Customer Interactions stories

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

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.

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

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

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.

A global survey reveals enterprises plan to boost investment in trust, safety and security for customer experience amid rising compliance and fraud challenges.

OneShot.ai has launched Execution OS, a platform combining AI with human expertise to improve sales and marketing go-to-market strategies.

Genesys has reported that its Genesys Cloud AI drove over 10% of new business in fiscal year 2025, with annual recurring revenue reaching USD $1.9 billion.

Talkdesk has launched its Knowledge Creator feature, leveraging generative AI to transform customer service knowledge bases and improve agent support.

A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.

Talkdesk has launched a new AI solution aimed at transforming customer self-service with voice-powered agents, promising human-like interactions and 24/7 support.

Adobe has announced a significant partnership with Amazon Web Services, aiming to enhance marketing and creative capabilities for businesses through advanced cloud integrations.

Qualtrics has launched its innovative Experience Agents, set to revolutionise customer and employee interactions with immediate, personalised responses.