Customer engagement stories
Amperity has been named a leader in the IDC MarketScape 2025 for retail customer data platforms, praised for AI-driven tools and data unification.
NiCE celebrates EMEA and APAC firms for AI-driven customer experience excellence at its 2025 International CX Excellence Awards, spotlighting innovation and impact.
Manhattan Associates enhances its Active Omni platform with AI to speed up customer service and support Tap to Pay via iPhone in stores across retail settings.
Staysure has adopted NiCE's CXone Mpower AI platform to enhance its digital travel insurance customer experience across Europe with omnichannel support.
CommBox launches CommSite AI, a conversational platform transforming websites with real-time, personalised chat to enhance user engagement and sales.
Twilio has appointed Howard Fyffe as Director of Sales for ANZ, aiming to boost personalised digital engagement and business growth across Australia and New Zealand.
Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.
Salesforce launches Agentforce 3 to help enterprises scale AI adoption with enhanced control, interoperability, and real-time hybrid workforce insights.
Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.
Many marketers waste up to 20% of their budgets on outdated AI tools, struggling to keep pace with fast-moving social media trends and real-time data needs.
Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.
Granicus launches Engagement Cloud in Australia and New Zealand to help public sector boost trust through personalised, data-driven communication and services.
Targa Telematics has unified its global digital presence under one platform, enhancing brand identity after integrating Viasat across multiple countries.
Singapore's Moneythor launches AI Suite to help banks deliver personalised, proactive banking experiences and boost customer engagement globally.
AI is revolutionising car insurance by using connected vehicle data to enhance risk assessment, pricing, claims handling and fraud detection for tailored policies.
UK gaming and hospitality venues adopt contactless NFC sticker payments via ASK Global and Sticky Connections, enabling swift, hardware-free transactions.
Kia Connect now offers driver risk scores via its app across 27 European countries, helping users personalise insurance rates with insurers.
Over half of UK consumers feel brands lack personal touch, risking loyalty as marketers struggle to leverage real-time data for tailored experiences, says SAP Emarsys.
Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.
At HubSpot's GROW ANZ event, VP Scott Brinker urged marketers to harness AI and agility to stay ahead amidst a surge to 15,000 marketing tech solutions by 2025.