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Customer Interactions stories

Smart Communications names Heidi Johnson AI leader
Digital Transformation

Smart Communications names Heidi Johnson AI leader

Smart Communications names Heidi Johnson chief product and technology officer as it sharpens AI governance for heavily regulated clients.

By Kaleah Salmon • 2 min read • Fri, 30th Jan 2026
Gartner: half of firms adopt zero-trust data by 2028
Data Analytics

Gartner: half of firms adopt zero-trust data by 2028

Gartner predicts half of organisations will adopt zero-trust data governance by 2028 as synthetic AI content undermines traditional data trust.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 22nd Jan 2026
AI value proving elusive for many Australian firms
Data Analytics

AI value proving elusive for many Australian firms

Four in five Australian organisations say they struggle to prove AI delivers business value, blaming poor data access and weak integration.

By Joseph Gabriel Lagonsin • 4 min read • Tue, 20th Jan 2026
Luware unveils AI-powered Nimbus Companion for Teams support
Unified Communications

Luware unveils AI-powered Nimbus Companion for Teams support

Luware launches Nimbus Companion, an AI orchestration tool within Microsoft Teams that supports human agents during complex customer interactions.

By Catherine Knowles • 2 min read • Fri, 21st Nov 2025
Sinch predicts fivefold growth in AI-driven digital messaging by 2026
Customer Experience

Sinch predicts fivefold growth in AI-driven digital messaging by 2026

Sinch predicts AI-driven digital messaging will grow fivefold by 2026, reshaping customer engagement with smarter, faster, and more secure communications.

By Shannon Williams • 3 min read • Fri, 14th Nov 2025
Talkdesk boosts Copilot with agentic AI for smarter support
Customer Experience

Talkdesk boosts Copilot with agentic AI for smarter support

Talkdesk enhances its Copilot with agentic AI, enabling customer service agents to handle complex queries through smarter, real-time support and automation.

By Catherine Knowles • 3 min read • Thu, 23rd Oct 2025
Australian shoppers cautious on AI, trust key for Black Friday
Customer Experience

Australian shoppers cautious on AI, trust key for Black Friday

Australian shoppers remain wary of AI-driven retail ahead of Black Friday 2025, prioritising trust and data privacy over automated experiences.

By Sean Mitchell • 3 min read • Wed, 22nd Oct 2025
Executives see AI gaps & cultural barriers in customer experience
Customer Relationship Management

Executives see AI gaps & cultural barriers in customer experience

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

By Shannon Williams • 4 min read • Sun, 5th Oct 2025
Customer Science launches AI tool to boost contact centre accuracy
Unified Communications

Customer Science launches AI tool to boost contact centre accuracy

Customer Science unveils Knowledge Quest, an AI tool enhancing Australian contact centres with real-time, accurate information to boost efficiency and satisfaction.

By Melvin Hipolito • 3 min read • Mon, 22nd Sep 2025
SmartPATH launch brings AI-driven omnichannel communications to ANZ
Digital Transformation

SmartPATH launch brings AI-driven omnichannel communications to ANZ

Smart Communications launches SmartPATH in ANZ, an AI-driven platform streamlining omnichannel communications for regulated industries like insurance and healthcare.

By Melvin Hipolito • 4 min read • Thu, 18th Sep 2025
Retailers in Australia & New Zealand embrace AI but lack trust
Customer Experience

Retailers in Australia & New Zealand embrace AI but lack trust

While 82% of Australian and New Zealand retailers have adopted AI, only 9% trust it to manage customer interactions without human oversight, study finds.

By Melvin Hipolito • 4 min read • Tue, 9th Sep 2025
NiCE completes Cognigy deal to boost global AI customer experience
Unified Communications

NiCE completes Cognigy deal to boost global AI customer experience

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

By Melvin Hipolito • 3 min read • Tue, 9th Sep 2025
Zoho ANZ sees 20% customer growth, unveils new offerings & AI
Data Analytics

Zoho ANZ sees 20% customer growth, unveils new offerings & AI

Zoho's ANZ customer base grows 20% with new AI-powered solutions including Zoho Solo and Zoho for Nonprofits, boosting regional impact and innovation.

By Melvin Hipolito • 4 min read • Wed, 27th Aug 2025
Zoom expands AI agent to phone, launches hub & boosts AI tools
Artificial Intelligence

Zoom expands AI agent to phone, launches hub & boosts AI tools

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

By Sean Mitchell • 4 min read • Tue, 19th Aug 2025
8x8 reports surge in AI-powered CX adoption & unveils new tools
Unified Communications

8x8 reports surge in AI-powered CX adoption & unveils new tools

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

By Shannon Williams • 4 min read • Thu, 7th Aug 2025
Genesys unveils AI Studio to power safe, scalable virtual agents
Unified Communications

Genesys unveils AI Studio to power safe, scalable virtual agents

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

By Kaleah Salmon • 4 min read • Fri, 27th Jun 2025

Stories from Other Regions

Customer Interactions stories

UK retailers boost AI leadership for resilience amid tough market
Customer Experience

UK retailers boost AI leadership for resilience amid tough market

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.

By Kaleah Salmon • 4 min read • Thu, 21st Aug 2025
Exclusive: Chris Donato on Zendesk's AI shift in CX strategy
Software-as-a-Service

Exclusive: Chris Donato on Zendesk's AI shift in CX strategy

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

By Melania Watson • 4 min read • Thu, 26th Jun 2025