Likely to Ship
Summer ‘26 full deployment by late June. Agentforce 3 Command Center GA by August. Additional AgentExchange ISV onboarding waves. EU AI Act enforcement starts August 2. ServiceNow Zurich widely adopted.
Likely to Break
First high-profile customer-facing agent incident with regulatory attention. Prompt injection attack on public agent earning press coverage. Cost overrun on an outcome-pricing deployment. Expect these as the AI-native era matures.
Expect Surprises From
Cheaper voice AI than projected. A dark-horse open-source model matching proprietary in specific domains. An unexpected regulatory ruling (CCPA/CPRA or DOJ/FTC action) affecting CRM AI. Prepare governance to absorb.
Plan For
Assume volatility. Keep change pace manageable. Invest in governance, evaluation, and observability — the boring work that prevents dramatic failures. AI’s hype cycle has matured; discipline matters more now than ambition.