Customer Interactions stories

Denodo survey finds real-time data, security and context are the main barriers as firms struggle to trust agentic AI at scale.

NeonNow rebrand puts Sydney founder's customer platform in 170 markets as AI demand lifts channel partner hopes.

Access Hospitality appoints former Sage tech leader Aravinda Gollapudi as CTO to steer global platform expansion and agentic AI strategy.

8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

Fico says by 2026 banking AI will be standard infrastructure, heightening fraud risks and putting CIOs and human cyber oversight centre stage.

Smart Communications names Heidi Johnson chief product and technology officer as it sharpens AI governance for heavily regulated clients.

Gartner predicts half of organisations will adopt zero-trust data governance by 2028 as synthetic AI content undermines traditional data trust.

Four in five Australian organisations say they struggle to prove AI delivers business value, blaming poor data access and weak integration.

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

Australian shoppers remain wary of AI-driven retail ahead of Black Friday 2025, prioritising trust and data privacy over automated experiences.

Most executives see their customer experience strategies as failing and say cultural and organisational barriers hinder AI use in transforming customer relationships.

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

Smart Communications launches SmartPATH in ANZ, an AI-driven platform streamlining omnichannel communications for regulated industries like insurance and healthcare.

While 82% of Australian and New Zealand retailers have adopted AI, only 9% trust it to manage customer interactions without human oversight, study finds.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.

Zoho's ANZ customer base grows 20% with new AI-powered solutions including Zoho Solo and Zoho for Nonprofits, boosting regional impact and innovation.

Zoom has integrated its AI Virtual Agent with Zoom Phone, launched Zoom Hub, and enhanced AI tools to streamline meetings and workplace collaboration worldwide.