Digital Channels stories

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

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

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.

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

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.

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

Sitecore has launched Sitecore Stream, an AI platform aimed at simplifying marketing workflows and empowering enterprise marketers with automation.

Zendesk has unveiled a range of AI-powered tools to enhance customer service, including a voice solution in partnership with Poly.ai for improved interactions.

New research by CommBox reveals UK Gen Z shoppers prefer digital channels like WhatsApp for customer service, while older generations stick to phone calls.

Modern enterprises must master observability to meet soaring digital demands in the APAC region, blending legacy systems with agile, predictive solutions.

Hype and Dexter's tech integration with UNICEF Aotearoa boosts donations despite economic hardships, facilitating crucial aid for Pacific children.

DoubleVerify's guide offers APAC marketers enhanced tools for digital advertising ROI by focusing on media quality metrics, addressing gaps found in a recent WARC report.

Verint leverages its open AI platform to revolutionise customer experience, integrating real-time data and ensuring security while leading market innovation.

Sydney gears up for Integrate 2024 from 21-23 August, a landmark event for AV pros to explore top innovations, network, and gain industry insights.

The global campaign management software market is set to soar to USD$4.8 billion by 2024 and may reach USD$10.2 billion by 2034, driven by AI and cloud innovations.

eflow Global's TZEC upgrade leverages AI to enhance eComms surveillance, aiming to curb market abuse and meet strict regulatory demands amid rising fines.

FedEx unveils handbooks to guide SMEs in China and Japan's e-commerce markets, offering insights on geotargeting, consumer habits, and key shopping dates.

Backbase appoints Chris Shayan as Head of AI to drive innovation in its Engagement Banking Platform, marking a significant step in rearchitecting banking around the customer.

As Ofcom hints at reduced letter deliveries, businesses must brace for possible mail disruptions and refine their mailing strategies for resilience.

NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.