Net revenue retention is now the number most B2B software boards watch. Winning new logos costs more than it did three years ago, so keeping and growing existing customers carries more weight in the plan, and the customer success team sits at the centre of that effort. Spreadsheets and CRM notes can carry a small book of accounts, but they break down once a team is managing hundreds of customers across several products. Customer success software has matured to meet that press

Customer service is where AI has moved furthest and fastest from pilot to production. AI agents now resolve a large share of routine queries end to end in chat, email and increasingly on the phone, while human agents are supported by AI that drafts replies, summarises conversations and checks quality. For many organisations the question is no longer whether to use AI in customer service, but which approach, which vendor and how much of the work to hand over. That makes select

Salesloft is one of the best-known sales engagement platforms on the market, used by sales development and account teams to run cadences, calls, and emails at scale, and it has expanded into forecasting, deal management, and conversation intelligence in recent years. In December 2025 it completed its merger with Clari, the revenue intelligence vendor, and the combined business is now building what it calls a predictive revenue system under a new CEO. For many customers that i

Attio is a customer relationship management (CRM) platform that has become one of the most talked about names in the CRM market over the past two years. So much interest for a vendor so young. Built around a flexible data model and, more recently, a set of AI agents, it now appears regularly on shortlists alongside established names such as Salesforce and HubSpot, particularly among fast-growing technology businesses that feel poorly served by traditional CRM. For enterprise

Qualtrics has been recognised as the longest-standing Leader in Gartner's Magic Quadrant for Voice of the Customer Platforms for five consecutive years, and for large enterprises running formal experience management programmes across customer, employee, and brand data, it remains one of the most capable platforms on the market. But it is not the right fit for every organisation. Whether the concern is cost under its 2025 move to interaction-based pricing, the roadmap uncertai

Fin is the AI customer service platform formerly known as Intercom, and following the acquisition, it now belongs to Salesforce. The two companies confirmed on 10 September 2026 that Salesforce has completed its acquisition of Fin, a deal worth approximately 3.6 billion US dollars that was first announced back in June 2026. For enterprise IT and customer service buyers, this is the kind of news that reshapes a shortlist overnight. Fin was already one of the most widely deploy

Voice is still where most customer interactions begin, even as organisations add chat, email and messaging to their support mix. For businesses whose volume is genuinely inbound and outbound calling, from sales teams running outreach to support desks fielding phone queries, a voice-first platform built around call routing, dialling and agent productivity is often a better fit than a broader omnichannel suite. In 2026, the call center software market spans everything from ligh

Customer service is one of the areas where AI has moved fastest from promise to practice. Rising customer expectations, real pressure on contact center costs, and AI tools that can now handle a genuine proportion of customer queries without any human involvement have combined to create both an urgent opportunity and a crowded, sometimes confusing market for customer service and operations leaders trying to work out what to buy. In 2026, the market has moved well past basic ch

If your sales team is spending more time building quotes than closing deals - or if pricing errors and approval bottlenecks are slowing down your revenue cycle - you are not alone. For businesses selling configurable products or complex services, the quoting process is one of the most friction-heavy parts of the sales motion, and one of the most expensive to get wrong. Configure, Price, Quote (CPQ) software exists to solve exactly that problem: replacing manual, error-prone q

Flexxible is a Spanish digital employee experience and desktop as a service vendor that has spent close to two decades helping IT teams manage physical and virtual endpoints from a single console. For buyers who want DEX monitoring, endpoint automation and desktop virtualisation without stitching together several point products, Flexxible has built a reputation as a European alternative to the larger US-headquartered platforms in this space. Viewpoint Analysis is a Technology

If you have noticed a strikingly lifelike avatar greeting you on a vendor's website lately, answering technical questions on a live demo call, or guiding you through onboarding, there is a good chance it was built on 1mind. The San Francisco-based company has built one of the more talked-about platforms in the AI sales agent space, with named, photorealistic AI “Superhumans” that take on roles traditionally filled by SDRs, sales engineers, and customer success managers across

Customer feedback is easier to collect than ever, and harder to act on with confidence. Most enterprises now gather survey responses, support transcripts, reviews, and social commentary from a dozen different channels, yet many CX teams still struggle to turn that volume of feedback into decisions the rest of the business will act on. The Voice of the Customer software market has also been through one of its busiest periods of vendor change in years, with InMoment folded into

Contact centres and customer-facing teams generate some of the richest data in any organisation - yet for most businesses, the intelligence buried in customer calls, chats, and emails has historically gone unanalysed. Conversation analytics software changes that by applying speech-to-text transcription, natural language processing, and AI-driven analysis to every interaction, at scale and in near real time. In 2026, demand has grown well beyond the contact centre as organisat

Order management has become one of the most strategically important technology decisions a retailer or multichannel business can make. As customer expectations for same-day delivery, flexible fulfilment, and seamless returns have intensified, the order management system (OMS) has moved from back-office processing tool to the operational heart of the customer experience. In 2026, businesses running disconnected or legacy order management processes are increasingly visible to t

Most organisations significantly underestimate how much time and money is lost to poor document management - version conflicts, documents stored across email, shared drives, and personal folders, compliance obligations unmet because records cannot be located, and onboarding slowed because knowledge lives in the heads of individuals rather than accessible systems. In 2026, the document management market has converged around cloud-native platforms that combine secure storage an

Customer service teams are caught between two competing pressures: customers who expect faster, more personalised resolutions across more channels, and organisations that cannot continue adding headcount every time service volumes grow. AI customer service agents have emerged as the most direct response to that tension - software that can handle enquiries, resolve issues, and guide customers to outcomes without a human agent needing to be involved at every step. The market ha

For most B2B sales organisations, the SDR function is simultaneously one of the most important and most expensive parts of the revenue machine - responsible for generating the qualified pipeline that feeds everything downstream, but also carrying high attrition, long ramp times, and significant per-head cost. AI sales agents have arrived as a direct challenge to that model. Unlike AI tools that assist human reps, these platforms act autonomously: they research prospects, writ

Most enterprise IT and customer experience teams are managing more communication channels than ever before, without necessarily having the infrastructure to connect them reliably. Selecting a Communications Platform as a Service (CPaaS) provider is no longer a niche technical decision - it sits at the heart of how businesses authenticate users, notify customers, run marketing campaigns, and deliver support across SMS, voice, email, and chat apps. The CPaaS market is growing f

Enterprise IT teams are under growing pressure to deliver consistent, high-quality customer communications across an increasing number of digital channels. Sinch is one of the largest Communications Platform as a Service (CPaaS) providers in the world, offering the infrastructure, APIs, and applications that businesses need to send and receive messages at scale across SMS, voice, email, and chat apps. Listed on Nasdaq Stockholm and processing over 900 billion customer interac

Enterprise brands spend significant time and budget on customer communications without always being confident the messages are getting through. Mitto is a Communications Platform as a Service (CPaaS) provider built to solve exactly that problem, offering enterprises a reliable, globally connected platform for SMS, voice, and chat app messaging at scale. Headquartered in Zug, Switzerland, Mitto has built a reputation for delivery quality and carrier reach that larger, more gen