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Perspectives on customer success have been evolving over the past several years. As B2B organizations are more entrenched than ever in the “retention” and “everything as a service” economy, customer success as a technology category is becoming a far more critical element than a simple tool for tracking subscription/software-as-a-service (SaaS) renewal cycles. In addition, with advancements in artificial intelligence (AI), customer success (CS) software has become a tool to drive a more strategic, growth-oriented approach to overall customer engagement.
The rapid adoption of artificial intelligence (AI) in enterprises is transforming industries, and Ray Wang and Esteban Kolsky from Constellation Research are leading the conversation on how organizations can harness AI effectively.
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The inaugural American Customer Satisfaction Index (ACSI) scores for AI platforms are decidedly mixed with an overall score of 73 on a scale of 0 to 100. Google's Gemini led AI platforms with a score of 76.
For context, the ACSI score of 73 for AI platforms puts them on par with energy utilities and below airlines, social media and mortgage lenders.
ACSI surveyed 2,711 US adults. Anthropic's Claude and OpenAI's ChatGPT tied with a score of 73. Microsoft Copilot was No. 2 with a score of 74.
Insight Blog
Anthropic said Claude Opus 4.7 is generally available, but the direct upgrade from Opus 4.6 may burn more tokens.
Like most model releases, Anthropic outlined benchmarks and Opus 4.7 performance across multiple tasks. But Anthropic also outlined the following:
Insight Blog
Quarks
The Road From SEO to AEO
The world of technology loves a good hero story. Experts map maturity curves to illustrate how long it took for radio, television, computers, or the internet to gain mainstream adoption, comparing it to the meteoric rise of ChatGPT’s generative artificial intelligence (GenAI) explosion into consumer awareness. Search engine optimization (SEO) versus answer engine optimization (AEO) is getting the same curvy treatment.
Canva has rearchitected its visual communication platform that layers AI, including a set of its own foundational models, throughout the creativity process and expands into workflows. Formally, Canva launched Canva AI 2.0 and has evolved from a presentation and image generation tool to a work canvas.
At its Canva Create event in Los Angeles, Canva said Canva AI 2.0 is its most significant evolution since launching in 2013 when it aimed to take on desktop design software with simplicity and a browser.
Insight Blog
Oracle said it will connect its cloud to AWS Interconnect-multicloud as an option for joint customers.
AWS Interconnect-multicloud was outlined at AWS re:Invent 2025. To date, AWS and Google Cloud have connected their clouds with the standard.
Oracle said it built on the AWS Interconnect open specification to connect and move data seamlessly between Oracle Cloud Infrastructure (OCI) and AWS.
Insight Blog
Salesforce launched Salesforce Headless 360 in a move that makes its entire platform available via APIs, Model Context Protocol and CLI commands for humans and AI agents. The move means you won’t have to log into Salesforce to use its applications and services. It’s also a move that is likely to be replicated by other SaaS vendors.
Insight Blog
Allbirds will pivot from shoes to AI compute infrastructure.
Folks say they don't ring bells at market tops, but Allbirds may have come close. Now that Allbirds has jettisoned shoes for GPUs it will known going forward as NewBird AI. To fund this pivot, Allbirds has raised $50 million in a convertible debt deal.
Insight Blog
Adobe launched Firefly AI Assistant, a creative AI agent, which enables creators to describe outcomes in natural language to create and edit images and orchestrate content workflows.
The news, which is the first installment of a barrage of announcements expected at Adobe Summit next week, highlights how Adobe is looking to break down its suite of applications and create a platform that can deliver outcomes via natural language.
Insight Blog
Certinia launched Veda, an intelligent operations engine that is a suite of AI agents and actions that sit on top of its professional services automation (PSA) platform.
Insight Blog
JPMorgan Chase and Goldman Sachs are testing Anthropic's Mythos model under Project Glasswing and noted that AI cybersecurity is a top risk factor.
Insight Blog
OpenAI released GPT-5.4-Cyber, a model that will be released to select participants in a beefed-up Trusted Access for Cyber (TAC) program. OpenAI's move comes a week after Anthropic released Claude Mythos to the cybersecurity industry.
Insight Blog
It's not easy being a chief financial officer and they're being squeezed again as they need to cut costs yet continue to invest in new technologies such as cloud and AI, according to Deloitte's latest CFO Signals report.
This squeeze won't be painful as long as technology delivers returns. In theory, enterprises should be able to reinvest productivity savings in a continual loop. We all know the reality turns out to be a bit different.
Insight Blog
Qlik is looking to give the data used by AI agents a trust score to make agentic systems more reliable.
The company announced a series of news items as it aims to tie its data and analytics platform to agentic AI. Qlik said it has added new capabilities to Qlik Analytics so teams can create, manage and evaluate the datasets humans and AI use for decisions.
Insight Blog
The merger of Salesloft and Clari brought together some great revenue intelligence workflow and data tools respectively. Now, post-merger, the first big product announcement focuses on bringing these two platforms together to help revenue teams take more decisive action on the insights and data housed in these two platforms, and beyond. The first release of the company’s model context protocol (MCP) server also connects the power of multiple large language models (LLMs) like Claude and OpenAI to the revenue intelligence platform for even broader insights and agentic flows.
Analyst Blog
HubSpot launched features for AI visibility, progressing deals and a bevy of AI agents.
The company's Spring 2026 release lands amid a pricing change for HubSpot's two best performing AI agents. HubSpot will start pricing on outcomes such as resolved customer conversations and viable sales leads.
HubSpot's big theme with its latest release is what it calls "growth context," which revolves around providing the data so customers can build awareness, grow revenue and scale support.
Insight Blog
Amazon is becoming a space company too. The company said it will buy Globalstar in a deal valued at $11.6 billion to build out its Leo satellite network.
The news comes a day after Amazon rolled out a Leo Aviation Antenna designed to court airlines for in-flight connectivity.
Under the terms of the deal, Amazon will give Globalstar shareholders either $90 in cash or 0.3210 shares of Amazon capped at 490 a share. The transaction is expected to close in 2027.
Insight Blog
Nvidia launched new open models designed for AI-based quantum computing.
The Nvidia Ising open model family is designed for AI-based quantum processor calibration and quantum error correction decoding that's 2.5 times faster and 3 times more accurate than traditional approaches.
Nvidia's move to meld AI, high-performance computing and quantum computing aligns with its approach to open AI models overall. Nvidia is priming the open-source model pump to create developer momentum.
Insight Blog
Human-Centered AI, Nursing’s Future, and the “Lunatics” Driving Innovation
On DisrupTV Episode 434, hosts R “Ray” Wang and Vala Afshar brought together three distinct perspectives—from healthcare, AI strategy, and enterprise journalism—to explore what actually matters in an AI-driven world.
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Your talent pool is running dry as you freeze hiring, cut workers and worship at the altar of agentic AI utopia. If not careful, enterprises are going to find themselves in a world of hurt and massive experience gaps. Here's an argument for some common sense and nuance to talent planning in the AI age.
Common sense? Puhleeze, you'll say. But I'll argue that common sense is the only way enterprises will manage through a time where you just don't know what you don't know.
And when it comes to the labor market, no one knows much of anything.
Insight Blog
Don't miss R "Ray" Wang's keynote highlights at the Indiaspora Global AI Summit.The first movers who adopt this AI revolution, whether agentic or generative, will drive massive change. It's a winner-takes-all market.The problem with AI is that it's capital-intensive, right now, creating a closed system with few players. We have a centralization model rather than a decentralization model. But that is all going to change.
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Nutanix is aiming to me more than your VMware replacement option and hyperconverged infrastructure company. The game plan for Nutanix is to be the control plane for AI workloads, containers and traditional virtual machines.
At Nutanix's .NEXT conference, CEO Rajiv Ramaswami used his keynote and investor meeting to argue the company is sitting at the intersection of multiple trends including the need to modernize infrastructure, the ongoing move to the public cloud and a shift to agentic AI.
Insight Blog
This is an online copy of our weekly newsletter, written by Constellation's Chief Distiller and Board Advisor Esteban Kolsky, shares curious and interesting insights and data points distilled from enterprise technology to identify what’s notable. If you'd like to get this newsletter in your inbox weekly, Subscribe here.
Analyst Blog