Customer engagement stories

By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.

84% of Asia-Pacific shoppers will pay more for brands they trust with personal data, highlighting growing concern over digital privacy and customer experience.

Agentic AI, featuring localised language models, will transform Southeast Asian businesses by 2026, enhancing customer engagement and operational workflows.

Virsae and VOSS have partnered to enhance AI-driven workplace analytics, combining expertise to boost collaboration and customer experience across major platforms.

Brevo has raised EUR €500 million, reaching unicorn status to boost AI capabilities and expand its US presence, targeting EUR €1 billion revenue by 2030.

Symbos boosts customer experience services by acquiring CPM Australia, expanding its workforce to over 2,000 across several countries with enhanced digital capabilities.

Generative AI platforms have boosted digital discovery and sales, with app downloads up 319% and AI referrals generating 1.1 billion visits in June 2025.

DAS Fire appoints David Parry as Managing Director and Paul Darke as Executive Director to boost UK and Ireland growth in data centre fire safety.

Thryv has launched an AI marketing tool in Australia and New Zealand to help home service businesses automate sales and boost their online presence.

Experts reveal 2026 CX trends: seamless AI-human service, hyper-individualised experiences, and AI as an intimate advisor shaping marketing strategies.

Eagle Eye restructures APAC leadership with new key appointments to accelerate growth beyond USD $10 million in the Asia-Pacific region.

Publicis Sapient has earned AWS's Agentic AI Specialisation, showcasing its skill in deploying autonomous AI systems for enterprises across multiple sectors.

Nearly half of New Zealand’s small businesses lack a website, despite 74% of consumers valuing websites over social media for engaging with organisations.

Infobip forecasts that AI, ethical messaging, and new channels like RCS will transform UK customer experience by 2026, focusing on real-time personalisation and trust.

Frameshop has launched an online quiz to help users distinguish between genuine photos and AI-generated art amid rising deepfake concerns.

RingCentral has launched its AI Receptionist in Australia from AUD $62 monthly, automating call handling with generative AI for businesses of all sizes.

Luke Clifton of Macquarie Technology Group joins the Australian Telecommunications Alliance Board, reflecting a shift to leadership with sector expertise.

Immersive packaging tech lets CPG brands engage shoppers instantly, boosting trust and loyalty at the crucial moment they hold a product in hand.

Shifting 10% of New Zealand household spending to small retailers could boost their economy by NZD $11 billion, says Xero analysis ahead of Black Friday.

WayScape launches AI-driven platform uniting Australian real estate agents, managers and buyers, streamlining data, communication and transactions.