{"id":76589,"date":"2025-11-21T17:00:53","date_gmt":"2025-11-21T17:00:53","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=76589"},"modified":"2025-11-20T19:32:09","modified_gmt":"2025-11-20T19:32:09","slug":"big-cx-news-from-salesforce-cloudflare-five9-ujet","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/big-cx-news-from-salesforce-cloudflare-five9-ujet\/","title":{"rendered":"Big CX News from Salesforce, Cloudflare, Five9 &#038; UJET"},"content":{"rendered":"<p>From the completion of Salesforce&#8217;s Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week\u2019s most popular news stories.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-informatica-acquisition-agentforce\/\">Will Salesforce\u2019s Informatica Acquisition Make Agentforce Unstoppable?<\/a><\/h2>\n<p>Salesforce has announced the acquisition of Informatica.<\/p>\n<p>First reported back in May, the purchase has now officially been confirmed for approximately $8BN.<\/p>\n<p>The deal will see Salesforce leverage Informatica\u2019s AI-powered cloud data management capabilities to improve its agentic AI offerings \u2013 most notably, the Agentforce platform.<\/p>\n<p>Alongside the data catalog, Salesforce will also gain access to Informatica\u2019s integration, governance, quality and privacy, metadata management, and Master Data Management (MDM) services.<\/p>\n<p>The end goal is to use these capabilities to build a unified data foundation for agentic AI, enabling safe, responsible, and scalable AI agents across the enterprise.<\/p>\n<p>Indeed, in discussing the news, <strong>Salesforce Chair and CEO Marc Benioff<\/strong> described data and context as the \u201ctrue fuel of Agentforce.\u201d<\/p>\n<blockquote><p>\u201cWhen companies get their data right, they get their AI right, and Agentforce becomes unstoppable.\u201d<\/p><\/blockquote>\n<p>In terms of the specifics, Salesforce also detailed how Informatica\u2019s capabilities will sharpen its Data 360 feature&#8230; <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-informatica-acquisition-agentforce\/\">(Read more)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/service-management-connectivity\/cloudflare-outage-disrupts-major-platforms-payments-and-black-friday-plans\/\">Cloudflare Outage Disrupts Major Platforms, Payments, and Black Friday Plans<\/a><\/h2>\n<p>It\u2019s becoming a familiar story: A technical glitch at Cloudflare, one of the biggest internet infrastructure providers, knocked a number of websites and services offline for a few hours on November 18, disrupting customer access and merchant payments.<\/p>\n<p>X (formerly Twitter), ChatGPT, Claude, Perplexity, Spotify and payment giant Square were among those caught up in the fallout.<\/p>\n<p>The trouble began just before 11:48 GMT, when Cloudflare posted that it was dealing with an \u201cinternal service degradation\u201d causing intermittent outages across its service network. Users saw error pages, stalled logins, broken APIs, and sites claiming connections were blocked. There were a few conflicting signals about the restoration progress, as at one stage the company reported that services were beginning to recover, but then around 15 minutes later reverted to \u201ccontinuing to investigate this issue.\u201d<\/p>\n<p>By 13:04 GMT, Cloudflare admitted that one of its fixes involved disabling WARP access in London entirely, temporarily cutting off users from its WARP performance-boosting and VPN service that helps secure and accelerate internet connections:<\/p>\n<blockquote><p>\u201cDuring our attempts to remediate, we have disabled WARP access in London. Users in London trying to access the Internet via WARP will see a failure to connect.\u201d<\/p><\/blockquote>\n<p>Cloudflare announced a fix five minutes later, but continued to receive \u201creports of intermittent errors\u201d until close to 17:00 GMT&#8230; <a href=\"https:\/\/www.cxtoday.com\/service-management-connectivity\/cloudflare-outage-disrupts-major-platforms-payments-and-black-friday-plans\/\">(Read more)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/five9-genius-ai-agentic-cx-updates\/\">Five9 Targets CX Inefficiencies with New Genius AI Upgrades<\/a><\/h2>\n<p>Five9 has introduced a fresh wave of Genius AI updates designed to push the company\u2019s \u201cAgentic CX\u201d vision further into the contact center core.<\/p>\n<p>Announced at the company\u2019s CX Summit in Nashville, the new capabilities span routing, quality management, analytics, and digital engagement, tying them more closely together to help organizations extract greater value from AI at scale.<\/p>\n<p>As many enterprises attempt to take AI from pilot projects into day-to-day operations, fragmentation continues to slow progress.<\/p>\n<p>Disconnected data, inconsistent reporting, and standalone AI experiments often make it difficult to achieve the continuous improvement leaders expect.<\/p>\n<p>Five9\u2019s latest releases aim to combat these challenges by treating AI not as an add-on but as the connective layer running across the environment.<\/p>\n<p><strong>Five9 Chief Product Officer Ajay Awatramani<\/strong> framed the shift as a more fundamental rethinking of how AI should function inside the contact center:<\/p>\n<blockquote><p>\u201cOur Agentic CX vision is about creating systems that don\u2019t just respond but also help teams better understand and anticipate customer needs.\u201d<\/p><\/blockquote>\n<p>So, let\u2019s take a closer look at Five9\u2019s newest features&#8230; <a href=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/five9-genius-ai-agentic-cx-updates\/\">(Read more)<\/a>.<\/p>\n<h2><a href=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/ujet-acquires-spiral-to-address-customer-data-analysis-roadblocks\/\">UJET Acquires Spiral to Address Customer Data Analysis Roadblocks<\/a><\/h2>\n<p>UJET has announced its acquisition of Spiral to bolster its AI capabilities.<\/p>\n<p>The AI startup will allow UJET to continue its AI roadmap for enhanced customer service solutions.<\/p>\n<p>This partnership will also address customer data analysis issues for UJET\u2019s enterprise customers.<\/p>\n<p>This acquisition is set to further UJET\u2019s AI roadmap vision by bolstering the company\u2019s AI capabilities and addressing customer experience concerns.<\/p>\n<p>By highlighting these issues of visibility between customer and leader, organizations will be able to improve their customer issues before they reach escalation.<\/p>\n<p>In fact, UJET has reported that organizations that are unaware of these individual customer problems are losing approximately $5MN-$30MN in customer churn revenue.<\/p>\n<p>This can be linked to ignored or forgotten negative customer experience complaints, with organizations reportedly gathering only five percent of reported customer issues.<\/p>\n<p>According to <strong>UJET CEO<\/strong>, <strong>Vasili Triant<\/strong>, customer churn remains a blind spot for many enterprises, arguing that customer interaction analysis is not done effectively&#8230; <a href=\"https:\/\/www.cxtoday.com\/ai-automation-in-cx\/ujet-acquires-spiral-to-address-customer-data-analysis-roadblocks\/\">(Read more)<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>From the completion of Salesforce&#8217;s Informatica acquisition to the impact of the Cloudflare outage, here are extracts from some of this week\u2019s most popular news stories. Will Salesforce\u2019s Informatica Acquisition Make Agentforce Unstoppable? Salesforce has announced the acquisition of Informatica. First reported back in May, the purchase has now officially been confirmed for approximately $8BN. [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":58057,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62073,61014],"class_list":["post-76589","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-automation-in-cx","category-crm","tag-agentic-ai","tag-agentic-ai-in-customer-service","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-autonomous-agents","tag-big-cx-news","tag-ccaas","tag-crm","tag-quality-management","brands_to_track-five9","brands_to_track-salesforce","brands_to_track-ujet","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Big CX News from Salesforce, Cloudflare, Five9 &amp; 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