Qualtrics vs Salesforce

Zendesk Names Rachita Sundar as CFO

Zendesk announced the appointment of Rachita Sundar as Chief Financial Officer, effective September 28, 2026. Sundar, who brings over 20 years of experience in finance and operations at technology companies including Microsoft Azure, HubSpot, and Qualtrics, succeeds Julie Swinney, who transitions to Chief Administrative Officer and executive sponsor of Zendesk's Employee Service business. At Qualtrics, Sundar helped finance and close the $6.75 billion acquisition of Press Ganey Forsta. CEO Tom Eggemeier highlighted her financial rigor and operational expertise as Zendesk scales toward a multi-billion-dollar AI business.

• Rachita Sundar appointed CFO of Zendesk, effective September 28, 2026.
• Sundar has over 20 years of experience at Microsoft Azure, HubSpot, and Qualtrics.
• At Qualtrics, Sundar helped finance and close the $6.75 billion acquisition of Press Ganey Forsta.

Consumers Trust AI Advice but Not AI Purchases

A survey by ACI Worldwide of over 3,300 U.S. and U.K. consumers reveals that only 7% of fashion shoppers would allow an AI assistant to make purchases without approval, while 53% are uncomfortable with AI making purchases on their behalf. Consumers value AI for tasks like price drop alerts and cross-retailer comparisons, but want to retain control over final purchase decisions. The article highlights that retailers can build loyalty by embedding AI assistants in their apps for order tracking, returns, and promotions. Privacy concerns remain significant, with 53% of global consumers worried about AI-enabled support posing privacy risks, according to Qualtrics XM Institute. Experts suggest framing AI as a 'better editor' that narrows options rather than a decision-maker, emphasizing the importance of trust and transparency.

• Only 7% of fashion shoppers would allow an AI assistant to make purchases without approval.
• 53% of consumers are uncomfortable with letting an AI assistant make purchases on their behalf.
• The survey was conducted by ACI Worldwide with over 3,300 U.S. and U.K. consumers.

TikTok Adds AI Shopping Assistant and Direct Brand Checkout

TikTok has rolled out an AI-powered Shopping Assistant and a new in-app checkout feature in the U.S., allowing users to buy products directly from brands within the For You feed, separate from TikTok Shop. The conversational AI agent provides product details, shipping, sizing, and purchase assistance, while the one-click checkout enables seamless purchases without leaving the app. These features are developed in partnership with Salesforce, Shopify, Shoplazza, and Stripe, aiming to move users from discovery to action, as stated by David Kaufman, TikTok's global head of monetization and product partnerships. This expansion beyond TikTok Shop underscores TikTok's growing e-commerce footprint. The platform's Economic Impact Report estimates an $81 billion contribution to U.S. GDP, with 54 million Americans purchasing after watching videos, and TikTok Shop generated $15.8 billion in U.S. sales in 2025.

• TikTok launched an AI shopping assistant and one-click checkout feature in the U.S.
• The features are built in partnership with Salesforce, Shopify, Shoplazza, and Stripe.
• TikTok's Economic Impact Report estimates $81 billion in U.S. GDP contribution.

Google AI Overviews for Brands Include Third-Party Sources

Google's AI Overviews increasingly appear for brand-related search queries, providing visibility but also risks. A recent Ahrefs analysis shows that in September, 73.3% of branded searches in the US triggered AI Overviews on desktop, up from 61.3% in July. These overviews often cite third-party sources like Wikipedia, YouTube, and LinkedIn, not just the brand's own content. This can lead to misinformation or negative portrayals, and Google may be liable for false statements, as a German court ruling indicated. Brands and SEOs must manage their reputation across third-party sources, as clicks from AI Overviews can benefit not only the brand but also publishers and creators.

• Google's AI Overviews appear for 73.3% of branded searches on US desktop in September, up from 61.3% in July.
• AI Overviews for brands often cite third-party sources like Wikipedia, YouTube, and LinkedIn.
• Google introduced a brand filter in Search Console to help SEOs analyze brand-related queries.

Multiplayer AI: The Shift from Smarter Individuals to a Smarter Company

Salesforce's newsroom now features a new article on Multiplayer AI, highlighting the shift from individual intelligence to company-wide intelligence. The article is dated Sep 24, 2026.