The CX Stack Is Eating the Org Chart

The old stack routed customer work around the company. The new one decides who does the work, whose judgment wins, and who gets blamed when the machine acts.

The easy take is that the CX stack is getting smarter.

The sharper read: the stack is starting to do what the org chart used to do.

Every time a bot refunds a charge, blocks an offer, or closes a ticket without a human, that’s the stack acting like a manager, not a spreadsheet.

Follow the money and the product language. Salesforce just launched Agentforce …