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Digital Channels stories

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
Cloudinary unveils MCP Server for easier AI-powered image tasks
Generative AI

Cloudinary unveils MCP Server for easier AI-powered image tasks

Cloudinary launches MCP Server, enabling users to manage images and videos via natural language without coding, available to all including free plan users.

By Catherine Knowles • 3 min read • Wed, 18th Jun 2025
AI set to transform customer experience & loyalty in 2025
Digital Transformation

AI set to transform customer experience & loyalty in 2025

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

By Melania Watson • 3 min read • Tue, 17th Jun 2025
EY launches Studio+ to boost growth with AI & digital focus
Digital Transformation

EY launches Studio+ to boost growth with AI & digital focus

EY has launched Studio+, a global service combining 37 agencies and AI tech to help businesses boost growth through digital transformation and customer focus.

By Sean Mitchell • 3 min read • Mon, 9th Jun 2025
Survey finds trust, safety & security key for CX in 2025
Digital Transformation

Survey finds trust, safety & security key for CX in 2025

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

By Shannon Williams • 4 min read • Mon, 5th May 2025
Empowered contact centre agents crucial for driving CX success
Unified Communications

Empowered contact centre agents crucial for driving CX success

As customer expectations rise, NICE's Rod Lester emphasises the critical role of agent empowerment in contact centres, driven by AI tools for enhanced service.

By Melania Watson • 4 min read • Wed, 9th Apr 2025
Adobe & Estée Lauder partner on GenAI projects
Marketing Technologies

Adobe & Estée Lauder partner on GenAI projects

Adobe has teamed up with Estée Lauder to integrate its generative AI technology Firefly into the beauty giant's digital marketing efforts, boosting efficiency.

By Sean Mitchell • 3 min read • Fri, 14th Mar 2025
Australia & NZ invest in AI to enhance lending decisions
Unified Communications

Australia & NZ invest in AI to enhance lending decisions

Experian's study reveals Australian and New Zealand financial leaders are increasingly investing in AI and automation to enhance lending efficiency.

By Kaleah Salmon • 4 min read • Tue, 26th Nov 2024

Stories from Other Regions

Digital Channels stories

AI & new search platforms shift priorities for Australian marketers
Artificial Intelligence

AI & new search platforms shift priorities for Australian marketers

AI and new search platforms are prompting Australian marketers to shift focus from keywords to brand visibility across diverse digital and social channels.

By Shannon Williams • 3 min read • Fri, 15th Aug 2025
Smart Communications acquires Pendula to boost AI in customer chat
Data Analytics

Smart Communications acquires Pendula to boost AI in customer chat

Smart Communications acquires Pendula to enhance AI-driven orchestration, boosting customer engagement across SMS, email, WhatsApp, and RCS in regulated sectors.

By Melvin Hipolito • 4 min read • Tue, 12th Aug 2025
UK public sector hotlines surpass banks for caller frustration
Unified Communications

UK public sector hotlines surpass banks for caller frustration

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

By Catherine Knowles • 4 min read • Fri, 25th Jul 2025
SALESmanago launches AI tools for faster multichannel campaigns
Customer Experience

SALESmanago launches AI tools for faster multichannel campaigns

SALESmanago launches AI-powered tools to speed up multichannel marketing, enabling faster campaign creation without developer help across email, SMS, and more.

By Kaleah Salmon • 3 min read • Thu, 17th Jul 2025
Keller Williams Singapore enters market with SGD $10m platform
YouTube

Keller Williams Singapore enters market with SGD $10m platform

Keller Williams Singapore launches with a SGD $10m platform, offering realtors up to 94% commission and AI-driven tools to boost independence and growth.

By Kaleah Salmon • 3 min read • Wed, 9th Jul 2025
OneFamily partners with ANS to drive Microsoft cloud overhaul
Digital Transformation

OneFamily partners with ANS to drive Microsoft cloud overhaul

OneFamily is partnering with ANS to modernise its IT by migrating to Microsoft Azure, aiming to cut costs and support 1.5 million UK customers with scalable cloud tech.

By Shannon Williams • 3 min read • Fri, 4th Jul 2025
Is your NaaS future-proof? Creating Infrastructure foundations for a scalable future
Firewalls

Is your NaaS future-proof? Creating Infrastructure foundations for a scalable future

GenAI, automation and Machine Learning (ML) are driving generational change - reshaping the future of business and society as we know it.

By Ankur Jain • 5 min read • Fri, 20th Jun 2025
KAF Digital Bank onboards with Temenos SaaS in Malaysia
Software-as-a-Service

KAF Digital Bank onboards with Temenos SaaS in Malaysia

KAF Digital Bank has begun onboarding customers on Temenos SaaS, launching Shariah-compliant digital banking powered by Microsoft Azure in Malaysia.

By Kaleah Salmon • 4 min read • Fri, 6th Jun 2025
Australian enterprises increase investment in digital trust
Customer Experience

Australian enterprises increase investment in digital trust

Australian businesses lead globally in boosting investment in digital trust, focusing on fraud detection and identity verification to protect customers.

By Sean Mitchell • 4 min read • Thu, 1st May 2025
New Zealanders spent 24 million hours on hold in 2024
Unified Communications

New Zealanders spent 24 million hours on hold in 2024

A report reveals New Zealanders spent 24 million hours on hold for customer service in 2024, with two-thirds considering switching providers due to delays.

By Shannon Williams • 4 min read • Thu, 6th Mar 2025