything after that was repair work: better speech recognition, task-specific tuning for finance and travel, and...