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Oracle Cut Customer Support Services Staff on September 14 and Is Funding a $70B Capex Year by Treating Itself as Agentic AI's Test Subject
CX Today reports Oracle's September 14 layoffs hit Customer Support Services and North American Customer Success Manager teams, on top of the earlier 2026 round of 21,000 employees (13% of workforce) and a restructuring charge expanded to roughly $2.8 billion. The money is going into infrastructure: $48 billion net capex in FY2026 rising to about $70 billion projected for FY2027. For enterprise buyers the software price holds steady while human escalation paths and customer success coverage shrink, and Oracle is introducing outcome pricing tied to metrics like candidates screened and transaction upsells, which moves the measurement burden onto the customer.
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