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AI-powered martech news and releases: July 18

Martech

Reality bites the dust: Some 80% say that by 2030 (six years from now!) Now, here are this week’s AI-powered martech releases: SugarCRM added generative AI features to enhance customer intelligence and boost productivity for sales and service teams. Omilia’s Pathfinder is designed to reduce conversational AI deployment times.

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AI Won’t Replace Sales Reps So Much as ‘Deflect’ Them: What Support’s 70% Deflection Rates Tell Us About Sales’ Future

SaaStr

Customer support cracked the deflection code with AI. These aren’t simple FAQ bots – they’re AI agents that can access customer data, apply business logic, process transactions, and escalate intelligently. Their Service Cloud helps businesses “deflect 30% of cases” out of the box. The Goal Again?

Territory 107
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3 actions to prepare for machine customers in service organizations

Martech

Many customer service organizations believe “machine customers” are but a distant trend, yet they’re already here and impacting our daily lives. Maybe you’ve recently asked Siri, Alexa or some other smart product to call customer service or wait on hold for you. Machine customers are proliferating.

Service 98
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AI can’t create meaning — that’s still marketing’s job

Martech

The financial trajectory of AI — and why it matters The numbers are staggering: AI in marketing is growing at a 25% CAGR through 2030. Their Now Assist platform interprets signals across IT, HR and CX systems, surfacing contextual insights that reduce friction and improve service. trillion by 2032. trillion by 2034. Email: See terms.

GTM 102
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5 Characteristics of an Agentforce Company: The Agent-First Blueprint

Salesforce

A product manager accelerates go-to-market strategies via an AI agent that instantly analyzes customer feedback and predicts trends. A salesperson, once drowning in paperwork, now spends their time closing deals, armed with AI-driven insights that anticipate customer needs. Agentforce companies embrace AI agents to scale digital labor.

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Humans and Technology Must Win Together, Too

Sales Pop!

Data entry, data aggregation, data analysis, data enrichment, product tracking from manufacturing to delivery to customer—all of these and many other functions are impossible without technology. I predict that by the year 2030, innovations and advancements will be growing so fast we won’t be able to comprehend them.

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Customer journey orchestration: What it is and why marketers should care

Martech

The modern customer journey is complex, spanning multiple channels, devices and touchpoints as customers navigate researching and buying products and services. The pandemic exacerbated the movement of B2B and B2C customers from in-person to online channels. Table of contents What is customer journey orchestration?

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