From all the major announcement at ServiceNow Knowledge 2026 to Twilio’s next-gen customer engagement center, here are extracts from some of this week’s most popular news stories.
ServiceNow Unveils Agentic AI to Replace Manual CRM
ServiceNow has launched Autonomous CRM, a revamped AI Control Tower, and ServiceNow Otto.
Announced at the company’s Knowledge 2026 event, the tools are designed to eliminate manual routing and fragmented customer data.
Customer experience teams often struggle with disconnected systems. The new platform updates replace passive databases with active artificial intelligence agents.
These agents execute end-to-end workflows across sales, service, and fulfillment departments. But scaling these capabilities requires strict governance to prevent compliance failures.
From an execution standpoint, Nanshed Barrowala, Group Vice President of AI Products at ServiceNow, outlined the goal:
“What we’re hearing consistently from customers is that most organizations have more AI in production than they’ve inventoried or accounted for. But most of those agents are running without a system that governs them. That’s not agentic business. That’s agentic chaos.”
Read the full article to find out more.
Five9 Bets on a Unified CX Platform as AI Reshapes Contact Centers
The modern customer experience infrastructure is evolving as customers seek a complete CX platform to handle the entire lifecycle.
Having seen strong momentum in its AI-driven CX offerings in Q1, Five9 is able to move from traditional contact-center software to AI-native experiences.
By shifting its customers toward fixed commitment contracts instead of seat-based pricing, Five9 is increasing revenue visibility and making its business model more predictable while tying pricing more closely to overall platform usage and customer outcomes.
Amit Mathradas, CEO at Five9, argues that customer enterprises are now seeking a single, trusted system that ensures control, security, and reliability in real production environments.
“Enterprises are looking for a complete customer experience platform they can trust to handle the entire lifecycle.”
“The orchestration, the data, the integrations, and the governance needed to run reliably in production.”
Read the full article to find out more.
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio has today announced the launch of its next-generation customer engagement platform designed for the agentic era.
With Twilio SIGNAL 2026 now underway, this platform enables AI agents to participate alongside humans in real-time conversations, offering four new capabilities to act as an infrastructure layer for persistent, context‑rich conversations across channels.
By positioning itself beyond CPaaS tooling and toward a foundational customer engagement platform, this approach aims to eliminate fragmented interactions for one continuous, remembered conversation.
Khozema Shipchandler, CEO at Twilio, argues that as AI agents become active participants in customer conversations, businesses need a shared infrastructure that treats humans and AI equally.
“The agentic era is here. Agents are joining conversations alongside the people they represent and modern customer engagement requires an infrastructure that serves both equally,” he said.
“Twilio’s new platform is the foundational infrastructure layer that makes every conversation persistent, contextual, and actionable – ensuring interactions feel like part of one continuous relationship.”
Read the full article to find out more.
Microsoft Uncovers Cyber Attack Across 26 Countries as Phishing Increasingly Mimics Real Customer Journeys
Microsoft recently uncovered a sophisticated phishing campaign in April affecting users in 26 countries that indicates the use of official-looking lures, multi-step attack chain and legitimate email services to distribute fully authenticated messages from attacker-controlled domains.
The campaign reflects the threat to customer interactions as attackers refine tactics that mimic trusted internal communications and legitimate digital journeys.
According to a blog post by the Microsoft Defender Security Research Team and Microsoft Threat Intelligence:
“Phishing campaigns continue to improve sophistication and refinement in blending social engineering, delivery and hosting infrastructure, and authentication abuse to remain effective against evolving security controls.”
Microsoft Threat Intelligence detected around 8.3 billion email-based phishing threats in the first quarter, according to its quarterly email threat report. By the end of the quarter, QR code phishing emerged as the fastest-growing method of attack, more than doubling over the period, while CAPTCHA-gated phishing evolved rapidly.
Overall, 78 percent of email threats were link-based, whereas malicious payloads accounted for 19 percent of attacks in January and 13 percent in February and March. That indicates the effectiveness of social engineering that tricks victims into clicking on links (Read more…).
