Customer Interactions stories

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.

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.

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.

A new study shows 61% of UK retailers now have AI leadership, using technology to boost resilience amid a decade of falling sales and tough competition.

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

8x8 reports a 150% rise in AI-powered customer interactions and unveils new tools enhancing CX with AI-driven insights and secure payment options.

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.