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AI, Decision Velocity, and the Future of Marketing | CR CX Convo

AI, Decision Velocity, and the Future of Marketing | CR CX Convo

Don't miss that latest CR #CX Convo between Rob Walker of Pegasystems and Constellation analyst Liz Miller about #AI reshaping enterprise strategy, operations, and customer engagement...

Here are 4?? covered topics you'll want to know more about:

🔍 AI as a productivity multiplier: Intelligent assistants that double output — not just in theory, but in execution.

🎨+📊 The convergence of creative and statistical AI: #GenerativeAI is no longer just for content — it's driving #data-informed creativity across functions.

🏢 Becoming AI-native is a strategic imperative: Firms that don’t consciously evolve risk falling behind. AI-native isn’t a buzzword — it’s a business model shift.

💡 The Future of Marketing: Hyper-personalized content at enterprise scale, AI avatars engaging with customers in real time, and a complete rethinking of traditional campaign models.

Watch the full interview for a peek at the future of enterprise tech.

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ServiceNow makes its CRM ambitions crystal clear

ServiceNow makes its CRM ambitions crystal clear

ServiceNow is hellbent on being a big CRM player, relegating established giants like Salesforce to the legacy infrastructure bin and running its platform playbook repeatedly.

For those of us watching ServiceNow closely, CEO Bill McDermott's CRM play isn't that surprising. After all, ServiceNow has dabbled in CRM workflows for years, but the recent acquisitions of Moveworks and Logik.ai telegraph the move.

And if you needed more evidence that ServiceNow sees itself as a CRM disruptor consider this: On a strong first quarter earnings call, the acronym "CRM" was mentioned 35 times. Geopolitical and some flavor of economy was mentioned 10 times. Pro Plus, ServiceNow's AI agent tier, was noted 16 times. AI agents were mentioned 11 times. How's that for priorities?

McDermott noted that ServiceNow CRM and industry workflows are "already ServiceNow's fastest growing business." He added that Logik.ai will be used to drive AI powered selling.

"This will be a natural step forward in ServiceNow CRM strategy, building on our core strengths of connecting functional teams and powering simple, efficient workflows.

Configure, price, quote, sell, fulfill, service on one fully integrated architecture with native built AI agents to take automation to the next level. There's not a day that passes when we don't hear from customers who are dissatisfied with their status quo. For a long time, I've been saying no one has to lose for us to win. Our customers have now adjusted me. They want someone else to lose, so they can continue to invest more in ServiceNow."

The numbers are highlighting ServiceNow momentum and it’s very clear that the company sees itself on a collision course with Salesforce, which is unifying its platform with Agentforce. ServiceNow has plenty of room to run in CRM as it expands its total addressable market. CRM and industry workflows were in 16 of the company's top 20 deals and nine of them had more than $1 million in ACV.

McDermott was asked about ServiceNow's CRM strategy since it doesn't sound like the company is going to be satisfied being a connector of workflows. In fact, ServiceNow is getting closer to the core system of record.

Note the nuance from McDermott:

"We regard the CRM system of record as an important data source. It's fine. But you're right. Our ambitions supersede a database. We believe strongly that our massive capabilities have emboldened us to go after a CRM in a differentiated way. And for one example, when you just talk about sales and order management and that solution, we're just super excited about how we're going to reimagine it. If you talk to a high-tech manufacturer today and they have to put together a supercomputer, the complexity of configuring it, pricing and quoting it could be days. So anything that's complicated, we're going to do in minutes or seconds. And we're delivering a fully integrated AI powered front office. That's going to connect sales and service, streamline operations and dramatically improve time to revenue."

McDermott said enterprises want to get away from "the fragmented legacy CRM stacks" and want a unified platform to take advantage of AI and AI agents. "It would be super tactical to add an agent to one instance of a disconnected CRM system from all the other processes I just mentioned. So we're going to make CRM faster. We're going to make it smarter and it's going to be purpose-built for modern business," said McDermott.

ServiceNow's Amit Zavery also noted that customers are having a difficult time modernizing workflows with AI with legacy systems. It's about process reinvention for CPQ, sales order management and customer service as much as CRM.

Indeed, McDermott said he was talking to one company that had 175 different instances of a CRM system and looking at ServiceNow to consolidate them.

The other takeaway is that ServiceNow leaders see their platform as deflationary to the broader enterprise software space. "No one says I'm going to use my ERP to cut across all systems and drive productivity. And that same goes for a CRM standalone or an HCM standalone. But they do say that about ServiceNow," said McDermott. "We put it all together in an enterprise grade AI workflow. So now you're taking advantage of AI, you're taking advantage of the data, and you're taking advantage of integrating processes at mass scale to get big business outcomes. It just so happens that CRM is one that we intend to be the leader in."

 

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IBM maintains Q2 outlook, reports better-than-expected Q1

IBM maintains Q2 outlook, reports better-than-expected Q1

IBM reported better-than-expected first quarter results and maintained its outlook in what CEO Arvind Krishna called a "fluid" macroeconomic environment.

Big Blue also said that its generative AI book of business is now more than $6 billion to date and up more than $1 billion in the quarter.

IBM reported first quarter earnings per share of $1.12 a share on revenue of $14.5 billion, up 1% from a year ago. Non-GAAP earnings were $1.60 a share.

Wall Street was expecting IBM to report first quarter earnings of $1.40 a share on revenue of $14.4 billion. Krishna said:

"We remain bullish on the long-term growth opportunities for technology and the global economy. While the macroeconomic environment is fluid, based on what we know today, we are maintaining our full-year expectations for revenue growth and free cash flow."

  • Software revenue of $6.3 billion was up 7% in the first quarter compared to a year ago. Growth was led by Red Hat with first quarter growth of 12% and automation, up 14%.
  • Consulting revenue in the first quarter was $5.1 billion, down 2% from a year ago.
  • Infrastructure revenue was $2.9 billion in the quarter, down 6%.

A screenshot of a computer screen

AI-generated content may be incorrect.

As for the outlook, IBM projected 2025 revenue growth of at least 5%. Second quarter revenue will be between $16.4 billion and $16.75 billion.

Krishna said:

"Technology remains a key competitive advantage allowing businesses to drive cost efficiencies, productivity and preserve the balance sheets. In the near term, uncertainty may cause clients to pause and take a wait and see approach. However, the value of hybrid cloud automation, data sovereignty and on premise solutions becomes even more critical in volatile windows. Recent conversations that I've had with clients reflect this view of the current environment."

He also touted AI's role. 

"The AI portfolio we have built is designed to give clients a comprehensive set of tools to deploy AI within their enterprise. AI agents will accelerate the ability of many enterprises to turn the promise of generative AI into real value. Consulting is helping clients design and deploy AI strategies and use cases." 

Other items from the call:

  • Krishna said infrastructure is playing a bigger role with the new z17 mainframe and first installment of IBM Quantum System Two in Spain.
  • CFO James Kavanaugh said IBM is leveraging AI to improve its own productivity. "We remain laser focused on accelerating our productivity initiatives. We are transforming our enterprise operation, leveraging technology and embedding AI across more than 70 workflows, such as HR IT support, procurement, finance, quote to cash and more," he said. 
  • IBM has decreased its vendor spend by more than $1 billion by optimizing supply chain and service delivery and right-sizing infrastructure. 
  • IBM has little tariff exposure in the US as goods imported outside of the US represent less than 5% of the overall spend. 
Data to Decisions IBM Chief Information Officer

ServiceNow eases worries with strong Q1 earnings, Q2 outlook

ServiceNow eases worries with strong Q1 earnings, Q2 outlook

ServiceNow's first quarter should alleviate a bevy of emerging concerns in enterprise technology. The company landed multiple Pro Plus AI deals in the quarter and grew its US public sector business by more than 30% amid macroeconomic uncertainty.

For the first quarter, ServiceNow reported earnings of $460 million, or $2.20 a share, on revenue of $3.088 billion. Non-GAAP earnings in the first quarter were $4.04 a share.

Wall Street was looking for earnings of $3.94 a share on revenue of $3.09 billion.

The company has expanded more into CRM and revamped its business model so AI agents are activated on its platform and enterprises pay by consumption. ServiceNow's ground game is also strong as the company shined in manufacturing and healthcare and life sciences.

In addition, ServiceNow outlined new partnerships along with its results. ServiceNow said it has partnered with Aptiv to provide edge device intelligence across multiple industries. ServiceNow also said it will launch an AI service management suite with Vodafone Business. The company also said it will partner with Devoteam in a bid to land CRM projects in Europe and the Middle East.

CEO Bill McDermott said the company is driving value for customers and playing a big role in transformation projects. CFO Gina Mastantuono said ServiceNow is driving efficiencies via AI and reducing costs. ServiceNow ended the first quarter with 508 customers with annual contract values topping $5 million.

As for the second quarter outlook, ServiceNow said it was benefiting from a weaker US dollar and it exceeded the high end of its subscription revenue guidance. Nevertheless, it said it “only flowing through part of those benefits” in its outlook to account for economic uncertainty. ServiceNow projected subscription revenue of $3.03 billion to $3.035 billion, up 19% to 19.5%. For 2025, ServiceNow is projecting revenue between $12.64 billion and $12.68 billion, up 18.5% to 19%.

On a conference call, McDermott said:

"While it's true there are some unknowns out there, this is far from the first macro disruption we have encountered. You don't build a defining company by surrendering to uncertainty. You do it by seeing challenges as opportunities. We have zero interest in anything less than outperforming."

He added that customers are focused on taking out costs, modernizing tech stacks and leveraging AI. McDermott also talked up ServiceNow's US government business.

CFO Mastantuono said: "We went through a very rigorous analysis of our business and its exposure to areas that could potentially be impacted by the current geopolitical. Federal is a piece of it and enterprise, of course. What I'll tell you is that demand remains strong. The customers we're talking to are absolutely focused on the future and growth in and cost out. ServiceNow platform remains a deflationary tool that customers are leaning into in times of uncertainty."

Constellation Research analyst Holger Mueller said ServiceNow put up a strong quarter. He said:

"ServiceNow breaks two key milestones, $10 billion projected revenue for the fiscal year and $3 billion in revenue for the quarter. For the longest time it was not clear where future growth will come from, but Bill McDermott and team have expanded their total addressable market going into CRM and HCM. Both markets make sense as they are characterized by unstructured processes and fragmented automation islands. But next quarter will show as ServiceNow is making new enemies."  

Other key items:

  • "CRM and industry workflows continued its momentum in 16 of our top 20 deals, with nine deals that were over a million core business workflow," said McDermott. 
  • McDermott said it is expanding its addressable market with CRM and supply chain. "There's not a day that passes when we don't hear from customers who are dissatisfied with the status quo," said McDermott. 
  • ServiceNow said RaptorDB, the company's next-gen database, saw annual contract value sequential gains and had five deals worth more than $1 million.  

A screenshot of a computer

AI-generated content may be incorrect.

The company noted that Paul Smith is resigning as the company’s president of global customer and field operations. He is succeeded by Paul Fipps.

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Tech Transformation: AI, Layoffs, and Strategic Shifts | ConstellationTV Episode 103

Tech Transformation: AI, Layoffs, and Strategic Shifts | ConstellationTV Episode 103

ConstellationTV Episode 103 just dropped! 📺 Co-hosts Liz Miller and Holger Mueller kick off with #tech news, covering Google Cloud Next, #AI innovation, and industry workforce dynamics (tech layoffs, sales restructuring, etc.)

Next, Liz and Rob Walker from Pegasystems talk h#AIagents. Namely, how autonomous thinking is the new competitive advantage, becoming an AI company is no longer optional, and how agents must deliver tangible #business value.

Holger concludes with takeaways from the Oracle Database Analyst Summit, describing how 7,000 Oracle developers are reimagining databases and expanding their multi-cloud capabilities and AI integrations.

00:00 - Meet the Hosts
00:19 - Enterprise Technology News
13:38 - CR #CX Convo with Pegasystems
20:50 - Oracle Database Analyst Summit
31:40 - Bloopers!

Tune in for a new ConstellationTV episode every two weeks! Get the latest news, research updates, and case study interviews during the fastest 30 minutes in enterprise technology!

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Nvidia NeMo Microservices generally available, aims for AI agent data flywheel

Nvidia NeMo Microservices generally available, aims for AI agent data flywheel

Nvidia said its NeMo Microservices are generally available as it aims to enable developers to leverage a "data flywheel" that enables enterprises to scale AI agents.

The general availability of Nvidia NeMo Microservices is a follow-up to GTC 2025 announcements. The idea of the NeMo Microservices portfolio is to automate and scale what Nvidia refers to as AI teammates.

GTC 2025: Nvidia GTC 2025: Six lingering questions | Nvidia launches Blackwell Ultra, Dynamo. outlines roadmap through 2027 | Nvidia launches DGX Spark, DGX Station personal AI supercomputers | Nvidia's model parade: Llama Nemotron, Cosmos additions, Isaac GROOT N1

The components of NeMo Microservices, which will integrate with Nvidia's Triton Inference Server, include:

  • NeMo Curator for data processing.
  • NeMo Customizer for model customization.
  • NeMo Evaluator to pick and evaluate models.
  • NeMo Guardrails for protection.
  • NeMo Retriever for information retrieval.
  • Llama Nemotron, a reasoning large language model.

These components each have a role in taking enterprise data and creating the flywheel to leverage agents. Nvidia's NeMo Microservices are going live with a host of integrators and key enterprise vendors such as SAP and ServiceNow backing them.

NeMo Microservices will be available in Nvidia AI Enterprise, include hybrid cloud deployments and work with multiple models and AI software frameworks. Each microservice operates in its own container and Nvidia said there will be a lot more on deck focused on orchestration and adding components.

In a briefing, Nvidia outlined the following use cases:

  • Amdocs is using telecom genAI agents for a 64% improvement in average handling time with half of calls being resolved on the first call. Amdocs deployments used NeMo Microservices to create agents for billing, sales and network to analyze logs.
  • ServiceNow AI agents across HR, IT and customer support are freeing up 3 million hours of human capacity.
  • Yum is using the Nvidia microservices stack to expand voice AI order taking to 500 restaurants.
  • Accenture, AT&T and Cisco all cited use cases in research, call center agents and software development.

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Microsoft: Human, AI agent ratios will be critical to success as new roles emerge

Microsoft: Human, AI agent ratios will be critical to success as new roles emerge

As enterprises adopt AI agents and digital workers, companies' success may depend on the human-agent ratio and how workflows are managed.

Microsoft released its annual Work Trend Index report, which surveyed 31,000 people across 31 countries and including LinkedIn labor and hiring trends. The report argues that Frontier Firms are emerging that are utilizing digital workers via agentic AI.

According to Microsoft, in the next two to five years most enterprises will be on the way to being a Frontier Firm. Findings of the report include:

  • 82% of leaders say they'll use digital labor to expand in the next 12- to 18-months.
  • 53% of leaders say productivity has to increase, but 80% of the global workforce said they are strapped for time and energy. Microsoft said its telemetry from Microsoft 365 applications show that employees are interrupted every two minutes by meetings, emails or pings.
  • 46% of leaders say their companies are using agents to fully automate workflows and processes.
  • 33% of leaders are considering using AI to reduce headcount.

The Microsoft report included new updates for Microsoft 365 Copilot including search, IT governance tools, notebooks and memory and personalization. Microsoft's general theme is that enterprises will be able to procure intelligence on-demand with digital labor.

Research: The Future of Agentic AI: Get Ready to Build Your Own Agents With Ease | Exponential Efficiency in the Age of AI | AI Trends for 2025 and Beyond | 2025 Employee Experience Trends

What caught my eye in the report is how enterprises on the frontier of agentic AI will have to create new roles and upend traditional org charts. After all, where humans sit in the workflow will be critical to success. Some of those roles that are emerging include:

  • AI data specialist.
  • AI ROI analyst.
  • AI business process consultant.

In addition, org charts may be replaced by models where teams form around jobs instead of functions powered by agents and humans. But mixing and matching humans and AI agents will be as much art as science. Roles may blend HR and IT as enterprises try to blend human and digital labor.

Indeed, 28% of managers are considering hiring AI workforce managers to lead hybrid teams of people and agents.

Microsoft noted in its report:

“As agents increasingly join the workforce, we’ll see the rise of the agent boss: someone who builds, delegates to, and manages agents to amplify their impact—working smarter, scaling faster, and taking control of their career in the age of AI. From the boardroom to the front line, every worker will need to think like the CEO of an agent-powered startup, directing teams of agents with specialized skills like research and data analysis. For those ready to expand their scope, it will be a career accelerator—but the data shows that leaders are ahead of employees. Bridging the gap will take more than access; it will require training, oversight, and a new way of working—one that leaders must help shape.”

 

 

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SAP Q1 solid amid uncertainty

SAP Q1 solid amid uncertainty

SAP in the first quarter delivered cloud revenue growth of 27% from a year ago with total revenue growth of 12%.

The company reported first quarter earnings of €1.796 billion, or €1.52 a share, on revenue of €9.01 billion. Cloud revenue was €4.99 billion, up 27% from a year ago. Cloud ERP revenue was €4.25 billion, up 34% from a year ago.

CEO Christian Klein said the first quarter results show that its "success formula is working." Current cloud backlog was up 29% at constant currencies. CFO Dominik Asam said the first quarter was "a solid start to the year in a highly volatile environment."

SAP maintained its 2025 outlook, but Asam noted that the company remains "mindful of the broader environment and are approaching the rest of the year with vigilance, continuing to safeguard both profit and cash flow."

The enterprise software giant added that it is adding customers to its RISE with SAP program including Hyundai and Kia, Mazda, Molson Coors and Tyson Foods to name a few. The company recently outlined the SAP Business Cloud via a partnership with Databricks and a stack designed for agentic AI.

"No one can really predict how the global economy will develop throughout 2025 without any doubt, uncertainty in the market remains high," said Klein, who said SAP's business model is resilient and the pipeline looks strong. "Our globalization team localizes SAP portfolio, including solutions like global trade services management that enables our customers to manage every single global transaction in real time steer their companies in uncertain times. Our customers can run real time financial simulations based on internal and external data."

Other items from the call:

  • Klein said Sapphire will include deep dives into agents and core areas as well as "the next chapters of the SAP growth story."
  • SAP customers are building use cases around supply chain, productivity and AI and processes such as order-to-cash. Those use cases haven't diminished amid geopolitical risks, said Klein. 
  • The promise of the SAP Business Cloud partnership with Databricks revolves around customers match SAP data with other system. "This is a real 360 that doesn't require an arm

SAP is also using its own software to highlight returns for customers.

As for the outlook, SAP projected cloud revenue at constant currency of €21.6 billion to €21.9 billion in cloud revenue, up 26% to 28%. Cloud and software revenue at constant currencies will be up 11% to 13% for 2025. SAP projected operating profit excluding items of €10.3 billion to €10.6 billion in 2025. SAP said the outlook will vary depending on currency fluctuations.

Constellation Research analyst Holger Mueller said:

"It looks like SAP is starting to pick up speed convincing its customers to move to the cloud and S/4HANA. AI has come to the rescue for SAP, with customers realizing that with AI they need to run SAP, data and automation in the cloud. The launch of the SAP Business Data Cloud should invigorate the trend. Now SAP of course has to show in Q2 that Q1 was no fluke."

A screenshot of a computerAI-generated content may be incorrect.

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What Should The Board Worry About Today?

What Should The Board Worry About Today?

This is one of the first times I apply the distilling framework to a recommendation, please let me know in the comments what you think.

(Also, this is a summary without sources or links, nor detailed analysis... if you think that would be useful... well, let's talk. I have a service that does that... Let's leave shameless plugs behind, focus on distilling).

I have spent the last two weeks going through vast noise repositories looking for the five topics that matter to a board right now. There are three caveats to these exercises: topics change almost daily given the global economic instability, there is too much content to analyze, and most of it does not correspond at the level (board members) of my focus. This makes the process long and tedious, almost impossible without a framework. The distilling framework helps me focus on a two-horizon recommendation (9-12 and 12-18 months) which are both actionable and plan-ready, and relevant to a board focus between near-term and short-term.

As I started this exercise, five topics appeared based on three key criteria: long-term investment, board-level interest, and reflecting the current "market interest" (you can read hype if you want...). The top five topics were:

  1. Cloud Infrastructure
  2. Cybersecurity  
  3. Generative AI
  4. Supply?Chain
  5. Edge Computing

My friend ChatGPT and I had a back-and-forth conversation on this topic based on two different scenarios: one where I fed it the links of what I read and listened to, and one where I asked it to do the same exercise by "themselves". This is about validating my thinking more than lazily adjudicating it to "them"… and also about validating the process, methodology, and framework I am using.

(NE - without making a political statement, I will use they/them to refer to ChatGPT and other inanimate AI agents going forward. I will also always tell you when I used GenAI models to help with the distillation, that's part of the framework)

The results were interesting (as to modification of the investment priorities), and challenging (the difference between the final outputs were very close, but then again -- I had to feed the right information, caveats, and context to get the "right" output, that is one that matched what I had concluded).

Truth be told, I was hoping for something more controversial and different, more of a debate... my guess is we are not there yet, as GenAI has very limited critical thinking (read: none) and reasoning (real reasoning, not what we call it for the purpose of GenAI glorification) capabilities. If you feed it the right information, with its own biases, it will agree with your biases... that's a core feature of GenAI.

But I digress...

The investment allocation was then modified, bure more important - and this is something I got from ChatGPT and not my input - the order of the priorities did not change, the amount allocated from the total budget did.

This was a promising twist, and this is where we are... the table below reflects the change in priorities and budget allocation.

Area

Prior %

New %

?

Cloud Infrastructure

40 %

35 %

? 5 %

Cybersecurity &

25 %

20 %

? 5 %

Generative AI

20 %

30 %

+ 10 %

Supply?Chain

10 %

10 %

± 0 %

Edge Computing

5 %

5 %

± 0 %

The change was very interesting, but when I asked for justification, this is what It said

Why This Shift Matters

  1. Competitive Parity & Differentiation
    With a significant portion of peers adopting generative AI today, under?investing risks ceding efficiency gains and new product capabilities.
  2. Acceleration of High?ROI Use Cases
    Many organizations report measurable productivity boosts (up to 20–30 % time savings) once generative AI is embedded in workflows.
  3. PESTEL Alignment
    • Technological: AI is no longer experimental—it’s core to digital strategy.
    • Economic: High adoption drives down tooling costs and accelerates vendor maturity.
    • Social: Customers and employees expect AI?enabled experiences.

By reallocating an additional 10 % of our IT budget to generative AI, we both defend against “AI laggard” risk and position ourselves to capture its outsized productivity and innovation dividends—while still safeguarding our cloud foundation, security posture, and supply?chain resilience.

Which, astonishingly… I agree.  Investing in a mainstream technology is a safer alternative to investing in infrastructure for competitive reasons, better ROI, and meeting expectations.  Those were my reasons for the change, I am glad ChatGPT agrees.

This was an exercise in validating my thinking.  Remember that I fed it the information, and selection biases, as input.  I also asked it to do the same exercise on its own – and provide sources for its thinking… and the sources were similar…. I like the results of the experiment, and like the validation of the methodology… non?

Is this framework and process interesting? Want to see the back notes and research on this? contact me... this is not a sales pitch; it's a search for interested parties to discuss the findings.

Thanks for reading, talk soon.

 

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BT150 zeitgeist: Agentic AI has to be more than an 'API wearing an agent t-shirt'

BT150 zeitgeist: Agentic AI has to be more than an 'API wearing an agent t-shirt'

CxOs in the BT150 are starting to push back on agentic AI washing from enterprise vendors.

Our April BT150 meetup touched on multiple topics including tariff volatility on projects and costs (everyone flying blind) and ascending cloud vendors (Google Cloud and Oracle Cloud Infrastructure have momentum), but agentic AI again was the big theme.

Agentic AI has been a running topic among the BT150 and the biggest issue is discerning what's real, what's hype and are the data ducks in order at their enterprises. Our CxO call, which is operated under Chatham House rules, summed up the skepticism about the short- and mid-term returns on agentic AI. Overall, CxOs buy into AI agents, but you can quibble all day about timelines.

2025 BT150 zeitgeist:

One CxO summed up the state of agentic AI: "I have struggled to find an agent that wasn't an API that was just wearing an agent t-shirt. I'm still struggling to find one." 

That take is worth a mention because last BT150 call there was a few questions about whether RPA is a way more cost-effective approach to some of these issues. CxOs said that vendors are often touting agents when it's click automation or just an interface that doesn't scale.

There also needs to be a lot more work on API automation, finding the right ones and connecting APIs while negotiating credentials and data exchange.

The big takeaway is that CxOs need to beware of agents that are just dressed-up APIs.

"We had a lot of cloud washing. We had a lot of AI washing. And now we have a lot of agent washing," one CxO said.

Constellation ShortList™ Cross-Platform Agentic AI

Other tidbits on agentic AI include:

  • Horizontal players are likely to be your agentic AI most valuable players. Integrators and consultants--Capgemini, Cognizant, Infosys, Accenture and the like are going to be better at building agents than vendors who aren't going to resist the urge to keep you on their platforms. ServiceNow and hyperscale cloud providers would also fit into those horizontal plays.
  • Boomi got a few shout outs as a layer to coordinate APIs and agents. In some ways, it's a twofer in that Boomi can manage APIs that are dressed up as agents if that's the shorter-term play.
  • Shadow AI agents are going to be an issue. If every business user and department can create an agent you're going to have governance headaches real soon.
  • In the meantime, make sure you have your data lakehouse architecture in place as well as your data foundation.
  • CXOs are finding niche consultants focused on agentic AI that are following a concept called "unconsulting" where it's a 90-day sprint or less to build agents on a few already identified use cases. Think of T-Mobile's uncarrier approach but for agentic AI.
  • Agents are a way of getting out of generative AI jail where there was a proof of concept that didn't scale and got held up in compliance.
  • Focus on the processes and the optimization so you can automate with AI agents.
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