Can Agentforce Sales Redefine AI Sales, Or Will Platform Fatigue Slow Adoption?

Keith Kirkpatrick, VP & Research Director at Futurum, covers Salesforce’s Agentforce Sales launch, and discusses the implications for customers, prospects, and other vendors in the market.

Can Twilio’s PGA Deal Redefine Data-Driven Engagement in Sports?

Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights into Twilio’s deal with the PGA of America, and discusses the potential benefits and challenges for Twilio as the deal unfolds.

Can Avaya Nexus Redefine Mission-Critical Voice as a Strategic Asset?

Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights on the launch of Avaya Nexus and discusses the implications for prospects, customers, and the CCaaS market.

Is SAP’s Next-Gen Ariba the Missing Link for Real Agentic Procurement Workflows?

Keith Kirkpatrick, VP & Research Director at Futurum, covers the launch of next-generation SAP Ariba, which embeds AI natively within procurement, leveraging SAP’s unmatched troves of workflow and process data.

Will Workday’s Sana Make Conversational AI the Core Interface for Enterprises?

Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights into Workday’s announcement of Sana, its conversational AI suite designed to unify workflows by embedding AI agents natively within HR, finance, and connected business systems.

Agentic AI Surges 31.5% to Become the Fastest-Growing Enterprise Tech Priority

Futurum’s Keith Kirkpatrick reveals agentic AI surged 31.5% year-over-year as the fastest-growing enterprise technology priority among 830 IT decision-makers, with combined top-two rankings reaching 39.3%.

Enterprise Connect 2026 — How Will AI’s Emergence Impact CCaaS Vendors?

Keith Kirkpatrick, VP & Research Director with Futurum, covers Enterprise Connect 2026, and shares his insights on the evolution of the CX market and its impact on CCaaS vendors.

Will the AWU Metric Drive Outcome Pricing Use by Enterprises Above 18.7%?

Keith Kirkpatrick, VP and Research Director at Futurum, covers Salesforce’s introduction of agentic work units (AWUs), and shares his insights on how this ties into the larger trend of outcomes supplanting consumption as a pricing strategy for agentic AI.

Will Salesforce’s Agentic Contact Center Force a Rethink of CCaaS Sourcing?

Keith Kirkpatrick, VP & Research Director at Futurum, shares his insights on Salesforce Contact Center offering, and discusses the impact for customers and Salesforce’s competitors in the CCaaS and enterprise CX platform markets.

Will Zendesk’s Forethought Acquisition Enable True Agentic Resolutions?

Keith Kirkpatrick, VP & Research Director at Futurum, covers Zendesk’s proposed acquisition of Forethought, and discusses its impact on Zendesk’s Resolution Platform, outcome-based pricing models, and other SaaS competitors offering AI agents.

Can Microsoft’s Frontier Suite Deliver AI Excellence at Scale?

Futurum analysts Keith Kirkpatrick and Fernando Montenegro share their insights on Microsoft’s Frontier Suite, and discuss the implications for both enterprise buyers and the company’s competitors.

Will SAP’s New Services Portfolio Deliver Continuous Transformation?

Keith Kirkpatrick, VP and Research Director at Futurum, shares his insights into SAP’s renewed multi-tiered Services and Support Portfolio, and assesses the risks to SAP and the impact on the company’s competitors.