James Stephen on Muck Rack

James Stephen

Shepton Mallet
As seen in: CX Today (Podcast), CX Today, Hotel Online, UC Today, Daily Business, XR Today, CXM, Daily Legal News, Today Digital
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Articles

CallMiner Survey: AI Adoption is Outpacing Governance in European CX

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By James Stephen
| cxai.news
European organisations are under intense pressure to expand their use of AI in customer experience. According to new research from CallMiner, almost all organisations surveyed say they are being pushed to scale AI initiatives, driven by rising customer expectations and competitive pressures. Yet the research suggests many organisations are moving faster than their governance frameworks can support.
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From INBOUND to UNBOUND: HubSpot Declares the Funnel Era Over

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By James Stephen
| CXM
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 Boston from 16 – 18 September 2026. The change is more than cosmetic, however. For one of marketing’s most influential voices, dropping the “IN” is representative of the end of an era.
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Oracle Launches Fusion Agentic Applications for CX as Expectations Shift

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By James Stephen
| CXM
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 in New York on 9 April 2026, the applications represent what Oracle frames as a direct response to the growing gap between what customers now expect and what traditional systems can deliver.
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