Duncan Lennox
Customer experience voice
11 stories · newest first · 9 in 2026 · 1 in the last 90 days
CRM’s Great Escape: Salesforce, HubSpot, Zeotap, and Zendesk Redraw the Data Battle
This week’s CRM news covers Salesforce’s Dreamforce vision, HubSpot’s Smart CRM, Zeotap’s Open CDP, and Zendesk AI agents.
Rhys Fisher · 5 min read · 21 Sept 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 5 min read · 27 Jul 2026
Why Is My CRM Vendor Cold-Calling My Super Admins?
HubSpot sales reps are cold-calling customer super admins to pitch prospecting tools. Days after its data enrichment U-turn, is your admin list now sales data?
Rob Scott · 5 min read · 17 Jul 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 6 min read · 16 Jul 2026
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
HubSpot scrapped an opt-out data enrichment policy just 4 days after announcing it. Here's why customers revolted, and what comes next.
Rhys Fisher · 5 min read · 7 Jul 2026
HubSpot's Customer Agent Hits 70% Resolution Rate in 12 Months
HubSpot's Customer Agent now resolves 70% of support conversations autonomously, up from 20% a year ago. What it means for the contact center
Rhys Fisher · 3 min read · 12 May 2026
HubSpot Prepares to Hand the CRM Keys to AI Agents
HubSpot plans to let AI agents run its CRM, promising smarter CX while testing enterprise control, governance and security at machine speed.
Nicole Willing · 5 min read · 5 May 2026
Big CX News from Cisco, Salesforce, HubSpot & 8x8
Big CX News from the biggest CX and customer service brands in the world, including: Cisco, Salesforce, HubSpot & 8x8
Rhys Fisher · 4 min read · 17 Apr 2026
HubSpot Launches AEO Tool and AI Updates to Push Context-Aware CRM Strategy
HubSpot unveils AEO and AI agents to help teams optimise visibility, sales activity, and customer experience with context-aware data.
Francesca Roche · 6 min read · 14 Apr 2026
The Latest BIG News from HubSpot, Google, Salesforce, & Meta
From the launch of a new autonomous AI agent platform to another big acquisition in the CRM space, here are some extracts from our most popular news stories ...
Charlie Mitchell · 4 min read · 27 Sept 2024
Google Introduces a Customer Engagement Suite to Fuse CCaaS & Gemini
Google has launched a new contact center offering: the Customer Engagement Suite with Google AI. The announcement came during its Gemini at Work event, where...
Charlie Mitchell · 4 min read · 25 Sept 2024