Customer engagement stories
AI boosts personalisation but consumer trust remains elusive
Today
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cx
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personalisation
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data privacy
AI personalisation boosts customer spend by 75%, yet only 15% of consumers fully trust brands with their personal data, says Twilio report.
ANZ consumers want first-contact solutions but satisfaction lags
Today
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cx
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personalisation
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ai
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
3 essential steps to scaling conversational AI for customer engagement
Today
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crm
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llms
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ai
Conversational AI market valued at USD $5.8 billion in 2023 is set to reach USD $31.9 billion by 2028, revolutionising customer engagement across sectors.
Winsted appoints Quint Andrae to drive public safety focus
Today
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emergency services
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customer engagement
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ergonomics
Winsted appoints industry veteran Quint Andrae as Senior Vertical Market Manager to enhance its focus on public safety solutions and control room design.
Paragon acquires Service Graphics to expand marketing services
Yesterday
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saas
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cx
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insurance
Paragon has acquired UK-based Service Graphics, enhancing its marketing services with brand activations, large format displays, and on-demand print expertise.
HCL Unica+ unveiled as AI-first platform for trust-based marketing
Yesterday
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cx
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martech
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cdp
HCLSoftware launches HCL Unica+, an AI-first MarTech platform designed to build trust and loyalty amid rising digital marketing challenges.
Sage expands Embedded Services to North America & Europe
Last week
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digital transformation
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fintech
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cx
Sage has extended its Embedded Services to North America and Europe, enabling partners to integrate accounting tools directly into their platforms for SMEs.
Aryza acquires Webio to boost AI in financial software suite
Last week
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saas
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fintech
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cx
Aryza has acquired conversational AI firm Webio to enhance its financial software with AI-driven features, aiming to lead in AI-powered credit and debt solutions.
Aryza acquires Webio to boost AI SaaS financial services
Last week
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saas
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fintech
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cx
Aryza has acquired conversational AI firm Webio to enhance its AI-driven SaaS financial services, targeting improved customer engagement and collections.
Qualtrics helps Asia Pacific firms boost customer experience
Last week
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digital transformation
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cx
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martech
Qualtrics is aiding Asia Pacific firms like CBA and MSB to enhance customer loyalty and engagement through advanced feedback and AI-driven insights.
Australian shoppers demand digital deals, personalisation & AI
Last week
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cx
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martech
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personalisation
New research shows 83% of Australian shoppers start purchases online, demanding personalised digital deals and AI tools amid cautious spending in 2025.
Customer Science upgrades CX Integrator with AI & automation
Last month
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data analytics
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cx
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martech
Customer Science upgrades its CX Integrator with AI and automation, offering Aussie businesses a cost-effective, tailored approach to improving customer experience.
Salesforce launches Agentforce AI agents for financial services
Last month
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digital transformation
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fintech
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cx
Salesforce launches Agentforce for Financial Services, offering AI agents to automate tasks and boost personalised client engagement in banks and insurers.
The new customer data imperative: Real-life challenges and recommendations
Last month
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cx
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martech
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personalisation
Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.
AI adoption soars as data & personalisation top priorities
Last month
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digital transformation
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cx
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martech
Brands in Australia and New Zealand are rapidly adopting AI, with 29% deploying generative AI in 2025, yet data management and personalisation challenges persist.
AI reshapes strategies at Asia Pacific loyalty and retail conference
Last month
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data analytics
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cx
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martech
The Asia Pacific Loyalty Conference highlights AI's growing role in customer retention, as 46% of consumers expect brands to know their preferences.
How South Africa is unlocking better customer experience for UK businesses
Last month
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digital transformation
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cx
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martech
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Building trust with conversational AI: How to avoid common pitfalls
Last month
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digital transformation
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cx
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martech
Businesses must build trust in conversational AI by setting clear goals, ensuring transparency, reducing bias, and continuously improving customer interactions.
Twilio teams with Microsoft to drive enterprise conversational AI
Last month
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saas
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digital transformation
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cx
Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.
Asia-Pacific organisations honoured for digital transformation
Last month
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digital transformation
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cx
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martech
Smart Communications has honoured leading Asia-Pacific firms, including ING and Westpac, with 2025 SCALE Awards for digital transformation and customer engagement.