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The latest announcements from NiCE Cognigy reflect the broader CCaaS market shift away from reactive service and toward earlier and more effective interventions. At Nexus 2026, a recurring theme was that the reactive service model is broken. The future model must center on proactive customer experience.
Zoho has quietly built a global footprint that most tech leaders underestimate. It isn't midmarket anymore, operating in 150+ countries, serving over a million businesses, and supporting 150 million users. Zoho’s partner-led go-to-market strategy has led to its widescale adoption across industries, including manufacturers, automotive franchises, banks, logistics networks, and healthcare systems.
At ZohoDay26, Zoho previewed AppOS – a shared architectural foundation intended to unify data, workflows, identity, governance, and application services across the Zoho ecosystem. AppOS will be generally available in H2 2026. Organizations should interpret this announcement as directional, signaling Zoho’s longer-term consolidation and AI enablement strategy. The broader consideration for CIOs will be whether AppOS aligns with their architectural direction toward consolidation or federation.
Asana has introduced new AI features aimed at expanding its work management platform with agent‑driven automation. The core capability, AI Teammates, enables AI to directly support task execution, content creation, and workflow progression rather than serving only as a passive assistant. These capabilities are most beneficial for organizations that already maintain structured, consistent usage of Asana across teams.
BigPanda is expanding its AIOps platform toward a more agent-enabled operating model that will handle detection, incident coordination, and change risk management. BigPanda is positioning its technology around an IT knowledge graph that can encompass both structured telemetry and unstructured operational data. The recent Velocity acquisition has helped BigPanda accelerate agent-oriented capabilities particularly in event detection and response.
Rajesh Ganeshan didn’t walk on stage at the recent ZohoDay (February 2026) to announce a new product or declare a category shift. He spent the time doing something more unusual in enterprise software: explaining why ManageEngine exists the way it does, and why that history suddenly matters again.
Rajesh Ganeshan didn’t walk on stage at the recent ZohoDay (February 2026) to announce a new product or declare a category shift. He spent the time doing something more unusual in enterprise software: explaining why ManageEngine exists the way it does, and why that history suddenly matters again.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
The latest announcements from NiCE Cognigy reflect the broader CCaaS market shift away from reactive service and toward earlier and more effective interventions. At Nexus 2026, a recurring theme was that the reactive service model is broken. The future model must center on proactive customer experience.
Amazon will bring OpenAI models to its customers for the first time with a $50 billion investment into the ChatGPT creator. Amazon will support AI agent development on the latest GPT models both through Amazon Bedrock and as exclusive third-party cloud distributor of OpenAI Frontier.
AWS just reframed the future of software development and operations with its new Frontier agents: fully autonomous, persistent workers that don’t tire, don’t forget, and don’t wait for human supervision. A new Frontier agent, Kiro, promises to take on multiday development work; the DevOps Agent promises to investigate, resolve, and prevent incidents before your on-call team even wakes up. If AWS delivers even 60 percent of what it claims, every CIO and CTO should be recalibrating their 2026 automation roadmap.
Finastra launches securities financing transaction regulation (SFTR) support ahead of the European Union’s April 11, 2020 deadline.
Three global banks launched a blockchain-based platform to bring the promise of open ledgers and contracts to the loan management market.
Wolters Kluwer suffers security breach after poor security management.
In an analyst briefing, Zoho provided updates to Zia's capabilities for finance use cases. Specifically, Zoho emphasized reconciliation, reporting, and proactive insights, with a showcase of its new enterprise billing and spend management products.
POS system purchases are being driven by ease of integration. Identified as having the most satisfying of all POS systems when it comes to integration, Restaurant Manager displays that it understands the needs of restaurant operators.
As pick-up/takeout has been the only operating option for restaurants for the last few months, Silverware’s release of its “In-Seat Contactless Platform” will assist COVID-19 “new normal” restaurants to deploy mobile-first, phone-to-table contactless features that were once a convenience but are now features of necessity.
The latest announcements from NiCE Cognigy reflect the broader CCaaS market shift away from reactive service and toward earlier and more effective interventions. At Nexus 2026, a recurring theme was that the reactive service model is broken. The future model must center on proactive customer experience.
Three predictions for 2026 are offered for CX technology markets: 1. No new unified CX category will appear; 2. Speed of adoption for AI solutions (especially agentic AI workflows) will remain slow; and 3. Marketing SaaS will continue to be overlooked in CX and that’s a missed opportunity.
Amazon Connect emerged as a significant beneficiary to product announcements at AWS’s re:Invent 2025 conference. However, the solution’s architecture still straddles CCaaS and CPaaS, creating both strategic advantages and operational limitations for enterprises reviewing contact center software.
Traditional accounting practices are tailor made for waterfall project management. Organizations that have transitioned to the use of standing product teams using Agile and DevOps need to transform their accounting practices as well or they will leave valuable capital expenditure dollars on the table.
So you’ve gone Agile. You do daily scrums, retrospectives, and all the “right” Agile ceremonies. But still your organization isn’t quite convinced. It is now critical to balance the drivers and goals of both Agile and traditional thinking in order to achieve organizational success.
When trying to implement Agile as a defined process, Scrum turned BAs or other roles into order takers with the title “product owner.” This undermines the entire value proposition of product management.
As budgets receive increased scrutiny, technology leaders are looking for ways to unlock efficiencies and capabilities within their organizations. The Conga Connect conference underscored this reality, with conversations about the evolution of revenue lifecycle management (RLM) and the essential need for discovering hidden value, connecting disparate systems and teams, and increasing innovation.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
This note outlines Info-Tech’s Three C’s of Enterprise Collaboration framework to help buyers effectively navigate the collaboration software marketspace.
Zoho has quietly built a global footprint that most tech leaders underestimate. It isn't midmarket anymore, operating in 150+ countries, serving over a million businesses, and supporting 150 million users. Zoho’s partner-led go-to-market strategy has led to its widescale adoption across industries, including manufacturers, automotive franchises, banks, logistics networks, and healthcare systems.
At ZohoDay26, Zoho previewed AppOS – a shared architectural foundation intended to unify data, workflows, identity, governance, and application services across the Zoho ecosystem. AppOS will be generally available in H2 2026. Organizations should interpret this announcement as directional, signaling Zoho’s longer-term consolidation and AI enablement strategy. The broader consideration for CIOs will be whether AppOS aligns with their architectural direction toward consolidation or federation.
Salesforce Data 360 and Snowflake seem to belong to the same category – analytical data store – which raises the question: which one should be used? At a closer look, we can see significant differences that may lead to a decision to use both.
Student retention, already a major concern at higher education institutions, is an even greater concern as students are unable to learn in person and on campus.
Some major LMS conference cancellations or online alternatives have been announced in an attempt to limit the spread of COVID-19, though not all have canceled.
As the world responds to the spread of the novel coronavirus COVID-19, closed schools in some affected areas are turning to eLearning and web conferencing to maintain continuity in course delivery and/or studying.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
Traditional ERP systems have not kept pace with modern constraints on time and budget. Implementations often run far beyond initial plans due to poor organizational change management and low user adoption, primarily driven by a lack of training. This means that even after long and expensive projects, user adoption may still fall short. The result is inconsistent processes and an ERP that fails to provide business benefit.
As budgets receive increased scrutiny, technology leaders are looking for ways to unlock efficiencies and capabilities within their organizations. The Conga Connect conference underscored this reality, with conversations about the evolution of revenue lifecycle management (RLM) and the essential need for discovering hidden value, connecting disparate systems and teams, and increasing innovation.
When leasing IT equipment, the lessor (the company providing the equipment) has one main obligation. However, most leases overlook this critical aspect completely, exposing the lessee (the organization leasing the equipment) to unnecessary risk.
If you want to lease IT equipment, you have many options with regard to potential lessors (the leasing companies). In fact, some manufacturers lease equipment directly to their customers … or do they?
We examine Verkada's history, market position, and core offerings, providing an expert’s perspective informed by three decades of security architecture experience.
IDeaS’ G3 revenue management solution will be highly sought after by properties looking to leverage data to make informed pricing decisions.
Bosch’s release of its INTEOX camera solution moves beyond the legacy “closed circuit” model of surveillance infrastructure to a Camera-as-a-Platform (CaaP) approach, enabling third-party apps at the surveillance perimeter edge to create innovative video-based business solutions and decisions.
As the COVID-19 pandemic continues to evolve, healthcare organizations are looking for ways to expand digital patient care options. Patient management systems like Experian’s eCare NEXT help providers connect new digital clinical workflows to established workflows and revenue cycles.
In an analyst briefing, Zoho provided updates to Zia's capabilities for finance use cases. Specifically, Zoho emphasized reconciliation, reporting, and proactive insights, with a showcase of its new enterprise billing and spend management products.
UKG, a leader in HR management systems, has introduced their Workforce Operating Platform. This platform unifies human capital management, workforce management, and payroll, coupled with its Bryte AI technology. The Workforce Operating Platform aims to help retail, manufacturing, and healthcare institutions manage complexity while simplifying and streamlining processes for frontline workers.
Zoho’s October 2025 analyst briefing by Raju Vegesna, Zoho’s Chief Evangelist introduced new AI-powered advanced security, automation, and workflow agents. These updates have been built into the platform that Zoho customers already use and have been designed to target real, everyday business problems users experience.
BigPanda is expanding its AIOps platform toward a more agent-enabled operating model that will handle detection, incident coordination, and change risk management. BigPanda is positioning its technology around an IT knowledge graph that can encompass both structured telemetry and unstructured operational data. The recent Velocity acquisition has helped BigPanda accelerate agent-oriented capabilities particularly in event detection and response.
Rajesh Ganeshan didn’t walk on stage at the recent ZohoDay (February 2026) to announce a new product or declare a category shift. He spent the time doing something more unusual in enterprise software: explaining why ManageEngine exists the way it does, and why that history suddenly matters again.
The Cisco AI Summit (Feb. 2026) addressed the accelerating maturity of AI adoption inside enterprises. Leaders across infrastructure, security, design, systems, and geopolitics emphasized that organizations are now moving from exploratory experimentation to a period requiring architectural reinvention, measurable outcomes, and new forms of workforce enablement.
Rajesh Ganeshan didn’t walk on stage at the recent ZohoDay (February 2026) to announce a new product or declare a category shift. He spent the time doing something more unusual in enterprise software: explaining why ManageEngine exists the way it does, and why that history suddenly matters again.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
The Cisco AI Summit (Feb. 2026) addressed the accelerating maturity of AI adoption inside enterprises. Leaders across infrastructure, security, design, systems, and geopolitics emphasized that organizations are now moving from exploratory experimentation to a period requiring architectural reinvention, measurable outcomes, and new forms of workforce enablement.
Palo Alto Networks’ acquisition of CyberArk is one of the most strategically important cybersecurity moves of the AI era. This is more than portfolio expansion. It’s a bid to control the identity layer that now determines whether AI systems remain safe, compliant, and trustworthy. CIOs should treat this as a signal: identity security is becoming the new perimeter of enterprise AI.
Rajesh Ganeshan didn’t walk on stage at the recent ZohoDay (February 2026) to announce a new product or declare a category shift. He spent the time doing something more unusual in enterprise software: explaining why ManageEngine exists the way it does, and why that history suddenly matters again.
CyberArk is anchoring its 2026 growth strategy on machine identity security, elevating PKI, CLM, and AI agent governance while positioning identity as the foundational platform layer in modern zero trust and cloud operating models.
Clio, a leading global legal technology company based in Canada, has completed a $1 billion acquisition of vLex, a global legal intelligence platform. Simultaneously, Clio raised $500 million in Series G funding, bringing its valuation to $5 billion. This is considered one of the most significant transactions in legal tech history.
LexisNexis has embedded its Protégé AI assistant into CounselLink+, enabling in-house legal teams to automate matter and invoice summarization, visualize spend and workload data, and access embedded legal content. The platform now combines AI efficiency, contract-to-matter linking, and deep integration with the LexisNexis ecosystem to streamline legal operations and support data-driven decision-making.
Medallia’s Experience ’26 conference announced five voice-of-customer product capabilities, with emphasis on AI-driven topic modeling and embedded action planning. While Smart Topic Builder differentiates Medallia meaningfully, other announcements maintain feature parity.
Salesforce Data 360 and Snowflake seem to belong to the same category – analytical data store – which raises the question: which one should be used? At a closer look, we can see significant differences that may lead to a decision to use both.
Pendo is transforming from a product analytics company into a comprehensive platform that supports both conventional user interfaces and AI. It now links usage data to revenue and customer insights and adds predictive features along with agent-focused tools.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
ServiceNow is redefining enterprise workflows with Work AI, Raptor DB, and autonomous deployment – streamlining IT, CRM, and onboarding to deliver measurable ROI, unified governance, and faster time-to-value across the entire organization.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
CLDigital’s Business Continuity Management (BCM) software – CLDigital 360 (also known as CL360) – is among the leaders in this market (see our BCM Software Reviews category). Their BCM solution is part of their overall GRC suite built on a low-code/no-code platform which simplifies customization, and they have added AI functionality to further streamline BCM and GRC work.
Asana has introduced new AI features aimed at expanding its work management platform with agent‑driven automation. The core capability, AI Teammates, enables AI to directly support task execution, content creation, and workflow progression rather than serving only as a passive assistant. These capabilities are most beneficial for organizations that already maintain structured, consistent usage of Asana across teams.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
OfficeSpace Software is repositioning itself as an AI operating system for the built world, backed not by generic LLM wrappers but by domain‑specific models through their acquisition of Dojo. These models automate high‑value workflows such as restacks, occupancy forecasting, adjacency optimization, and asset planning – the tasks that currently live in spreadsheets and company knowledge. The claim is ambitious, but the underlying technical foundation is materially stronger than what most workplace vendors are offering. The real story is whether this can break through a category long resistant to modernization.
Discover how NICE Enlighten AI is transforming call centers. Say goodbye to traditional call centers and hello to the future of enterprise customer experience.
In a world where understanding of the power of AI is still confusing, ServiceNow has excellent messaging on what AI can actually achieve in an enterprise. Through TV ads and ads in the Wall Street Journal, the messaging has been clear: AI can assist and improve efficiency. With their recent announcement (February 2026) of two major launches – Autonomous Workforce and Employee Works – ServiceNow underscores the shift of AI from “answer engines” to “actually finishing the job.” With this announcement their message is clear: the era of AI experiments is over; AI operations at scale have begun. And ServiceNow wants to be the control tower that runs all of it.
ServiceNow exceeds guidance as enterprise AI adoption accelerates growth, margin, and cash flow. Now Assist ACV tops $600M and heads toward a $1B run rate while customers commit at scale.
ServiceNow positions its CRM as a strategic platform extension, though its capabilities remain narrower than a traditional CRM. Yet, even if ServiceNow CRM is functionally sufficient for an organization, CIOs should be mindful that this platform has broader architectural considerations for organizations’ AI strategy.
JDA’s Workforce Management and Warehouse Labor Management software functions are now offered in an integrated manner to drive productivity gains in the warehouse.
Many people are challenged by the economic constraints of car ownership. Rising vehicle prices, registration fees, automobile insurance, ongoing maintenance, fuel, and parking fees can bleed people dry. In response, technology companies are developing innovative ways to offset the costs.
A powerful combination of supply chain visibility and global trade management is now available through E2open and its acquisition of Amber Road software.
Finastra launches securities financing transaction regulation (SFTR) support ahead of the European Union’s April 11, 2020 deadline.
Three global banks launched a blockchain-based platform to bring the promise of open ledgers and contracts to the loan management market.
Wolters Kluwer suffers security breach after poor security management.
Traditional accounting practices are tailor made for waterfall project management. Organizations that have transitioned to the use of standing product teams using Agile and DevOps need to transform their accounting practices as well or they will leave valuable capital expenditure dollars on the table.
So you’ve gone Agile. You do daily scrums, retrospectives, and all the “right” Agile ceremonies. But still your organization isn’t quite convinced. It is now critical to balance the drivers and goals of both Agile and traditional thinking in order to achieve organizational success.
When trying to implement Agile as a defined process, Scrum turned BAs or other roles into order takers with the title “product owner.” This undermines the entire value proposition of product management.
We examine Verkada's history, market position, and core offerings, providing an expert’s perspective informed by three decades of security architecture experience.
IDeaS’ G3 revenue management solution will be highly sought after by properties looking to leverage data to make informed pricing decisions.
Bosch’s release of its INTEOX camera solution moves beyond the legacy “closed circuit” model of surveillance infrastructure to a Camera-as-a-Platform (CaaP) approach, enabling third-party apps at the surveillance perimeter edge to create innovative video-based business solutions and decisions.
As the COVID-19 pandemic continues to evolve, healthcare organizations are looking for ways to expand digital patient care options. Patient management systems like Experian’s eCare NEXT help providers connect new digital clinical workflows to established workflows and revenue cycles.
Student retention, already a major concern at higher education institutions, is an even greater concern as students are unable to learn in person and on campus.
Some major LMS conference cancellations or online alternatives have been announced in an attempt to limit the spread of COVID-19, though not all have canceled.
As the world responds to the spread of the novel coronavirus COVID-19, closed schools in some affected areas are turning to eLearning and web conferencing to maintain continuity in course delivery and/or studying.
Clio, a leading global legal technology company based in Canada, has completed a $1 billion acquisition of vLex, a global legal intelligence platform. Simultaneously, Clio raised $500 million in Series G funding, bringing its valuation to $5 billion. This is considered one of the most significant transactions in legal tech history.
The Cisco AI Summit (Feb. 2026) addressed the accelerating maturity of AI adoption inside enterprises. Leaders across infrastructure, security, design, systems, and geopolitics emphasized that organizations are now moving from exploratory experimentation to a period requiring architectural reinvention, measurable outcomes, and new forms of workforce enablement.
mimik is the first company we've encountered that discusses how to operationalize billions of agents to perform tasks in the physical world, not only within software workflows but also in industrial processes. The company’s core thesis is that the existing cloud-first mobile internet infrastructure is a legacy bottleneck that is unsustainable for the computational, cost, and energy demands of agentic AI. Powered by mimik, DFC-AI seeks to fundamentally reorganize compute distribution by prioritizing the edge.
JDA’s Workforce Management and Warehouse Labor Management software functions are now offered in an integrated manner to drive productivity gains in the warehouse.
Visually presenting data assists the public understanding of complex issues. Using GIS mapping tools is an effective way of layering data from various source for quantitative analysis.
Esri made several big announcements at its Developer Summit in Palm Springs, CA, in March 2019. ArcGIS for Developers is a suite of developer tools and resources specifically for the creation of web-based and native applications.
Esri recently hosted the sixth annual Public Sector CIO Summit. Key topics included the role of emerging technology, emerging trends like location intelligence and smart cities, and the need to create “wins” to demonstrate IT’s value.
OfficeSpace Software is repositioning itself as an AI operating system for the built world, backed not by generic LLM wrappers but by domain‑specific models through their acquisition of Dojo. These models automate high‑value workflows such as restacks, occupancy forecasting, adjacency optimization, and asset planning – the tasks that currently live in spreadsheets and company knowledge. The claim is ambitious, but the underlying technical foundation is materially stronger than what most workplace vendors are offering. The real story is whether this can break through a category long resistant to modernization.
Discover how NICE Enlighten AI is transforming call centers. Say goodbye to traditional call centers and hello to the future of enterprise customer experience.
In an analyst briefing, Zoho provided updates to Zia's capabilities for finance use cases. Specifically, Zoho emphasized reconciliation, reporting, and proactive insights, with a showcase of its new enterprise billing and spend management products.
POS system purchases are being driven by ease of integration. Identified as having the most satisfying of all POS systems when it comes to integration, Restaurant Manager displays that it understands the needs of restaurant operators.
As pick-up/takeout has been the only operating option for restaurants for the last few months, Silverware’s release of its “In-Seat Contactless Platform” will assist COVID-19 “new normal” restaurants to deploy mobile-first, phone-to-table contactless features that were once a convenience but are now features of necessity.
Many people are challenged by the economic constraints of car ownership. Rising vehicle prices, registration fees, automobile insurance, ongoing maintenance, fuel, and parking fees can bleed people dry. In response, technology companies are developing innovative ways to offset the costs.
