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Accenture buys Sagacity to boost customer intelligence
Data Analytics

Accenture buys Sagacity to boost customer intelligence

The deal adds more than 140 specialists as consulting groups race to turn customer data and AI into growth, retention and service gains.

By Mara Sugue • 3 min read • Yesterday
AI now helps Australians choose brands, study finds
Customer Experience

AI now helps Australians choose brands, study finds

Nearly two in five Australians now use generative AI to help pick brands, and most still want to make the final purchase decision themselves.

By Sofiah Nichole Salivio • 4 min read • Last week
Riskified launches AI agent identity checks for merchants
Artificial Intelligence

Riskified launches AI agent identity checks for merchants

Merchants could face fresh refund fraud and account-takeover risks as consumer AI assistants start handling shopping and support requests.

By Joseph Gabriel Lagonsin • 5 min read • Last week
8x8 names Boris Grinshpun as company's Product Chief
Unified Communications

8x8 names Boris Grinshpun as company's Product Chief

The move comes as 8x8 pushes harder into AI-powered customer experience tools across its communications software portfolio.

By Sofiah Nichole Salivio • 3 min read • Last week
React says AI still needs human leadership training
Data Analytics

React says AI still needs human leadership training

As AI reshapes workplaces, employers risk neglecting the human skills needed to handle conflict, feedback and change, React says.

By Mara Sugue • 4 min read • Last week
NiCE named Gartner CCaaS leader as AI revenue jumps
Digital Transformation

NiCE named Gartner CCaaS leader as AI revenue jumps

AI annual recurring revenue climbed to USD $362 million in the second quarter, as NiCE won a top Gartner ranking in cloud contact centre software.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Aramex names Tim Martin regional chief for Europe, Americas
Supply Chain

Aramex names Tim Martin regional chief for Europe, Americas

The appointment formalises his oversight of Aramex's second-largest revenue region, covering the UK, Europe and the Americas as trade flows shift.

By Mara Sugue • 3 min read • Last week
Zoom launches AI tools to link chats, meetings & work
Digital Transformation

Zoom launches AI tools to link chats, meetings & work

The new tools are meant to cut time lost piecing together decisions across apps, while Zoom also expects to top USD $5 billion in annual revenue this year.

By Mara Sugue • 4 min read • Last week

Stories from Other Regions

Customer service stories

Sherwen warns AI readiness needs customer adoption
Digital Transformation

Sherwen warns AI readiness needs customer adoption

Consumer trust could decide whether AI projects pay off, as Sherwen Studios says technical readiness alone does not guarantee adoption.

By Sofiah Nichole Salivio • 4 min read • Today
UK consumers more frustrated by AI customer service
Customer Experience

UK consumers more frustrated by AI customer service

Six in 10 UK respondents said AI customer service was frustrating, with handovers to human staff proving a particular weak point.

By Regine Laguilles • 4 min read • Yesterday
Centrical launches AI workforce orchestration system
Customer Relationship Management

Centrical launches AI workforce orchestration system

It is aimed at large employers seeking clearer returns from AI by linking strategy, training and frontline actions across people and agents.

By Mara Sugue • 4 min read • Yesterday
Kademy urges Malaysian firms to pair AI with skills
Digital Transformation

Kademy urges Malaysian firms to pair AI with skills

Malaysian firms risk wasted AI spend unless they train staff to use the tools on the job, Kademy Corporate founder Datuk Kimi Lau Pei Ling said.

By Sofiah Nichole Salivio • 5 min read • Last week
Enterprises report AI maturity but struggle to show ROI
Data Analytics

Enterprises report AI maturity but struggle to show ROI

Only 28% of firms in Komprise's survey have measured AI returns, despite 68% saying their organisations are already maturing or mature in AI.

By Mara Sugue • 3 min read • Last week
Emotional intelligence key to loyalty as AI spreads
Digital Transformation

Emotional intelligence key to loyalty as AI spreads

Retailers risk losing loyalty unless they pair faster AI-driven service with empathy, as customers judge brands more on how they feel than speed.

By Sofiah Nichole Salivio • 4 min read • Last week
InTouch Credit Union boosts authentication with IDgo
Artificial Intelligence

InTouch Credit Union boosts authentication with IDgo

The switch has cut call verification by up to 90 seconds and freed about 250 staff hours a month across 10,000 member calls.

By Sofiah Nichole Salivio • 4 min read • Last week
Tai Tokerau councils tell $1.4b Northland Waters: Put affordability first
Northland

Tai Tokerau councils tell $1.4b Northland Waters: Put affordability first

Households could face higher bills as Northland's councils push the new water provider to prioritise affordability over investment pressures.

By Susan Botting • 4 min read • Last week
monday.com launches Harmony voice AI for Australian sales
Customer Relationship Management

monday.com launches Harmony voice AI for Australian sales

Australian sales teams face closer scrutiny over automated calls as monday.com rolls out a voice AI platform built for lead qualification and handovers.

By Mara Sugue • 4 min read • Last week
Marqeta takes over Square Credit Card on AmEx network
Fintech

Marqeta takes over Square Credit Card on AmEx network

The consolidation should let Block add new seller credit features faster, while moving existing cardholders without disrupting their service.

By Karen Joy Bacudo • 4 min read • Last week