8 insights from the ‘Certinia at Dreamforce’ event: AI resets the economics of professional services

Certinia Inc. has grown its packaged AI agents from 10 to 24 and its Veda Intelligent Actions from 64 to 135 since April, with more than 300 actions planned by year's end, chief product and technology officer Raju Malhotra said at the Certinia at Dreamforce event. Certinia merged its Veda AI suite with its core applications into a single system spanning the services lifecycle, from selling projects through resourcing, billing and delivery, which chief business officer Prasad Sulur and chief operating officer Robert Cesafsky said targets eliminating entire workflows rather than the 10% or 20% gains from scattered tools. Platinum River Innovations LLC chief executive officer Mike Piehl said the Salesforce implementation firm moved from time-and-materials contracts to fixed-bid pricing, absorbing delivery risk itself, and that falling labor demand per project has been offset by lower price points and higher value delivery producing more client demand.

8 insights from the ‘Certinia at Dreamforce’ event: AI resets the economics of professional services AI is rewriting the economics of professional services https://siliconangle.com/2026/09/15/professional-services-ai-certinia-dreamforce-certiniaatdreamforce/ . Firms that once billed by the hour are quoting fixed bids, compressing delivery timelines and absorbing risk they would previously have pushed onto the client. The labor a single project consumes is falling, and the price with it. The argument has moved past whether the technology works to whether its output can be trusted. The next phase is defined by determinism — context captured across the full services lifecycle https://siliconangle.com/2026/07/30/ai-native-services-thecube-research-analysis-cubeconversations/ , knowledge that compounds from one engagement to the next, and agents whose actions carry financial and regulatory consequences. Business models are shifting in step, away from billable hours and toward fixed-bid and outcome-based work. “What we’re seeing in practice is that the labor demand on an individual project is coming down, which normally would mean you need fewer people,” said Mike Piehl https://www.linkedin.com/in/1mikepiehl/ , chief executive officer of Platinum River Innovations LLC. “However, because the overall price points are coming down as well and the value delivery is going up, it actually means that we have more client demand as a result. So, more projects coming in, and the net effect is we need more people.” Piehl and other industry experts spoke with Scott Hebner https://www.linkedin.com/in/scotthebner/ , principal analyst for enterprise AI at theCUBE Research, during the Certinia at Dreamforce https://www.thecube.net/events/certinia/certinia-at-dreamforce event. The interviews covered pricing models, agent architecture, knowledge graphs, context engineering and what all of it means for consulting careers. Disclosure below. Here are 8 standout insights from the event: 1. Platinum River Innovations rebuilds professional services around fixed-bid pricing. The Salesforce implementation firm rewrote its client contracts before bringing in AI tools, moving from time-and-materials contracts to fixed-bid pricing so it absorbs the delivery risk itself. Requirements, code generation and testing now run through AI, cutting internal cost, lifting margins and making projects viable that clients once could not afford, according to Piehl. Check out theCUBE’s complete interview https://www.youtube.com/watch?v=Hx2zblOpaSU . 2. Certinia positions its System of Action against the microproductivity trap. Certinia Inc. has merged its Veda AI suite with its core applications into one system spanning the services lifecycle, from selling projects through resourcing, billing and delivery. Scattered tools deliver 10% or 20% gains that the enterprise never captures, so the goal is eliminating entire workflows, explained Prasad Sulur https://www.linkedin.com/in/prasad-narasimhan-sulur-57411b/ pictured, left , chief business officer of Certinia, and Robert Cesafsky https://www.linkedin.com/in/robertcesafsky/ right , chief operating officer. Watch the full interview https://www.youtube.com/watch?v=UkJot-FI36c from theCUBE. 3. Veda Intelligent Actions widen the agentic surface of the platform. Since April, the company has grown from 10 packaged agents and 64 Veda Intelligent Actions to 24 agents and 135 actions, with more than 300 planned by year’s end. The aim is to expose everything a human user can do in the product agentically, grounded in foundational context and compounding intelligence, noted Raju Malhotra https://www.linkedin.com/in/rajumalhotra/ , chief product and technology officer of Certinia. See theCUBE’s full coverage https://www.youtube.com/watch?v=uMLU1GlNxRA . 4. Hyland closes the gap between services delivery and customer success. Hyland Software Inc. built Hyland Premier Care around enhanced support, customer success and technical account management based on service tier, along with service credits customers can apply as needs arise. Aligning data across professional services and customer success, and capturing risk signals through the lifecycle, spares customers from connecting those dots themselves, highlighted Carlos Gutierrez https://www.linkedin.com/in/cgutierr1/ , vice president of customer operations at Hyland. Don’t miss the full interview https://www.youtube.com/watch?v=iNt7cwkjzP0 on theCUBE. 5. Certinia rebuilds its brand around people and authority. Certinia used Dreamforce to present itself as a System of Action across professional services, customer success and financial management, with people at the center of a bolder brand. Buyers now research through large language models and many never reach a website, so credibility built with customers, partners and analysts drives brand authority, according to Mimi Spier https://www.linkedin.com/in/mimi-spier/ , chief marketing officer of Certinia. Hear the full story https://www.youtube.com/watch?v=BMRHSmsReic on theCUBE. 6. Thunder turns pre-sales conversations into a continuously updated knowledge graph. Thunder Inc. manages projects in Certinia’s professional services automation with Veda layered on top, holding pre-sales commitments, scope changes and Slack discussions in one continuously refreshed knowledge graph. Context engineering has become the discipline that matters, since precise context yields better agent answers while overly broad context invites hallucinations, emphasized Tyler Philpot https://www.linkedin.com/in/tylerphilpot/ , VP of solution architecture at Thunder. Catch the complete conversation https://www.youtube.com/watch?v=-ivE9pOIGpI on theCUBE. 7. Civica makes trust the deciding factor in its AI choices. Civica UK Ltd. is consolidating the bespoke systems left by years of acquisitions onto Salesforce and Certinia so estimating, delivery and revenue recognition run from a single source of truth. Because its software touches about 100 million citizens, data residency, sovereignty and how tools are governed decide which AI it adopts, shared Simon Cornwell https://www.linkedin.com/in/simoncornwell/ , chief information officer of Civica. Watch theCUBE’s full sit-down https://www.youtube.com/watch?v=bf2za2 ux9M . 8. Neocol overlays agents on every step of its consulting methodology. Neocol Inc. calls its approach human-led AI, putting agents behind each stage of the delivery method so proposals, statements of work and project assets carry the context of earlier client conversations. That continuity cuts scope creep and removes the sales-to-delivery handoff, though agents that consume resources without returning value should be retired, added James Davidson https://www.linkedin.com/in/jamesdavidson79/ , CEO of Neocol. Explore theCUBE’s in-depth discussion https://www.youtube.com/watch?v=X CHDal5Y8Y . Here’s more of SiliconANGLE’s and theCUBE’s coverage of Certinia at Dreamforce https://www.thecube.net/events/certinia/certinia-at-dreamforce : Disclosure: TheCUBE is a paid media partner for the Certinia at Dreamforce event. Neither Certinia, the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE. 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