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CX for industries heats up - SAP's Balaji Balasubramanian on why retailers must balance experience, operations, and, yes - AI

We can't seem to escape the froth of AI versus SaaS. But as my recent talk with SAP' Balaji Balasubramanian showed, we need to take the reckoning further. On the heels of NRF and SAP's Retail Intelligence news, what are retailers facing now, and where do the pitfalls and opportunities lie?

Balaji Balasubramanian - SAP CX

Pega targets $2bn revenue milestone as it bets on 'predictable AI' - CEO Alan Trefler slams 'delusional' multi-agent approach

Pegasystems beat Q4 guidance with 33% Pega Cloud growth and set a $2 billion revenue target for 2026, but shares fell 5% as CEO Alan Trefler doubled down on an AI strategy that prioritizes predictable workflows, calling competitors deploying "tens of thousands of agents" delusional.

An image of Pega CEO Alan Trefler on stage

Determining an agentic future - why Salesforce is evolving its AI thinking beyond the limitations of the LLM

Enterprises are built on rules and regulations and essential practices and LLMs just aren't up to snuff when it comes to guaranteeing these can be met. A more deterministic approach is needed alongside the non-deterministic.

evolving
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