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Creatio’s AI CRM: Who Gets to Build the Next Agent?

Creatio’s AI CRM: Who Gets to Build the Next Agent?

by Thomas Wieberneit | Aug 4, 2026 | Blog, Sponsored

Every AI CRM vendor selling into 2026 has an AI agent story by now. The differentiator is no longer whether agents exist, but who is allowed to build the next one, how long that takes, and what happens to the bill once it works. For decades, CRM has promised growth...
The Agentic AI Mirage: Why Your ‘Personalized’ Assistant is Working for the Vendor, Not You

The Agentic AI Mirage: Why Your ‘Personalized’ Assistant is Working for the Vendor, Not You

by Thomas Wieberneit | Jul 15, 2026 | Blog, CRMKonvos

The Ghost of Cluetrain In 1999, the Cluetrain Manifesto famously declared that “markets are conversations.” It was an inspiring, romantic notion that promised to democratize commerce, wresting power from faceless corporate monoliths and handing it back to...
Usage-Based Pricing for Copilot Is Good for Microsoft’s Investors. Read That Sentence Again.

Usage-Based Pricing for Copilot Is Good for Microsoft’s Investors. Read That Sentence Again.

by Thomas Wieberneit | Jun 20, 2026 | Blog

TheStreet ran a piece this week arguing that, of Microsoft’s two Copilot announcements, the shift to usage-based pricing matters more to investors than the DeepSeek flirtation. That read is correct. It is also the tell. Here is what Microsoft actually did....
Pega’s fix for runaway AI costs: stop the agents from thinking at runtime

Pega’s fix for runaway AI costs: stop the agents from thinking at runtime

by Thomas Wieberneit | Jun 13, 2026 | Analysis, Blog

The news At its PegaWorld conference in Las Vegas on June 8, 2026, Pegasystems announced Pega Infinity 26, which it says will be available in Q3 2026. The principal change is commercial: Pega is moving away from per-token pricing for its AI agents toward a flat charge...
Zendesk’s Specialist Bet Is the Right One; and Here’s What Would Make It a Moat

Zendesk’s Specialist Bet Is the Right One; and Here’s What Would Make It a Moat

by Thomas Wieberneit | May 22, 2026 | Blog

If you only read the press releases, Zendesk Relate 2026 told a strong, clean story. The era of the chatbot is over. Welcome the Autonomous Service Workforce. Resolution replaces deflection. Outcome-based pricing is the new norm. Specialization beats generalist...
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  • The Enterprise AI Intent Gap
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  • The Customer Journey Illusion: Stop Mapping and Start Enabling
  • Creatio’s AI CRM: Who Gets to Build the Next Agent?
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