Engagent Insights

Three CRM Stories, One Question: Who Pays for AI

lyndonbrathwaite@opaatswy.com (Lyndon Brathwaite) — Sun, 19 Jul 2026 18:01:43 GMT

Updated July 24, 2026: revised to clarify HubSpot’s hybrid AI pricing model and distinguish outcome tracking in Agent Hub from outcome-based billing.

Question: How are CRM vendors pricing AI agents right now, and is that changing?

Quick answer: CRM vendors haven't agreed on how to price AI agents. Some buyers are opting out entirely: 35% of enterprise teams have already built their own tools instead of paying for one. Sierra is testing pay-only-if-it-works pricing. But both bets skip over the same cost. Keeping a platform current takes dedicated, ongoing work, whoever's doing it.

Why Data Protection is a CRM Problem for Caribbean Businesses

lyndonbrathwaite@opaatswy.com (Lyndon Brathwaite) — Sun, 12 Jul 2026 01:54:53 GMT

Does GDPR matter to Caribbean businesses, and why is it a CRM issue?

GDPR isn't Caribbean law, but it's the model nearly every new data protection law in the region is built on. It matters directly to CRM because a CRM is, functionally, the exact kind of system these laws regulate: a structured store of personal data collected from customers. Recent breaches at TSTT, Digicel, and Courts show that in territories where enforcement is weak or absent, the real accountability for mishandled data comes from customers and the market, not regulators, making data protection a trust and revenue issue for any business running a CRM, not just a legal one.

A Sales Operating Guide for Revenue Leaders - 2026 Update | Engagent

lyndonbrathwaite@opaatswy.com (Lyndon Brathwaite) — Sat, 13 Jun 2026 13:23:41 GMT

Introduction

Every sales leader is chasing the same outcome: revenue that behaves predictably, quarter after quarter, without burning time on work that doesn’t move deals.

At the start of 2026, the serious conversations were about diagnosis — where, specifically, performance breaks down in your revenue system — before anyone went shopping for new tools or redesigning playbooks. That hasn’t changed. What has changed is the cost of skipping that diagnostic step.