AI Is Raising Customer Expectations. Icertis Continues to Exceed Them

For the third consecutive year, Icertis has been named a Customers’ Choice vendor in the 2026 Gartner® Peer Insights™ Voice of the Customer for Contract Life Cycle Management (CLM) report.

Among the many industry accolades and recognitions Icertis receives each year, this one is especially meaningful to me as the head of Customer Experience because Gartner Peer Insights is grounded in something concrete: reviews from customers who are achieving real results from our platform and our people who work to ensure results are realized.

This review in particular stood out:

“The addition of Vera Copilot and related AI capabilities allow users to automatically generate clear executive summaries from complex agreements in the 100-150-page range into an easily consumable format for leadership stakeholders. As a result, reviewers can focus directly on the issues that matter most instead of wading through every clause. Taken together, these are meaningfully reducing our CLM cycle times."  -- Telecommunications customer with up to $30 billion in annual revenue.

In our view, this review typifies the expectations of today’s customers: powerful AI that addresses repeatable use cases and delivers results with confidence. It’s about AI that’s not just for show, but instead represents practical, focused, and outcome-driven innovation.

Those outcomes don't happen by accident, especially when supporting the scale and complexity of our dynamic customer base. The results our customers describe are the product of every team at Icertis cohesively moving together so that each touchpoint, from the first demo through go-live and ongoing solution adoption, adds value and keeps our customers on track to achieve the goals they originally intended to.

That’s why we've focused our customer experience program around delivering tangible customer outcomes — corpus-level insights, risk mitigation, improved compliance, higher adoption because business outcomes are understood — rather than vanity metrics. And each year, customers rightly expect more as their contracting programs mature and the role our technology plays in those programs increases with more business demand.

I think of the distance between what a customer expects and what a provider delivers is the expectation gap. When that gap grows, trust erodes — even when the team's intent is focused on what we believe is best for our customer. AI is increasing expectations: instant answers, continuous innovation, prescriptive engagement and frictionless self-service experiences. When a new AI use case emerges in their business, they expect their contracting platform to accommodate it.

To meet these expectations and maintain trust, we've fundamentally changed how we engage with customers. Our customer engagement model has moved from specialized functions to what we call a “hyper-agile pit-crew"— a single, integrated team spanning Consulting and Customer Experience that operates with the speed and coordination, bringing together industry domain, product, and process expertise to service our customers holistically.

These teams are embedding AI agents to accelerate implementation work like template builds and testing — tackling tasks that previously required heavy manual effort and long elapsed cycles — and driving time-to-first-go-live down significantly. We're also using agents to elevate support by surfacing root causes and resolving repeat issues proactively, while continuously sharpening our training and documentation.

At the same time, we continue to make significant investments in AI innovation to ensure our platform remains the leader of contract intelligence. Our AI engine, Vera, powers a growing set of capabilities designed to remove friction from every stage of contracting, for every user who engages with a contract. Through our Vera product, customers now have access to agent-driven contract drafting, AI surgical redlining, automated playbook creation, AI-driven corpus insights, and Pre-signature AI agents.

These AI investments and new agentic capabilities led to a 40 percent year-over-year increase in AI usage by our customers.

Delivering this level of service for the biggest companies in the world speaks to the operational rigor we bring to this effort –  68% of our Gartner Peer Insights reviews are from companies with revenue over $1 billion. These organizations demand precision, scale, and reliability. In our opinion  they choose us because of our ability to deliver a complete AI-first contract intelligence layer for their enterprise, and earning their trust speaks volumes.

So to all of our customers: thank you for your trust and your partnership, and for taking the time to share your experiences on the Gartner Peer Insights portal. More importantly, thank you for continually raising the bar. Your expectations make us sharper, and we look forward to continuing to earn your confidence — one outcome at a time.

GARTNER and Peer Insights are trademarks of Gartner and/or its affiliates.
Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.