Julie Mohr

Hyland CommunityLive 2026 was held in Orlando last week, bringing Hyland customers together from across its product portfolio – OnBase, Alfresco, Nuxeo, and Perceptive. CEO Jitesh Ghai, CTO Tim McIntire, and CPO Michael Campbell delivered the next iteration of Hyland’s vision and roadmap, evolving its positioning of the Content Innovation Cloud (CIC) and Hyland’s role in helping customers transform into a “content-powered agentic enterprise”.

AI in service management is shifting from experimentation to operational accountability. It is no longer sufficient to embed generative capabilities; organizations must ensure those capabilities deliver consistent, real-world outcomes. As vendors expand their AI messaging and product portfolios, buyers should look beyond announcements and focus on a more critical question: what makes AI truly useful, usable, and sustainable in day-to-day service operations?

At Zendesk’s Relate 2026 conference, the message was clear: Firms must shift from deploying isolated AI features to operationalizing AI across the entire service lifecycle — or risk failing to realize measurable business outcomes. From platform breadth and integration to knowledge readiness and new service roles, the event highlighted that success with AI depends on much more than adding automation. To understand Zendesk’s current strategy, it’s worth looking back four years.