Mila D'Antonio

#Omdia Principal Analyst, #CustomerEngagement. Connects the dots on #CX. Rhymes with “Twyla”

[Mila D'Antonio @miladantonio]

@Cloudflare's launch of Kitesurf, a browser that strips away human-centric features to optimize for automated agent tasks, isn't about making browsing faster. It's about building infrastructure for a world where agents navigate the web independently. https://t.co/m6wMzIPDqc

[Mila D'Antonio @miladantonio]

Salesforce's Agentic Enterprise Index reveals that businesses scaled their agentic workforces from an average of 5 activated agents in February 2025 to 13 by April 2026--a 7% compound monthly growth rate—while reducing agent creation time by 53%s. https://t.co/mgMD7C0WRr

[Mila D'Antonio @miladantonio]

B2C CRM systems provider @Klaviyo's acquisition of Agency, an AI customer success company, signals a fundamental shift in how AI agents will compete. The combination highlights how an agent is only as intelligent as the context behind it. https://t.co/Ws2G7GXj4D

[Mila D'Antonio @miladantonio]

https://t.co/2OOwwgYBsT's new Agent MCP signals how we’re moving from systems of record to systems you can talk to. That means faster decisions, less context switching, and AI that works with enterprise data.
https://t.co/jAjxBcyZ7s

[Mila D'Antonio @miladantonio]

IKEA is retraining rather than reducing headcount demonstrates the emerging "AI + human" operating model where agents shift to complex interactions and AI handles routine inquiries. https://t.co/qZHpaONlqE

[Mila D'Antonio @miladantonio]

@Niceltd & @Ringcentral entered a bi-directional partnership. This is about where the market is headed: 1. It's converging around integrated platforms. 2. AI is the integration layer. 3.Ecosystems are winning. 4. Platform breadth is a differentiator https://t.co/3JknefQTEm

[Mila D'Antonio @miladantonio]

@Genesys' new European sovereign region reflects how sovereignty is no longer just about where data resides. IT's about operational resilience, governance, and AI trust. https://t.co/rdZbGyFgHp

[Mila D'Antonio @miladantonio]

@Sprinklr's summer release shows how #AI is moving beyond automation to real-time decision intelligence. It's no longer about collecting signals. It's about understanding which signals matter. https://t.co/DvCBBr4Xlz

[Mila D'Antonio @miladantonio]

New @Salesforce updates to Agentforce Commerce highlight how the future isn't about having the best storefront, but rather who can power the AI agent behind the storefront. https://t.co/doDl89W03E

[Mila D'Antonio @miladantonio]

With @Ringcentral's expansion of AIR Pro to deliver agentic capabilities, it's not just about native AI agents. It's the integration of agentic AI, workflow automation, analytics, WEM, and human handoffs within a single platform. https://t.co/W56sNsxCjg

[Mila D'Antonio @miladantonio]

The partnership between Alorica and @Crescendo.ai will help turn #AI: from a pilot project into an operational model. The key gap being filled is execution - enterprises will more easily gain access to AI automation. https://t.co/tvaklOEBBZ

[Mila D'Antonio @miladantonio]

@Talkdesk's new Agent Builder is notable because it shifts #AI agent creation from prompt engineering to outcome engineering. This signals the next phase of enterprise AI - moving to AI copilots to governed workforces. https://t.co/dHGBWEvpH5

[Mila D'Antonio @miladantonio]

@Dialpad's Gemini Enterprise integration means instead of customer context living in CRMs, conversation data becomes directly accessible inside chat, Gmail, docs...This strengthens Dialpad's position as a system of intelligence, not just communications. https://t.co/HtqXEHnzYc

[Mila D'Antonio @miladantonio]

@Adobe's new CX Enterprise Coworker highlights the continuous move of the CX market to an orchestration layer that connects data, content, and journeys. The battle ground is shifting from AI capabilities to workflow orchestration and interoperability. https://t.co/W5B87uXGLw

[Mila D'Antonio @miladantonio]

Phil Heltewig, @niceltd Chief AI Officer, discussing the three layers of intelligence at #NiceWorld26

[Mila D'Antonio @miladantonio]

@Niceltd CEO Scott@Russell: we are in the AI era… The CX industry has the most impact. Every complaint and resolution is intelligence that needs to be unlocked. The front line becomes the growth line. Customer experience is the heartbeat of your organization. #NiceWorld26

[Mila D'Antonio @miladantonio]

Interested in how agentic orchestration can ensure consistent, personalized interactions across the entire customer journey? Join me on June 10th for a fireside chat with @NoJitter when we discuss agentic's role in architecting multichannel journeys. https://t.co/SgRUvxgKgN

[Mila D'Antonio @miladantonio]

I'm headed to Orlando this week for #NiCEWorld26. If you're interested in the drivers of #AI adoption in FSI or managing the growth at scale, come see our panel in Theater #6 at noon. I'll be joined by @DavidMyron @OmdiaHQ, and Karen Inbar and Kreg Monson @Nice

[Mila D'Antonio @miladantonio]

One week and counting until my panel @ #NiCEWorld26! I'm excited to chat with @DavidMyron, @OmdiaHQ; Karen Inbar & Kreg Monson @Nice about #AI in FSI. We'll discuss topics ranging from the drivers of AI adoption to managing the growth at scale. Come join us at noon in Theater #6.

[Mila D'Antonio @miladantonio]

Interested in how agentic orchestration can ensure consistent, personalized interactions across the entire customer journey? Join me on June 10th for a fireside chat with @NoJitter when we discuss agentic's role in architecting multichannel journeys. https://t.co/SgRUvxgKgN