Customer Interactions stories

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.

AI-driven lead qualification is transforming sales, enabling brands like Driva to boost conversion rates by 5% and streamline customer interactions.

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.

Sinch has been awarded the Adobe Digital Experience Unified Customer Experience Technology Partner of the Year for 2025, its third consecutive win in this category.

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.

Gartner's research reveals that almost a third of organisations struggle with customer journey mapping, prompting Pega to unveil its GenAI-powered blueprint.

Effective accounts management not only collects debts but solidifies your brand's reputation, turning payment struggles into loyalty-building experiences.

SALESmanago has launched its Recommendation Architect tool, enabling marketers to personalise product suggestions, enhancing engagement and boosting revenue growth.

Respond.io and TikTok have launched an AI-driven tool aimed at enhancing customer interactions for SMEs, targeting the USD $4.1 trillion financing gap.

NICE's CXone MPower platform saw an 80% rise in automated customer interactions over Black Friday and Cyber Monday, reflecting a growing reliance on automation.

Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.

Twilio has launched a public beta of Linked Audiences, enhancing personalised marketing capabilities for Amazon Redshift users, boosting engagement strategies.

Luzmo has unveiled Luzmo IQ, a new platform designed to embed AI-driven analytics into applications, enhancing user data interaction and decision-making.

A new Zendesk report highlights the crucial role of personalised AI in enhancing customer loyalty for UK firms amid evolving consumer expectations.

OpenText has launched Cloud Editions 24.4, introducing AI-driven tools to enhance enterprise workflows and multi-cloud connectivity at OpenText World 2024.