Customer Interactions stories
Brands can now trigger live customer responses as Amperity ties AI assistants to identity-resolved data, abandoned baskets and website personalisation.
Most firms lack the live, governed data needed for autonomous AI, with 66% of executives saying real-time access is non-negotiable.
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.
Luware launches Nimbus Companion, an AI orchestration tool within Microsoft Teams that supports human agents during complex customer interactions.
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.
For multi-location service brands, the new tool links surveys, reviews and listings to help lift ratings, retain customers and cut costs.
Partners can now sell voice, messaging and AI-led service tools in 170 markets as the Sydney-founded firm expands overseas.
Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.
SALESmanago appoints Phil Draper as CEO to lead global expansion and enhance AI-driven customer engagement on its platform used by 3,600 firms worldwide.