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Crescendo appoints Will Newman as Vice President, EMEA
Customer Experience

Crescendo appoints Will Newman as Vice President, EMEA

The hire signals a fresh push to win corporate spending on AI customer service tools as Crescendo scales across Europe, the Middle East and Africa.

By Sofiah Nichole Salivio • 3 min read • Last week
Amperity launches AI tools for real-time customer action
Customer Experience

Amperity launches AI tools for real-time customer action

Brands can now trigger live customer responses as Amperity ties AI assistants to identity-resolved data, abandoned baskets and website personalisation.

By Sean Mitchell • 4 min read • This month
Denodo study flags trust gap in agentic AI adoption
Virtualisation

Denodo study flags trust gap in agentic AI adoption

Most firms lack the live, governed data needed for autonomous AI, with 66% of executives saying real-time access is non-negotiable.

By Sofiah Nichole Salivio • 3 min read • Last month
Access Hospitality names Aravinda Gollapudi as CTO
Software-as-a-Service

Access Hospitality names Aravinda Gollapudi as CTO

Access Hospitality appoints former Sage tech leader Aravinda Gollapudi as CTO to steer global platform expansion and agentic AI strategy.

By Sean Mitchell • 4 min read • Mon, 23rd Mar 2026
8x8 launches Engage globally to extend customer CX
Unified Communications

8x8 launches Engage globally to extend customer CX

8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.

By Shannon Williams • 4 min read • Fri, 13th Mar 2026
Quiq hires Jen Grant as CMO to drive scaled AI agents
Unified Communications

Quiq hires Jen Grant as CMO to drive scaled AI agents

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 11th Mar 2026
MYOB boosts contact centre insight with new analytics
Unified Communications

MYOB boosts contact centre insight with new analytics

MYOB links its CX platform with Customer Science analytics, automating reporting and lifting contact centre satisfaction and resolution rates.

By Sean Mitchell • 4 min read • Wed, 18th Feb 2026
Fico outlines four AI trends reshaping banking by 2026
Data Analytics

Fico outlines four AI trends reshaping banking by 2026

Fico says by 2026 banking AI will be standard infrastructure, heightening fraud risks and putting CIOs and human cyber oversight centre stage.

By Sofiah Nichole Salivio • 5 min read • Fri, 6th Feb 2026
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

Stories from Other Regions

Customer Interactions stories

NeonNow launches AI customer platform across 170 markets
Software-as-a-Service

NeonNow launches AI customer platform across 170 markets

Partners can now sell voice, messaging and AI-led service tools in 170 markets as the Sydney-founded firm expands overseas.

By Kaleah Salmon • 3 min read • Last month
Keyloop launches Kara AI to transform dealer support
Unified Communications

Keyloop launches Kara AI to transform dealer support

Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.

By Kaleah Salmon • 3 min read • Thu, 19th Feb 2026
SALESmanago appoints Phil Draper as CEO to drive global AI growth
Software-as-a-Service

SALESmanago appoints Phil Draper as CEO to drive global AI growth

SALESmanago appoints Phil Draper as CEO to lead global expansion and enhance AI-driven customer engagement on its platform used by 3,600 firms worldwide.

By Melvin Hipolito • 3 min read • Fri, 14th Nov 2025