From INBOUND to UNBOUND: HubSpot Declares the Funnel Era Over

HubSpot has announced that its flagship annual conference, INBOUND, will be renamed UNBOUND from this year. The event, which has drawn hundreds of thousands of marketers and business leaders over 15 years, will take place under its new name in...

Oracle Launches Fusion Agentic Applications for CX as Expectations Shift

Oracle has launched Fusion Agentic Applications for customer experience. The new category of enterprise software is designed to move beyond supporting sales, service, and marketing teams to actively driving outcomes on their behalf. Announced at the Oracle AI World Tour...

BCG Predicts Most Jobs Will Be Reshaped, Not Replaced, by AI

One of the most persistent fears surrounding artificial intelligence is that it will hollow out the workforce. New research from Boston Consulting Group (BCG) offers hope to an alternate narrative, concluding that the more immediate reality for most workers is...

Visa Enables Agentic Commerce at Scale, But Are CX Leaders Ready?

Visa has launched Intelligent Commerce Connect as preparation for the coming wave of AI agents in online retail. The single on-ramp to agentic commerce enables businesses of any size to accept payments from AI agents, make their product catalogues discoverable...

Employee Engagement is Sliding and Productivity is Paying the Price

When the job market is strong, disengaged employees leave. When it tightens, they stay and show up checked out, delivering less. That double bind is the central warning in Gallup’s newly published analysis of its State of the Global Workplace...

Sprinklr’s AI Innovations Reflect Demand for More Reliable Automation

Across the CX technology market, vendors are under growing pressure to build AI that can justify its outputs, not just produce them. With the gap between AI investment and impact remaining wide, enterprise buyers are asking harder questions about governance...

Marc Benioff Accuses CEOs of Using AI as a Scapegoat

Salesforce CEO Marc Benioff has criticised what he calls the “lazy” tendency among CEOs to blame artificial intelligence for job cuts. Speaking in an interview with The Future Live, Benioff said too many leaders “make AI the scapegoat” when announcing...

McKinsey Uncovers Lessons on Customer Engagement from Asia

Asia is quietly rewriting the rules of customer engagement, and the lessons it offers have never been more important for Western brands. A new McKinsey report has identified six business model archetypes piloted across Asian markets generating growth rates well...

HubSpot’s TikTok Integration Puts Customer Context Behind Every Ad

HubSpot has brought TikTok natively into its Marketing Hub, giving marketers the ability to manage campaigns, schedule content, and measure performance across both paid and organic TikTok activity inside a single platform. The integration is built around what HubSpot describes...

Forrester Reveals Why Most Businesses are not Seeing AI Impact

According to Forrester’s latest report, three years into the generative AI era, most enterprises are struggling to turn AI investment into measurable business impact. Its latest Accelerate Your AI Voyage report identifies a list of actions that successful frontrunners or...

Hackers Claim Theft of 3 Million Salesforce Customer Records from Cisco

Reports have emerged that a criminal extortion group is attempting to blackmail Cisco after allegedly stealing more than three million Salesforce customer records. Cisco has not confirmed the claims, but they have circulated widely across security media over the past...

AI Is Making Life Harder for CX Teams, Not Easier, Front Research Finds

Despite massive investments in AI tools, most B2B customer teams are, in fact, experiencing “burnout, time wasted, and new headaches.” That is the finding from a new report by customer operations platform, Front. According to 700 B2B customer service, operations,...