Customer Interactions Stories

Global Stories

Customer Interactions stories

CFOs can win by deploying AI strategically, Gartner says

Strategic deployment, rather than bigger budgets, is emerging as the key way finance chiefs can turn AI into revenue and margin gains.

By Karen Joy Bacudo • 4 min read • This month

Digital Transformation

Sinch named Gartner leader in CPaaS for fourth year

Enterprises are putting greater weight on fraud controls and identity checks as AI-driven customer messaging becomes central to CPaaS buying decisions.

By Mark Tarre • 4 min read • This month

Digital Transformation

Tower cuts call times with Amazon Connect AI pilot

Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.

By Joseph Gabriel Lagonsin • 3 min read • Last month

Customer Relationship Management

Gong tops USD $500 million ARR as growth accelerates

Half of the Fortune 10 now use the platform as Gong crosses USD $500 million in ARR after a tenth straight quarter of faster growth.

By Sean Mitchell • 4 min read • Last month

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 month

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 • Last month

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 • Thu, 16th Apr 2026

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

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

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

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

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

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

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

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

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

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