Tech Disruptors

To solve the employee-support problem, “you actually have to solve the automation problem,” Serval co-founder and CEO Jake Stauch tells Bloomberg Intelligence senior technology analyst Anurag Rana on the Tech Disruptors podcast. In this episode, they discuss why Jake believes IT service-management (ITSM) providers such as ServiceNow are being disrupted by AI-native automation rather than better ticketing systems. They examine Serval’s approach to turning natural-language requests into deterministic workflows, why large enterprises are willing to replace entrenched ITSM platforms despite long migration cycles and how AI could reshape employee support, automation and the economics of internal service teams.

“Over 80% of Marketplace transactions are still self-service today, but the bulk of the revenue is enterprises buying large contracts,” Matt Yanchyshyn, vice president of AWS Marketplace and Partner Services, tells BI senior technology analyst Anurag Rana. Yanchyshyn explains how AWS Marketplace has evolved from an app-store-style catalog into an enterprise procurement channel offering private offers, co-sell, services, and software. The discussion unpacks why AI agents are the fastest-growing category on Marketplace, the shift toward solution bundles and how AWS is approaching model flexibility, governance and security as agents increasingly do discovery via MCP-style integrations.

AI agents are driving more experimentation and early production use cases across enterprise workflows. Box CEO Aaron Levie and AWS Director of Financial Services Market Development John Kain join Bloomberg Intelligence senior software analyst Sunil Rajgopal on this episode of the Tech Disruptors podcast to discuss how financial institutions are applying agentic AI to onboarding, compliance and document-heavy processes. “Agents can only be as effective as the context that they have,” Levie says, while Kain adds, “It’s not to replace the human decision process. It’s to accelerate the human decision process.” The conversation also explores data fragmentation, governance and guardrails, infrastructure-scaling challenges, and why companies remain in the early stages of enterprise-wide transformation.

AI’s expansion into enterprise use is exposing a gap between rapid prototyping and reliable deployment across the organization. Domino Data Lab CEO Nick Elprin joins Bloomberg Intelligence senior software analyst Sunil Rajgopal to discuss how model-driven organizations are putting AI to work in core-business settings, where governance and standardization are essential. As coding assistants enable domain experts to build full-stack analytics applications, “basic SaaS applications are pretty seriously threatened right now,” Elprin says. The conversation also explores why human-in-the-loop systems are still essential and how companies manage fragmentation risks as agentic AI evolves.

“We charged for outcomes with Fin…we’re charging when we did the work properly, and we weren’t charging when we didn’t,” Des Traynor, Intercom’s co-founder and chief strategy officer, tells Anurag Rana, senior technology analyst at Bloomberg Intelligence. In this Tech Disruptors episode, Traynor explains why Intercom chose to cannibalize its seat-based support software as a service to launch an AI agent that targets 60–70% resolution, and why outcome pricing changes everything from product design to unit economics. They also dig into what separates resolution from “deflection,” why most companies shouldn’t self-build support agents, how Intercom mixes models — including its own CX models — to optimize quality/cost and why 2026 is about expanding Fin from support into broader customer-facing roles.

Ericsson’s recent headway in securing contracts for 5G enterprise applications signals a rise in commercial deployments as business customers gain confidence in the technology’s potential to improve returns. In this episode of Bloomberg Intelligence’s Tech Disruptors podcast, Ericsson SVP and Head of Business Area Enterprise Wireless Solutions Asa Tamsons joins BI senior telecom analyst John Butler to discuss the outlook for enterprise 5G applications and how customers are using the technology to boost efficiency and generate higher returns. The discussion also touches on 6G and its potential to embed intelligence across business operations, partly through AI, while building on 5G’s ability to interconnect devices.

Mastercard’s push into stablecoin infrastructure, including its proposed acquisition of BVNK, alongside advances in enabling agentic payments, reflects an evolution rather than a disruption of its core business. In this episode of Bloomberg Intelligence’s Tech Disruptors podcast, Jorn Lambert, Mastercard’s chief product officer, joins BI fintech and payments analyst Diksha Gera to discuss how Mastercard is extending its value proposition around trust into new environments — from owning the “plumbing” of stablecoins through interoperability and multi-rail enablement to acting as the “intent verifier” in emerging agentic payments. Listen to hear more about how Mastercard is shifting from a card network to an intelligent “switch” of multi-rail platforms, as AI agents begin to navigate merchant catalogs and execute autonomous transactions.

Concentrix CEO Chris Caldwell joins Bloomberg Intelligence analyst Tamlin Bason to examine how AI is reshaping customer experience. As companies move from pilots to scaled deployment, Caldwell discusses how AI is enabling more personalized, real-time interactions, while introducing risks around consistency, trust and brand control. The conversation also explores the role of incumbents like Concentrix in bringing the scale needed to implement AI effectively, bridging the gap between emerging technology and enterprise execution. Caldwell shares where he sees value forming across the customer-experience ecosystem, and why protecting brand identity remains critical as automation deepens.

“Enterprises cannot vibe operate,” declares Madhav Thattai, GM and EVP of Salesforce AI, on this episode of Bloomberg Intelligence’s Tech Disruptors podcast. Thattai and BI senior technology analyst Anurag Rana discuss why Salesforce thinks the “SaaSpocalypse” narrative misses how agents change outcomes and how the company is trying to measure that shift with Agentic Work Units (AWUs) — a way to track work performed rather than just token inputs. Thattai outlines Salesforce’s four-part agentic enterprise framework: system of context, system of work, system of agency and system of engagement. The conversation explores how large-language model flexibility plus deterministic workflows are used to reduce “prompt doom loops,” improve latency and manage cost. The discussion also covers how Salesforce is monetizing agents via license bundles and consumption, and why AWUs and session-trace tooling are positioned as budgeting and operational aids for CIOs and CFOs.

AI adoption is moving from experimentation to execution, exposing gaps in data quality and governance. Qlik CEO Mike Capone joins Bloomberg Intelligence Senior Software Analyst Sunil Rajgopal to discuss why enterprises must build strong data foundations rather than rely on plug-and-play LLMs. “SaaS isn’t going away — it just has to be rewired,” Capone says, highlighting how AI is reshaping software architectures and limiting returns without strong data infrastructure. The discussion also covers Qlik’s positioning, competitive dynamics and how AI-driven productivity is influencing growth and product strategy.