Newsletters

Still Measuring Tickets Like It’s 2012? Zendesk Says Grow Up

This week on Funnel Frontier: Low handle time? Cute. Zendesk claims AHT is irrelevant and resolution is the only metric that matters in 2025.

Salesforce’s Next Move? Taking ITSM From ServiceNow

This week on Funnel Frontier: Salesforce is gunning for ITSM turf. And it’s smuggling the whole thing in through Slack.

ServiceNow Teases Full-Stack CRM Domination

This week on Funnel Frontier: From Genesys to Zoom to a marketing stack tease—ServiceNow's CRM takeover is in motion.

Google & Salesforce Just Got Hit by a Cyberattack

This week on Funnel Frontier: Hackers breached Google’s Salesforce data with just a phone call and a fake Data Loader.

Pega Just Cracked Self-Service With Bots That Actually Work

This week on Funnel Frontier: Pega just exposed every vendor’s bluff with self-service bots that do what everyone else just promised.

CRM Is Dead? Long Live Agentic AI.

This week on Funnel Frontier: ServiceNow CEO says traditional CRM is going extinct. Should Salesforce be scared?

Let the War on HMRC’s $2.7B CRM Contract Begin

This week on Funnel Frontier: UK’s biggest, decade-long CRM contract is up for grabs and Salesforce, Microsoft & friends want it.

Agentforce Glow-Up We’ve All Been Waiting for Is Finally Here

This week on Funnel Frontier: Salesforce rolled out two big updates that turned Agentforce from a hype machine to a functioning ecosystem. Plus, voice routing joins the party.

Zendesk’s CEO Says AI Is Already More Reliable Than Humans

This week on Funnel Frontier: Zendesk’s CEO claims AI already beats humans in accuracy. And, he has the pricing model that proves it.