Artificial Intelligence

HubSpot Acquires Warmly and its Buyer-Intent AI Agents

HubSpot has agreed to buy Warmly, a six-year-old startup that builds AI agents for sales and marketing teams. Co-founders Max Greenwald, Carina Boo and Alan Zhao started the company to make go-to-market work more like engineering, with connected tools and...

Microsoft’s Copilot Learns to Finish the Job in Dynamics 365, Not Just Start It, With Service Agent and New MCP Tools Availability

Microsoft’s Service Agent went fully live inside Microsoft 365 Copilot this week, three months after its public preview debut. Essentially, this means that customer service reps can now ask Copilot to act on a case, not just explain one. Until now,...

Cisco’s AI Agent Rollout Lands the Same Month as Layoffs

Cisco is giving every one of its roughly 90,000 employees a personalised AI agent from the end of July 2026. In the same window, the company has said it will cut close to 4,000 jobs globally as part of an...

Consumers Have Yet to Find a Brand that Uses AI in Messaging Well

Every enterprise marketing team wants to sound like it understands AI. Over the past two years, that has meant folding AI language into taglines, product pages, and press releases, on the assumption that mentioning the technology signals a company is...

Sovereign AI in CX: The Move From AI Adoption to AI Control

Most of us are experiencing the same strain in CX right now. The push to roll out bigger, better, more powerful AI tools is relentless. Enough to make some companies consider cutting corners. At the same time, though, regulators keep...

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...

Pinkfish Acquisition Arms Genesys with 25,000 Tools for Autonomous Agents

Genesys has acquired Pinkfish, an agentic orchestration workflow company, to let its virtual agents do more than talk to customers. The acquisition gives Genesys Cloud AI the ability to connect a customer’s request to real actions across enterprise systems, the...

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...

Here Are the Hyper-Personalisation Risks Companies Need to Know

Personalisation used to be basic, but polite. You’d see your name in a subject line, or a mention of what you bought last time in a message, and think, “Hey, they remembered me.” Then things sped up. Companies started gathering more...

Accenture and ServiceNow Want to Make Cybersecurity Legacy Platform Migration Less of a Nightmare Through AI

Accenture and ServiceNow have launched a joint cybersecurity offering combining managed security services with an AI tool for migrating off legacy risk platforms. It tackles a problem most organisations know intimately. The security platform everyone’s stuck with because nobody wants...

Over Half of Brands Have Deployed Agentic AI but Reserve It for the Simplest Tasks, Infobip Finds

Enterprises have raced to deploy agentic AI, yet the technology rarely reaches the customer journeys that carry the most value. Where brands have switched it on, it mostly handles low-stakes triggers like notifications and identity checks, while the involved, multi-step...

Front and Zoom End the Tab-Hopping Behind Every Customer Call

Shared-inbox platform Front has launched an integration with Zoom Contact Center that pulls inbound and outbound calls, voicemails, and SMS into the same workspace teams already use for email and chat. The customer operations platform announced the tie-up to keep...