Customer engagement Stories - Page 35

By Shannon Williams • 3 min read • Wed, 4th Jun 2025

AI boosts personalisation but consumer trust remains elusive

AI personalisation boosts customer spend by 75%, yet only 15% of consumers fully trust brands with their personal data, says Twilio report.

Customer Relationship Management

3 essential steps to scaling conversational AI for customer engagement

Conversational AI market valued at USD $5.8 billion in 2023 is set to reach USD $31.9 billion by 2028, revolutionising customer engagement across sectors.

By Andy O’Dower • 5 min read • Wed, 4th Jun 2025

By Melania Watson • 4 min read • Tue, 3rd Jun 2025

HCL Unica+ unveiled as AI-first platform for trust-based marketing

HCLSoftware launches HCL Unica+, an AI-first MarTech platform designed to build trust and loyalty amid rising digital marketing challenges.

By Catherine Knowles • 2 min read • Fri, 30th May 2025

Sage expands Embedded Services to North America & Europe

Sage has extended its Embedded Services to North America and Europe, enabling partners to integrate accounting tools directly into their platforms for SMEs.

By Kaleah Salmon • 3 min read • Fri, 30th May 2025

Aryza acquires Webio to boost AI in financial software suite

Aryza has acquired conversational AI firm Webio to enhance its financial software with AI-driven features, aiming to lead in AI-powered credit and debt solutions.

By Shannon Williams • 5 min read • Thu, 22nd May 2025

Salesforce launches Agentforce AI agents for financial services

Salesforce launches Agentforce for Financial Services, offering AI agents to automate tasks and boost personalised client engagement in banks and insurers.

By Billy Loizou • 8 min read • Thu, 22nd May 2025

The new customer data imperative: Real-life challenges and recommendations

Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.

By Sean Mitchell • 3 min read • Thu, 22nd May 2025

AI adoption soars as data & personalisation top priorities

Brands in Australia and New Zealand are rapidly adopting AI, with 29% deploying generative AI in 2025, yet data management and personalisation challenges persist.

Data Analytics

AI reshapes strategies at Asia Pacific loyalty and retail conference

The Asia Pacific Loyalty Conference highlights AI's growing role in customer retention, as 46% of consumers expect brands to know their preferences.

By Sean Mitchell • 3 min read • Thu, 22nd May 2025

By Kathryn Murphy • 5 min read • Thu, 15th May 2025

Building trust with conversational AI: How to avoid common pitfalls

Businesses must build trust in conversational AI by setting clear goals, ensuring transparency, reducing bias, and continuously improving customer interactions.

By Sean Mitchell • 5 min read • Thu, 15th May 2025

Twilio teams with Microsoft to drive enterprise conversational AI

Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.

Stories from Other Regions

Customer engagement stories

By Jed Nykolle Harme • 3 min read • Wed, 4th Jun 2025

AI personalisation in FMCG must be invisible to earn trust

New research shows UK consumers prefer AI personalisation in FMCG to be subtle, with only 8% wanting more obvious AI interactions with brands.

By Jed Nykolle Harme • 2 min read • Wed, 4th Jun 2025

Winsted appoints Quint Andrae to drive public safety focus

Winsted appoints industry veteran Quint Andrae as Senior Vertical Market Manager to enhance its focus on public safety solutions and control room design.

By Kaleah Salmon • 3 min read • Tue, 3rd Jun 2025

Paragon acquires Service Graphics to expand marketing services

Paragon has acquired UK-based Service Graphics, enhancing its marketing services with brand activations, large format displays, and on-demand print expertise.

By Kaleah Salmon • 3 min read • Thu, 29th May 2025

Aryza acquires Webio to boost AI SaaS financial services

Aryza has acquired conversational AI firm Webio to enhance its AI-driven SaaS financial services, targeting improved customer engagement and collections.

By Melania Watson • 3 min read • Wed, 28th May 2025

Qualtrics helps Asia Pacific firms boost customer experience

Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.

By Melvin Hipolito • 4 min read • Tue, 27th May 2025

Australian shoppers demand digital deals, personalisation & AI

New research shows 83% of Australian shoppers start purchases online, demanding personalised digital deals and AI tools amid cautious spending in 2025.

Data Analytics

Customer Science upgrades CX Integrator with AI & automation

Customer Science upgrades its CX Integrator with AI and automation, offering Aussie businesses a cost-effective, tailored approach to improving customer experience.

By Melania Watson • 3 min read • Mon, 26th May 2025