Today’s pick

Only a Quarter of Today’s Multigenerational Workforce Collaborates Well – and AI Is Widening the Gap

Only 26% of employees experience real ‘generational synergy’ in their jobs. The other three in four work somewhere that has not established how generations learn from one another. These findings come from O.C. Tanner’s first annual State of Generations at Work report. Generational...

What Anthropic’s Fable and Mythos Drama Really Means for Customer Experience Leaders

Anthropic’s Fable 5 and Mythos 5 AI models were suspended by the US government export control directive on 12 June 2026, following national security concerns. This was a first for any major AI lab. The shutdown has immediate implications for...

Your Customer Experience Roundup: Verizon Says the Quiet Part Out Loud, The Pricing Model Is Changing, and Your AI Agent Now Has an Agent

This week in customer experience, a telecom CEO said what most of his industry peers are thinking but declining to put on record; the earnings season continued its quiet argument for outcome-based AI pricing, and the contact centre software market...

Your Employee Experience Roundup: The AI Efficiency Pushback, Forrester’s Sobering EX Data, and 61% Cover Their Backs At Work

This week in employee experience, the rush to make short-term AI efficiency gains saw pushback at the Festival of Work 2026, where speakers urged organisations to adopt a more people-centric approach to AI. Meanwhile, fresh Forrester data shed light on how...

Festival of Work 2026 Takeaways: The Efficiency Obsession With AI Is Backfiring

Peter Cheese opened the Festival of Work 2026 with a memorable comment that set the tone for the rest of the event. The pace of change has never been faster, he told the audience in his final address as Chief...

Oracle Earnings CX Analysis: AI, Cloud Ambitions Boom With Over 1,000 Agents Deployed Across App Suite

Oracle’s fourth quarter was, certainly, a busy one, as its investment in cloud and AI infrastructure continued to boom, underpinning its long-term CX strategy. Over 300 Fusion customers went live during the period, among them Westfield Insurance on Fusion ERP, Piraeus...

Should Your AI Agent Get Its Own AI Agent? Decagon Thinks Yes

Your AI agent now has a colleague, and it is also an AI agent. Decagon’s new tool, Duet Autopilot, takes over the job a human team usually does on a customer-service agent, finding the faults, drafting the fixes, testing them,...

Verizon CEO Just Said What the Contact Centre Industry Already Suspected About AI and the Workforce

Executives rarely admit in public what they might say in private about artificial intelligence and the workforce, especially contact centre roles. Dan Schulman, chief executive of Verizon, broke that convention at the Bloomberg Tech Conference in San Francisco on 4...

CXM Tech Stars Launches — Recognising the People Building the Future of CX Technology

Customer Experience Magazine is delighted to announce the launch of CXM Tech Stars, a new global recognition programme dedicated to technology innovators in the customer experience space. Remember CXM Stars? This one’s a bit different. While our previous CXM Stars focused...

Your Employee Experience Roundup: World Cup Flexibility, Microsoft’s Slipping Manager Support, and a Frontline Rethink

What employee experience news caught our attention this week? An internal Microsoft employee survey finds manager support on a downward slope, and CEO confidence in the economy has tumbled in Q2. Also, in an effort to stop organisations lumping billions...

UK’s HMRC to Modernise its Contact Centre With Capgemini, NiCE, Route 101 Partnerships

The UK’s HM Revenue & Customs (HMRC) has confirmed a multi-year contract with Capgemini, working alongside NiCE and Route 101. The shared ambition is to replace its legacy contact centre infrastructure with a unified, cloud-native platform. The work will consolidate...

Microsoft’s Internal Survey Data Reveals Deterioration in Manager Support – Just as AI Raises the Stakes

Big shifts are happening within Microsoft – and they are changing how the software giant’s employees feel at work. According to the recent results of Microsoft’s internal survey, obtained by Business Insider, the company’s workforce feels more energised to do meaningful...