Key Takeaways From Salesforce Dreamforce ’19
Liz Herbert , VP, Principal Analyst
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Blog
Balance Control When Negotiating With Salesforce
Kate Leggett
March 31, 2026
Since the launch of Agentforce in 2024, Salesforce has shifted from a primarily seat-based CRM vendor to an AI-first company. This pivot introduces what we describe as AI gravity: Salesforce increasingly bundles AI, data, and automation capabilities into multicloud deals that tilt negotiating leverage back toward the vendor unless buyers change how they prepare. As […]
Blog
Think About The Agentic Shift With Your Next Customer Service Solution
Kate Leggett
March 18, 2026
There is so much excitement about how AI is changing customer service operations. What was once a reactive, cost-heavy, and manual function is turning into a proactive function that drives revenue growth. C-level executives and board members are more than curious. They are leaning heavily into the ROI potential of AI in customer service technology. […]