Case management stories

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

Data specialist Melissa debuts a podcast probing how flawed customer and identity data fuels risk, fraud and compliance headaches.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Fortinet debuts cloud SOC preview and unified FortiEndpoint as it leans on agentic AI to automate security ops and cut endpoint sprawl.

Fortinet unveils FortiSOC cloud SOC and wider FortiAI automation to unify security ops, tackle AI-driven threats and cut tool sprawl.

Fraud teams can unlock leadership pathways for women by breaking silos, sharing context and pairing mentorship with real decision power.

HPE revamps Complete Care Service into a unified, AI-powered support model to simplify hybrid IT, bridge silos and scale enterprise AI.

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Most financial firms see AI driving new compliance risks within a year, yet nearly a third still lack a trade surveillance strategy.

LHD Lawyers buys long-established Taylor & Scott in Sydney, boosting its NSW footprint and signalling further plaintiff-side consolidation.

APAC banks face data gaps, false alerts and opaque ownership as they race to modernise sanctions screening amid fragmented rules.

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

Nintex refreshes its K2 on-prem platform with new custom UI controls, accessibility upgrades and deeper diagnostics for secure workflows.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Genetec adds AI-powered natural language search and movement tracking to Security Centre SaaS to cut multi-site video reviews from hours to minutes.

Genetec adds AI-driven search and case tools to Security Centre SaaS, promising to cut multi-site video investigations from hours to minutes.

UiPath buys AI compliance specialist WorkFusion to automate banks' financial crime checks as monitoring workloads and governance demands surge.

Expereo adds shared Digital Case Management to expereoOne, giving enterprises a single, transparent case timeline across global networks.

Smartphones now underpin criminal investigations worldwide, with 97% of cases drawing on mobile data as agencies race to keep pace.

ThetaRay launches Ray AI suite to automate AML investigations, promising audit-ready case files and up to 70% less manual work.