Beyond the Hype: The Reality of CX Agentic Orchestration

by orumohiuddin, posted in Cloud Enable, Communicate, Secure
A woman with long dark hair wearing a colorful patterned top and a pearl necklace, smiling softly at the camera.
Oru Mohiuddin

Summary Bullets:

• Agentic orchestration has been dominating vendor narratives as growing complexity in the CX space is driving the need for a sophisticated coordination system.

• CX agentic orchestration remains fragmented as there are still infrastructural gaps, and trust remains a major issue for customers.

Agentic orchestration has been increasingly occupying CX vendor narratives in recent years, so it is time to take a deep dive into what orchestration is and why it is becoming relevant. Simply put, orchestration is bringing people, workflows, and technology together to achieve an outcome. Depending on how far we stretch the concept, orchestration is not new, and even a deterministic call routing can be described as orchestration. The question is, what is new today and why is orchestration increasingly dominating vendor narratives?

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Salesforce Dreamforce 2026: Salesforce Combats AI Mistrust via Control Plane

by Charlotte Dunlap, posted in Cloud Enable
Close-up portrait of a smiling woman with blonde hair and earrings, against a blurred background.
C. Dunlap
Research Director

Summary Bullets:

• New fears of AI breaches and vulnerabilities significantly threaten AI adoption

• Salesforce and rivals launch aggressive control plane portfolios as part of the new layer of the AI stack

On the heels of broad industry doomsday reports of AIs going rogue, Salesforce launched its mega Dreamforce conference in San Francisco, California (US) last week. CEO Marc Benioff used the stage to reposition the company as the industry platform to provide the oversight and governance of both Salesforce and third-party agents under a single view.

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Under Pressure to Demonstrate AI ROI, Too Often Organizations Come Up Short

by Amy Larsen DeCarlo, posted in IT Leader
Close-up portrait of a woman with blonde hair, wearing a black jacket and light-colored sweater.
Amy Larsen DeCarlo – Principal Analyst, Security and Data Center Services

Summary Bullets:

• Concerns about missing the AI boat have many corporate executives pushing AI application development mandates.

• However, research indicates that far too few organizations are realizing the kind of expected dividends in terms of cost savings, revenue generation, productivity gains, and innovation. What can they do differently to make the most of their investments?

To say artificial intelligence (AI) has become ubiquitous is almost an understatement. Just under 90% of all enterprises today use AI to support at least one corporate function, according to consulting firm McKinsey and Company, with 56% of all organizations applying the technology across three or more discrete tasks. This pace of adoption is unprecedented. Stanford University’s 2026 AI Index Report says 53% of the global population had been using generative AI (GenAI) within three years of widespread availability. For comparison’s sake, it was 12 years before the personal computer reached 40% of the population.

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Zoom Continues to Flourish

by Gregg Willsky, posted in Cloud Enable
A smiling man with glasses, wearing a light-colored shirt, against a blurred background.
G. Willsky

Summary Bullets:

• New features from Zoom reinforce its recently reconstituted platform vision, extend its ongoing transformation, and support an important, contemporary trend in the team collaboration space.

• This latest batch of improvements underscores Zoom’s place among the top team collaboration and contact center vendors such as Microsoft, Cisco, and Google.

Earlier this month, Zoom held the latest installment of an ongoing series of customer webinars highlighting new platform features. In keeping with tradition at Zoom, the enhancements were wide-ranging, covering various tracts of its platform.

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Despite Meta’s $17.1 Billion Lawsuit Settlement, Questions Linger About Reducing Negative Social Media Effects for Children

by Amy Larsen DeCarlo, posted in IT Leader
A professional headshot of a woman with blonde hair, wearing a black jacket and a light-colored turtleneck sweater, smiling towards the camera.
Amy Larsen DeCarlo – Principal Analyst, Security and Data Center Services

Summary Bullets:

• In August, Meta admitted liability regarding social media’s addictive qualities on children, reaching a $17.1 billion settlement with US states and the District of Columbia.

• While seen as a victory by critics, the settlement is insufficient to introduce the sweeping changes needed to have a measurable effect.

Just weeks after Meta, the parent company of social media giants Instagram and Facebook, promised to restrict access to some of the more controversial features of its platform to settle a multi-billion dollar lawsuit, California Governor Gavin Newsom signed a bill tightening social media controls for children. The California law, which goes into effect in 2028, mandates social media accounts for users under age 16 be private, limits algorithmic feeds for minors, masks children’s location data, and turns off overnight notifications for underage users. Unlike similar legislation passed by other states like Illinois, the California law allows parents to amend social media restrictions. Newsom also signed a bill that requires AI companies to reveal to minors whether they are communicating with a non-human entity. The legislation also prevents children from accessing risky content on subjects like self-harm.

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Without Saying So Directly, Nokia Asserts its Right to Play in Physical AI

by John Marcus, posted in Big Data
Headshot of a man with short gray hair and a friendly smile, wearing a black jacket over a collared shirt, against a soft blue background.
John Marcus – Senior Principal Analyst, Enterprise Mobility and IoT Services.

Summary Bullets:

  • Nokia’s Cognitive Operations launch is less about another edge platform and more about staking a claim in physical AI, bringing intelligence and connectivity to real operational environments.
  • But “physical AI” is already getting crowded and cloud-led, with Nokia’s platform story at risk of being dismissed as repackaging connectivity plus analytics unless it leads to visible, scaled deployments.

Nokia didn’t use the term “Physical AI” in its announcement, but its new Cognitive Operations (CO) platform reads like a carefully constructed argument for why it belongs in that conversation. Physical AI is not just AI applied to industrial data; it is AI that perceives, decides, and supports action in the physical world, often in real time, often with incomplete connectivity, and often where failure carries operational, financial, or human consequences. This is the exact scope that Nokia is targeting with CO, initially for mining, construction, public safety, and defense. Specific examples of platform capabilities include vehicle-as-a-node, local inferencing (GPU/TPU), video/sensor analytics, safety interventions (driver fatigue/collision), and independent continuity (where operations continue despite disconnection).

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Salesforce Expands the Value of Slackbot with the Introduction of Slackforce Surfaces

by Gregg Willsky, posted in Cloud Enable, Communicate
Close-up portrait of a smiling man wearing glasses.
G. Willsky

Summary Bullets:

• Slackforce Surfaces are front doors into data and context that enable users to grasp a deeper understanding of their business and make more informed decisions.

• Slackforce Surfaces represent the latest chapter in the renaissance of Slackbot, advancing Slack as a key part of the Salesforce organization.

Salesforce has deepened its investment in Slackbot, the AI-driven personal work agent built into Slack, with the debut of Slackforce Surfaces. The introduction will raise the utility of the Slack platform and further cement the starring role Slack has come to play at Salesforce.

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A New Breed of Conversational AI is Leading to Voice Resurgence in Customer Service

by orumohiuddin, posted in Big Data, IT Leader
Oru Mohiuddin

Summary Bullets:

• Conversational AI is driving a major voice resurgence in customer service by improving the IP voice experience.

• Long call queues on account of human agents being thinly stretched across large call volumes have led to customer frustrations and poor CX, but modern versions of conversational AI are set to change that by taking away the frictions associated with voice.

It was believed that voice would diminish in value as digital channels started to emerge as an alternative to the voice channel. While messaging and chatbots offer cost and scale advantages, GlobalData’s research shows that voice continues to remain a vital channel for connecting with customers despite the frictions. Voice provides instant gratification and tends to be more straightforward to use as it does not involve navigating through messaging channels, websites and so and having to type messages. While the elderly demography tends to prefer voice due to greater familiarity, voice is seen to be popular even with the younger generation.

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Public Opposition to New Data Centers Disrupts but Doesn’t Derail US Facilities’ Expansion

by Amy Larsen DeCarlo, posted in Big Data
Amy Larsen DeCarlo – Principal Analyst, Security and Data Center Services

Summary Bullets:

  • As rapid advances in AI application development drive demand for more processing capacity, US-based cloud providers are investing heavily in building out facilities to support these deployments.
  • But not everyone is on board with expansion plans, with public criticism stalling some development efforts, forcing hyperscalers to pivot to new locations, often in more remote areas.

AI is changing the cloud landscape, creating the near-term need for a vast increase in processing power and storage space. Hyperscalers are responding with substantial facility construction plans. Just this year alone, Amazon Web Services, Google, and Microsoft Azure are pouring a total of $500 to $700 billion into extensions of their data center footprints. Given AI’s dominance in enterprise technology investment plans, this is a logical track. However, not everyone is on board with these aggressive development plans -and AI plays a role in that resistance.

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Google’s New Tools Support ‘Value Maxxing’ to Address Organizations’ Growing Concern Over AI ROI and Tokenomics

by Rena Bhattacharyya, posted in Big Data
R. Bhattacharyya

Summary Bullets:

• After a period of ‘token maxxing,’ organizations are looking to reign in and better control inference costs.

• Instead, enterprises are now embracing ‘value-maxxing,’ which focuses on outcomes.

Last week, Google announced several enhancements to Gemini Enterprise designed to help enterprises obtain greater and faster ROI on their AI projects. The improvements address one of the biggest frustrations expressed by organizations today, namely that the benefits promised by AI are taking too long to realize. Companies are clamoring for domain specific solutions in order to speed the deployment, reduce the integration complexity, and increase the value obtained from AI projects. Additionally, business leaders are eager for better tools to help them manage AI costs. They are looking for improved visibility on token use and costs, more proactive spending controls, and more flexible payment options.

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