Creatio highlighted in Gartner research on agentic AI in CRM

Gartner’s latest CRM research names Creatio as a representative provider in multidomain agentic AI CRM, underscoring the shift from prompt-based AI to platforms that can plan and execute work across business functions. The report says demand for AI is becoming a leading driver of CRM investment as enterprises test and deploy intelligent applications.

Why it matters: - Gartner’s research points to a new phase in CRM, where AI agents do more than answer prompts and instead help coordinate work across marketing, sales, service and operations. - The shift could reshape how enterprises build digital workforces, but it also raises integration, governance and data integrity demands. - Creatio’s inclusion signals that unified, AI-native CRM platforms are being evaluated as infrastructure for this transition.

What happened: - Creatio shared insights from Gartner’s Innovation Insight: Agentic AI in CRM report. - Gartner included Creatio as a representative provider offering multidomain agentic AI CRM capabilities. - The report was published on Feb. 26, 2026, by Ilona Hansen and Olive Huang. - Burley Kawasaki, SVP of Industries at Creatio, said the move from AI assistants and copilots to autonomous agents is redefining how organizations engage with customers and operate.

The details: - Gartner says 54% of enterprise application leaders have piloted or deployed intelligent applications across their application portfolios, based on Gartner’s Enterprise Applications Signature Study for 2026. - Gartner predicts adoption will grow over the next few years as customer demand for AI becomes the No. 1 driver of CRM investment. - Gartner says multidomain agentic AI CRM is still in early stages. - The research says organizations are balancing high potential value against operational, integration and governance risks. - Gartner highlights the need for platforms that can support coordinated, multiagent systems while preserving oversight, compliance and data integrity. - Creatio says its platform lets AI agents and people collaborate across marketing, sales, service and operations with no limits on users, agents or scale. - Creatio says the platform combines human-led and fully agentic execution to help organizations build and manage a unified digital workforce. - Creatio says that approach is designed to accelerate innovation, reduce operational complexity and drive business growth. - Creatio is headquartered in Boston and serves thousands of customers in more than 100 countries. - Creatio says it automates tens of millions of workflows daily. - The company says the full report can help organizations evaluate, pilot and scale agentic AI CRM initiatives. - Creatio’s website is More information.

Between the lines: - Gartner’s framing suggests agentic AI in CRM is moving from experiment to planning stage, but not yet to broad maturity. - The emphasis on governance and oversight indicates that AI autonomy in customer operations will likely advance only alongside stronger controls. - Creatio’s placement in the report may help position the company in a market that is shifting from point AI features toward integrated workflow platforms.

What's next: - Enterprises are likely to keep piloting agentic AI across CRM and adjacent business functions before wider deployment. - Buyers evaluating these platforms will likely focus on coordination, compliance, integration and measurable workflow gains. - Gartner’s outlook suggests AI demand will remain a major factor in CRM procurement decisions over the next several years.