Customer engagement stories

Kia Connect now offers driver risk scores via its app across 27 European countries, helping users personalise insurance rates with insurers.

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Over half of UK consumers feel brands lack personal touch, risking loyalty as marketers struggle to leverage real-time data for tailored experiences, says SAP Emarsys.

Salesforce launches Agentforce 3 to help enterprises scale AI adoption with enhanced control, interoperability, and real-time hybrid workforce insights.

Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.

Many marketers waste up to 20% of their budgets on outdated AI tools, struggling to keep pace with fast-moving social media trends and real-time data needs.

Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.

At HubSpot's GROW ANZ event, VP Scott Brinker urged marketers to harness AI and agility to stay ahead amidst a surge to 15,000 marketing tech solutions by 2025.

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

Granicus launches Engagement Cloud in Australia and New Zealand to help public sector boost trust through personalised, data-driven communication and services.

Alteryx has appointed Michelle Huff as Chief Marketing Officer to lead global marketing and boost its AI-driven data analytics platform's reach worldwide.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

RCS messaging in the UK has surged 65% in 2024, boosted by Apple iOS support and AI, as brands enhance customer engagement with richer, interactive chat tools.

Agentic AI market set to grow from USD $7.28 billion in 2025 to over $41 billion by 2030, driving automation and transforming sectors from cybersecurity to customer service.

New research shows 92% of firms plan to expand customer education in 2025, despite facing challenges scaling programmes and measuring their impact.

Techcombank tops Vietnam’s banking sector with record Brand Equity Index scores and wins three Asia-Pacific Stevie Awards for innovation and marketing excellence.

Adobe launches AI-powered tools for Customer Experience Orchestration, enabling businesses to deliver personalised, scalable marketing across multiple channels.

Australian businesses benefit from AI-driven customer engagement, yet 66% of consumers express exhaustion and seek greater trust and control over AI interactions.

Kip Compton has been named CEO of Fastly, replacing Todd Nightingale, with the company reaffirming its 2025 financial guidance amid the leadership change.

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.