Today’s pick

Josh Bersin’s Agentic HR 2030 Vision: What does it Mean for Employee Experience?

As more organisations deploy AI agents across their operations, the question of how this technology will reshape HR is gaining traction. Are we heading towards a world in which people issues are mostly handled by AI bots, not humans? Last...

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...

Leaders Are Engaged, Angry and Lonely — and Organisations Need to Pay Attention

Leaders are your organisation’s most engaged people, and most satisfied in their personal lives. Yet they are also most likely to feel angry, stressed, and lonely day to day. Revealing this paradox is Gallup’s 2026 State of the Global Workplace report....

Meet your new EX editor

You cannot deliver a great customer experience if you fail to get your employee experience right. The connection between the two is clear, and yet siloes remain in both organisations and across media coverage. As the new Employee Experience Editor...

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...

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...

Oracle Leads a Wave of Mass Tech Layoffs Across Q1 2026

Oracle’s decision to eliminate up to 30,000 jobs brings a bruising first quarter for tech workers to a close. On 31 March, Oracle began notifying employees across the US, India, Canada, and Mexico that their roles had been eliminated. Analysts...

The Competencies CX Stars Say the Profession Now Requires

The job description for a CX professional has changed considerably in the last few years, even if the job titles haven’t. Empathy, data literacy, stakeholder management — these are still on the list, but they no longer cover it. The...

What Is AI Enablement, and Does Your Organisation Need It?

AI is currently a fixture in most organisations (88% according to McKinsey), yet widespread use has not translated into widespread value. Only 7% of respondents said AI had been fully scaled across their organisations. The tools are in place. The...

Gallup Finds Accountability is the Achilles Heel of Leadership

New Gallup research has identified accountability as the weakest of seven core leadership competencies, with fewer than half of leaders rating themselves highly at upholding employee performance standards. The findings point to a gap that is quietly costing organisations in...

We Were All Supposed to Live in the Metaverse by Now

Few technology failures have been quite as public, or quite as expensive, as the metaverse. It began as a grand declaration about the future of human connection, ended this month with a partially reversed shutdown announcement, a workforce reduced by...

Human Agents Are Trained, Evaluated on Speed, and Left to Guess the Rest

Every day, support agents handle hundreds of customer conversations that will never be seen by a quality reviewer. No one will check whether the agent communicated clearly, handled the issue effectively, or left the customer feeling valued. A new study...