AI, CX Consolidation, and What’s Coming This Fall

September is here — a new season, fresh energy, and plenty of enterprise shifts to keep an eye on. In this issue, we look at how AI is reshaping core systems, why consolidation is accelerating in customer experience, and which pragmatic approaches are helping leaders cut through the noise.

As the fall season kicks off and our analysts hit the road for vendor events, we’re gearing up for Constellation’s own upcoming conferences — including the AI Forum (September 30) and our flagship summit, Connected Enterprise (CCE) (October 20-23) — where executives, board members, and innovators will come together to chart what’s next. Secure your spot today!

Keep reading, and have a great week!

🔥 The Latest Research, Hot off the Press

Oracle Solves Decades-Old DBMS Challenges and Future-Proofs Oracle Database

By Holger Mueller

Transactional databases remain the backbone of enterprise systems — and CxOs should plan to run them for at least another decade, whether on-premises or in the cloud. The challenge is scaling globally while consolidating platforms for efficiency, compliance, and performance.

As AI reshapes application demands, database vendors are adding vector support and preparing for agentic AI workloads. The question for enterprises: can today’s infrastructure keep pace with tomorrow’s performance needs?

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Consolidation Wave Scoops Verint into Customer Service Rollup for Thoma Bravo

By Liz Miller

In a bold move last week, private equity heavyweight Thoma Bravo agreed to acquire Verint Systems for approximately $2 billion, then merge it with its existing portfolio company Calabrio — creating a major player in AI-driven customer experience automation. This deal signals a growing trend toward consolidation in a fragmented CX space and highlights how AI and automation are reshaping vendor strategies and enterprise roadmaps.

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Certinias AI Agent Strategy Kick Off With Staffing, Customer Success

By Larry Dignan

Certinia has introduced its first AI agents on Salesforce’s Agentforce platform, part of its latest summer release. Built across its three clouds—Professional Services, Financial Management, and Customer Success—Certinia AI is designed to help organizations tackle rising labor costs and boost productivity.

By integrating directly with ERP and CRM systems, Certinia aims to bring AI-driven efficiency and innovation to professional services organizations.

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Constellation analyst Chirag Mehta sat down with Efim Hudis , VP of Security at Microsoft, to discuss how artificial intelligence is reshaping the cybersecurity landscape.

The conversation explores both the opportunities and risks AI introduces — from securing AI systems themselves to countering AI-powered threats. With leading tech companies driving innovation, organizations now have new tools to build safer, AI-driven environments.

Watch the full discussion for practical insights enterprise leaders can use to prepare for what’s next in AI and security.

📅 Upcoming Events:

• Freshworks Webinar: September 9 | 11 AM PST / 1 PM EST Join R "Ray" Wang for a virtual webinar with Payal Patel of Freshworks and learn how Freshworks AI can orchestrate complex processes and create employee experiences so smooth that technology becomes almost invisible.
• Nasscom DES 2025 | September 9-11 Join Chirag Mehta at the #NasscomDES25 to decode how design and engineering are powering the next wave of innovation and transformation.
• Verint Engage 25: September 8-11 | Orlando, FL: Constellation Analyst Liz Miller will be speaking at Verint Engage 25 to share how enterprises can move from AI experimentation to real results. Liz will cut through the noise and highlight what it takes for leaders to drive measurable outcomes with AI today.
• CXO Office Hours: September 19, 2025 | 8 AM PST/11 AM EST Join us for our CXO Office Hours on Friday, September 19. It’s an open discussion session for buy-side leaders and executives with CR analysts to discuss leadership requirements for today, challenges in tech, and how to plan for what’s next. 
• Client/Analyst Exchange: September 19, 2025 | 9 AM PST/12 PM EST Join us for our Analyst/Client Exchange hosted by R "Ray" Wang. We're taking time to catch up on the top issues and connect with our AR community about what’s going on in the market, what we’re seeing with our buy-side clients, and share a little on what industry trends are materializing.

💡 Constellation Insights

• US v. Google ruling: GenAI will do our work for us A federal judge ruling in the Google antitrust trial is more damning than you'd think. Yes, Google won't have to divest Chrome or Android, but the ruling is basically a bet that OpenAI, Anthropic and Perplexity will erode the company's search dominance.
• OpenAI acquires Statsig, adds CTO of applications OpenAI will acquire Statsig, a startup focused on product testing, in a deal that highlights how the company is building out applications around ChatGPT. Statsig CEO Vijave Raji will become OpenAI's CTO of applications.
• Anthropic lands $183 billion valuation, hits $5 billion annual revenue run rate Anthropic's annual revenue run rate was $1 billion at the beginning of 2025 and now tops $5 billion. Anthropic, which is more enterprise-focused than rival OpenAI, said it has more than 300,000 business customers.

READ MORE CONSTELLATION INSIGHTS

🤯 DisrupTV

In DisrupTV Episode 409, hosts R "Ray" Wang  and @Vala Afshar explore a powerful theme: how core values—not algorithms—should guide leadership in the age of AI. Through the “Compass Within” framework, they illuminate the “Big Three” life decisions shaped by values and explore how aligning individual and organizational values can redefine leadership, culture, and the digital workplace.

By prioritizing values over velocity, leaders can develop AI strategies that build trust, nurture culture, and empower teams. When values and innovation coalesce, people—not just data—become transformative agents of progress.

Be sure to subscribe to the latest updates and live show reminders on Constellation's X, YouTube, LinkedIn, and Apple Podcasts.

NEXT EPISODE: Episode 410 | 09/12, 11 AM PT/ 2 PM ET

• Angela Brescia : CEO of Synderys
• Trent Teyema : Founder and President at CSG Strategies, Inc.
• David Bray, PhD : Distinguished Chair of the Accelerator, Stimson Center & Principal/CEO, LDA Ventures Inc.
• Ken Banta : Founder and CEO of The Vanguard Network and author of Seeing Around Corners

📺 ConstellationTV

Is enterprise tech in an AI bubble, or are we finally seeing real value? In the latest episode, co-hosts Martin Schneider and Larry Dignan talk enterprise tech news, including breaking down the hype vs. reality in AI and Salesforce’s AgentForce strategy.

Next, an exclusive interview with Raju Malhotra , Chief Product & Technology Officer at Certinia. He shares best practices for building effective AI agents and a vision for the future of hybrid human-agent workforces.

Finally, Martin shares insights from his new “Big Idea” report on why it’s time to rethink expansion revenue and how agentic AI is transforming customer engagement.

Subscribe and tune in for CRTV episodes through Constellation's Twitter, YouTube, and LinkedIn

NEXT EPISODE: Episode 113 | 09/10 | 9 AM PT/12 PM ET

• Get ready for ConstellationTV episode 113, featuring co-hosts Liz Miller and Holger Mueller bringing you the latest enterprise technology news and other executive interviews. Watch on Constellation's Twitter or LinkedIn platforms.

📰 In the News

• CNBC, Middle East is becoming a leader in tech investment: Constellation Research, July 28, 2025
• Silicon Angle, IBM’s and NASA’s Surya AI model is designed to predict the next ‘Carrington-class’ solar storm, August 20, 2025
• TechTarget, Grammarly's new AI agents target professionals, students, August 19, 2025

VIEW ALL MEDIA MENTIONS

🔎 Additional Research

• It's Time to Let Cross-Sell and Upsell Die | By Martin Schneider
• The AWS AI Strategy: Playing the Long Game Infrastructure-Style | By Larry Dignan

👉 Stay ahead with Constellation Research. Follow us on LinkedIn and subscribe to this newsletter for future-focused insights, analyst commentary, and upcoming events.