Today’s pick

HubSpot’s Controversial New Customer Data Sharing Deal Didn’t Survive the Week

On 1 July, HubSpot rewrote its terms of service to let customer enrichment data flow into a shared pool other customers could draw on. By 5 July, the plan was dead. Chief Product and Technology Officer Duncan Lennox confirmed the...

Your Customer Experience News Roundup: The EU Takes Aim at AWS and Azure as Acquisitions Stack Up

This week in customer experience news, the European Commission moved to designate AWS and Azure as cloud gatekeepers, while the market added several notable acquisitions. Underneath it all, new data from Infobip punctured a flattering assumption: that because enterprises have...

Building an Award-Winning Culture from Day One: Lessons From Jane Austin at Wave Utilities on EX Lore Podcast

For most HR and EX leaders, the question of what they’d do if given the chance to shape a culture from day one remains just that – a question. For Jane Austin at Wave Utilities, it was reality. When the UK...

What the Workday Ruling Means for AI Hiring Discrimination

A US court has refused to throw out landmark claims that Workday’s AI screening tools discriminate against job applicants. The questions it raises reach any organisation that lets software decide who gets seen in the hiring process. On 22 June, a...

Inside CX Vision 2035: Tackling Finance Transformation and the Work-Design Crisis

Two sessions at the CX Vision 2035 – Wembley Stadium on 5th November 2026 – reveal why the most important questions in customer experience are no longer about technology — they’re about how organisations actually work. What are the most important...

The EU Wants to Make It Easier to Leave AWS and Azure, Targets Amazon and Microsoft’s Cloud Units Under New ‘Gatekeeper’ Regulations

The European Commission moved last week to designate Amazon Web Services and Microsoft Azure as “gatekeepers” under its new Digital Markets Act. This is the first time the EU’s competition framework has reached cloud infrastructure rather than consumer-facing platforms like...

Your Customer Experience News Roundup: Oracle’s SEC Filing Names AI in 21,000 Cuts and the Contact Centre Gets a Platform War

This week in customer experience news, Oracle became the first major tech company to attribute workforce reductions to AI in a regulatory filing, a quiet arms race over contact centre workforce management tools broke into the open with launches from...

Your Employee Experience Roundup: Gen Z’s Pay Surge, Gallup’s AI Layoff Gap and the Entry-Level Squeeze

It has been a quieter week on the employee experience news front, which felt fitting for one spent largely trying to stay cool. What did surface kept returning to younger workers: their financial reality, their shrinking access to entry-level work,...

The Bill You Can’t Budget: How AI Is Rewriting the Rules of CX Procurement

The seat-based SaaS model was, whatever its limitations, legible. A contact centre bought licences, counted users, and planned around headcount. Procurement teams knew the unit. Finance could model it. Vendors and buyers, however unequal their footing, at least shared a...

Gen Z Are Out-Earning Millennials – But the Pay Rebound Won’t Last 

New Resolution Foundation analysis shows Gen Z workers out-earning their millennial predecessors. But a looming wage squeeze and a million young people out of work make this a precarious story, and a clear call to action for employers. Since the 2008...

Why Customer Satisfaction with Brand Communications Is Falling and How to Fix the Strategy, With Scott Draeger

A strong customer communications strategy requires three things: consistency across channels, clean data governance, and a governance model that treats regulation as a floor rather than a ceiling. Smart Communications’ Scott Draeger argues that most organisations are failing on all...

BPO Viewpoint – The Agentic AI Jobs Truth Vendors Won’t Tell You

At CCW Las Vegas, the vendors sold one story: humans and machines, side by side, nobody worse off. The outsourcers who actually run the agents told a sharper, more divided, and more honest one. CXM reports the BPO view from...