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Reading Room

Read the arguments shaping this field: original letters and essays, independent reporting, interviews, and podcasts. Every item says whether the text is available here or should be read at its publisher.

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The PioneersEssay or blogExcerpt
Thrive Holdings, individual author not shown · Thrive Holdings

Profiles RRBB practitioners including Rob Quick, Dave Roth, and Susan DiPaolo. Recounts a prior software initiative that failed because document-scanning work was not adopted.

Preferred CFO joins CurrentCompany announcementExcerpt

Announced September 1, 2026, from Salem, Utah. Current announced that Preferred CFO joined the platform. Based in the greater Salt Lake City metro area, Preferred CFO provides fractional CFO, controller, outsourced accounting, strategic finance, and capital-raising support to businesses nationwide, and has operated for more than a decade, with the firm dating its founding to 2013. Its work covers forecasting and financial modeling, cash flow management, budgets and operating plans, capital preparation and raises, and strengthening controller functions. Current framed the addition as advancing its strategy to build one of the country's leading advisory organizations and as a milestone in its national expansion, positioning the combination of experienced professionals, modern technology, specialized expertise, and strategic advisory as the direction of the profession. Preferred CFO said clients should expect near-term continuity with the same professionals, while joining Current gives the firm access to broader technology, AI systems, national resources, and collaboration across the network. Existing client relationships, local leadership, and culture are retained.

CXP platform launchCompany announcementExcerpt

Announced August 25, 2026, from San Francisco. Crescendo launched the Crescendo Customer Experience Platform (CXP), consolidating software categories historically sold separately — CCaaS, ticketing, workforce management, quality assurance, voice of the customer, and knowledge — into a single system run end to end by specialized AI agents. The named agents are Concierge, which handles customers across phone, chat, email, and messaging and hands off to a person with the full thread intact; Agent Assist, which supports human specialists during live conversations and delivers escalations as decision packets rather than raw transcripts; Applied Insights, which analyzes conversations and outcomes; Quality, which scores 100 percent of conversations for accuracy, empathy, compliance, and completion; and Workforce, which forecasts volume and optimizes staffing at five-minute granularity. Beneath them sits what Crescendo calls the Agentic Foundation, an orchestration and optimization layer the company says automates 95 percent of deployment work. Crescendo cited backend integration from a natural-language prompt in under 30 minutes and full production in as little as 30 days, 600 percent growth in AI-handled volume, a 200 percent increase in AI customers year over year, and one customer reporting a 60 percent reduction in CX stack costs. Andy Lee, co-founder, was chief executive at launch, having been appointed in July 2026.

Google Cloud integrationCompany announcementExcerpt

Announced August 25, 2026, from Palo Alto. Eudia announced a partnership with Google to launch industry-specific AI capabilities on Google Cloud's Gemini Enterprise for Legal, as a launch partner. Eudia's agent is built on Google's Agent Development Kit and connected via MCP, combining specialized agents with digital twins of domain-scoped institutional knowledge, orchestrated with legal-specific reasoning and access to legal databases. The stated use cases cover legal, compliance, procurement, and revenue teams: drafting and reviewing contracts, analyzing marketing assets for compliance, assessing risk across thousands of executed contracts, and managing obligations across a company's contract portfolio. The release frames the value as giving large enterprises a faster path to governed legal AI inside a platform they already run, with an illustrative example of an employee querying Gemini Enterprise about the compliance implications of a proposed product feature. Eudia is described here as the augmented intelligence platform for enterprise legal, contracting, and compliance.