ETR

05/13/2026

Enterprises evaluating CCaaS platforms in 2026 aren't waiting for vendors to solve AI. They're layering in Bedrock, Cortex, and other custom solutions to cover what native AI can't. ETR's panel of senior tech leaders unpacks how regulatory fit, cloud alignment, and pricing pressure are quietly redrawing the CCaaS map. Hear why no CCaaS vendor has cracked AI yet. https://hubs.la/Q04f_h0v0

05/12/2026

Elon Musk's Grok is losing the AI race — and in a striking twist, Musk himself is helping a rival pull further ahead.

That's the through-line of a new piece in The Wall Street Journal, which lays out how Grok's growth has stalled across consumer downloads, paid subscribers, and enterprise adoption, even as SpaceX rents out massive compute capacity at its Colossus 1 data center to Anthropic.
The enterprise picture is especially telling. ETR Chief Strategist Erik Bradley shared the latest data with the WSJ: 48% of technology leaders said their organizations are using and plan to keep using Anthropic's Claude this March, up from 21% a year earlier. Google's Gemini reached 40%, up from 27%. Grok climbed too — but only from 4% to 7%.

Coding assistants are at the forefront of the AI race, and corporate adoption is driving rapid revenue growth. Right now, Claude and Gemini are doing the running.

Read the full WSJ piece: https://hubs.la/Q04ggrSN0

05/11/2026

January's IT spending forecast didn't survive the spring.

CY2026 growth expectations just fell a full percentage point — from 4.6% to 3.6% — erasing the January upward revision and returning to July 2025 levels. A spring survey-over-survey decline has now occurred three years running.

A few other shifts technology leaders are tracking:
• Hardware pricing surged to 5.5% — the largest spike in this dataset, likely driven by tariff pre-buying
• 47% of organizations have already adjusted purchasing in response to tariff uncertainty
• Cost-cutting is moving off staffing reductions (down to 20%) toward SaaS license optimization (a series high of 9%)

See the full breakouts by enterprise size, industry, geography, and AI adoption strategy in the Spring 2026 Macro Views Findings: https://hubs.la/Q04f-F4c0

05/07/2026

If you've ever wanted to read a complete ETR Observatory report — vendor rankings, spending data, ROI expectations, and feature-level analysis — this is your moment. We normally don't give these away. But we're opening the Observatory for CCaaS to everyone, one time only. Don't wait on this one. Read the summary and access the full report now. https://hubs.la/Q04bxF4R0

04/30/2026

37% of organizations have AI agents deployed or in active testing. Only 3% have broad production deployment of agent-specific security controls. 20% have none at all. That gap between where deployment has gone and where governance has followed is the defining risk of this moment.

ETR's 2026 State of Security study shows how it's playing out: LLM and GenAI protection just became the top security budget priority for the first time, while the frameworks designed to govern agentic AI are running well behind.

See exactly where the gap breaks down. https://hubs.la/Q04cBRK90

04/29/2026

Most enterprise AI programs don't stall because of bad data. They stall because no one agreed on where to start.

An ETR Insights panel digs into what's actually blocking enterprise AI progress. The sharpest observation came early: organizations hiding behind data quality concerns are often masking a deeper problem. No clear AI strategy. No defined roadmap. No leadership alignment on the right use cases.

Drawing on the latest AI Product Series survey, the panel finds that the organizations making real progress aren't waiting for a perfect data environment. They're identifying where data quality is already strong, finding use cases with measurable ROI, and building from there, with humans in the loop. The gap isn't in your data. It's in your plan.

Read the panel interview summary: https://hubs.la/Q04bsR2p0

04/28/2026

In CCaaS, not all market positions are built the same way.

Some vendors are expanding on the strength of their ecosystems. Some are holding ground through reinvention. Some are bridging from adjacent markets and still working out what that means for their CCaaS story. ETR's Observatory for CCaaS looks at all of it — where momentum is concentrating, where it isn't, and what the data says about where things are heading. Watch the video, then download the full report. https://hubs.la/Q04bxBJx0

04/24/2026

AI hallucinations don't just produce wrong answers. In compliance assessments, they can create real liability exposure for CISOs. CSO Online breaks down nine ways security leaders can get ahead of the problem.

AI-based compliance assessment tools might not be ready for fully independent assessments, if CISOs are using these tools we share some best practices to ensure accuracy and avoid risks or fines.

04/23/2026

AI ranks as the second-highest feature priority in CCaaS, but it isn't what separates the leaders. ETR's latest Observatory finds Amazon Connect and Genesys Cloud CX at the top on feature completeness and value, while platform stickiness sits at just 26 to 50 percent across all vendors. Displacement is accelerating. Find out where it's going. https://hubs.la/Q04cBDhS0

04/21/2026

The observability market is not getting simpler. Teams are balancing cloud platforms, proprietary tools, and open-source options while trying to reduce complexity, improve visibility, and make smarter platform decisions. Our latest ETR Observatory for Observability highlights the forces shaping observability in 2026 and why they matter for technology leaders. Read the summary to get a clearer view of where the market is moving. https://hubs.la/Q04cQCS70

04/20/2026

The boundary between observability and security is dissolving faster than most organizations expected, and AI capabilities are maturing at uneven rates. With the 2026 ETR Observatory for Observability releasing April 21, we're revisiting what senior IT leaders said about which platforms are winning. See which vendors came out on top before the new data drops. https://hubs.la/Q04cBDd30