Mike Sicilia
Customer experience voice
6 stories · newest first · 4 in 2026 · 3 in the last 90 days
Why Should You Redesign Work Before Restructuring Teams?
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
Francesca Roche · 3 min read · 5 Oct 2026
The Three Pillars of Customer Intelligence: Context, Governance and Action
Explore this week’s customer analytics trends, from AI-driven action and unified signals to governance, context and omnichannel intelligence.
Francesca Roche · 9 min read · 18 Sept 2026
Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers
Oracle’s Q4 earnings show huge AI growth, but layoffs across support and success raise new risks for enterprise CX leaders.
Rob Wilkinson · 6 min read · 16 Sept 2026
Oracle Cuts 30,000 Jobs to Fund Its AI Gamble
Oracle has cut up to 30,000 jobs to fund its AI infrastructure push. We break down what the largest layoff in Oracle's history means for CX.
Rhys Fisher · 4 min read · 1 Apr 2026
Oracle Reports Faster AI Agent Rollouts in “Weeks, Not Years” but Investor Doubts Linger
Oracle reports AI agents are transforming customer service tech with self-service models and quicker rollouts but investors remain cautious.
Nicole Willing · 7 min read · 11 Dec 2025
Oracle Appoints Two New co-CEOs: So What?
Oracle has announced an immediate CEO change to accelerate the company’s progression into a "hyperscale cloud powerhouse". Clay Magouyrk and Mike Sicilia wil...
Francesca Roche · 3 min read · 23 Sept 2025