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Dynatrace named leader again in 2025 Gartner Magic Quadrant
Digital Transformation

Dynatrace named leader again in 2025 Gartner Magic Quadrant

Dynatrace has been named a Leader again in Gartner's 2025 Magic Quadrant for Digital Experience Monitoring, recognised for its vision and execution.

By Melania Watson • 3 min read • Thu, 30th Oct 2025
AI & trust reshape customer experience as stakes for brands rise
Data Protection

AI & trust reshape customer experience as stakes for brands rise

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

By Kaleah Salmon • 4 min read • Tue, 30th Sep 2025
NiCE, Salesforce deepen AI partnership for unified service
Customer Relationship Management

NiCE, Salesforce deepen AI partnership for unified service

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

By Jed Nykolle Harme • 3 min read • Wed, 13th Aug 2025
8x8 reports surge in AI-powered CX adoption & unveils new tools
Unified Communications

8x8 reports surge in AI-powered CX adoption & unveils new tools

8x8 reports a 150% rise in AI-powered customer interactions and unveils new tools enhancing CX with AI-driven insights and secure payment options.

By Shannon Williams • 4 min read • Thu, 7th Aug 2025
Cloudinary unveils MCP Server for easier AI-powered image tasks
Generative AI

Cloudinary unveils MCP Server for easier AI-powered image tasks

Cloudinary launches MCP Server, enabling users to manage images and videos via natural language without coding, available to all including free plan users.

By Catherine Knowles • 3 min read • Wed, 18th Jun 2025
AI set to transform customer experience & loyalty in 2025
Digital Transformation

AI set to transform customer experience & loyalty in 2025

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

By Melania Watson • 3 min read • Tue, 17th Jun 2025

Stories from Other Regions

Digital Channels stories

Wavenet & 8x8 join forces to enhance enterprise communications
Unified Communications

Wavenet & 8x8 join forces to enhance enterprise communications

Wavenet partners with 8x8 to deliver advanced enterprise communications, enhancing customer engagement and digital collaboration across Europe.

By Kaleah Salmon • 3 min read • Fri, 24th Oct 2025
Why better data management is the key to exceptional customer experience
Customer Experience

Why better data management is the key to exceptional customer experience

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.

By Andy Milburn • 4 min read • Mon, 20th Oct 2025
Lifeline & SANE use digital channels to boost mental health care
Robotic Process Automation

Lifeline & SANE use digital channels to boost mental health care

Lifeline and SANE are enhancing mental health support in Australia using digital tools like SMS and online chat for timely, accessible care.

By Melania Watson • 3 min read • Wed, 8th Oct 2025
Kiwis lose trust in AI as preference for human service prevails
Customer Experience

Kiwis lose trust in AI as preference for human service prevails

Only 18% of New Zealanders trust companies' use of AI, with 62% fearing it limits human contact, impacting spending and loyalty in customer service.

By Melania Watson • 4 min read • Wed, 8th Oct 2025
eDesk expands US operations to boost AI-driven support for eCommerce
Customer Experience

eDesk expands US operations to boost AI-driven support for eCommerce

eDesk expands its US operations to support growing eCommerce brands with AI-driven helpdesk solutions, managing millions of customer queries each month.

By Shannon Williams • 3 min read • Sat, 23rd Aug 2025
AI & new search platforms shift priorities for Australian marketers
Artificial Intelligence

AI & new search platforms shift priorities for Australian marketers

AI and new search platforms are prompting Australian marketers to shift focus from keywords to brand visibility across diverse digital and social channels.

By Shannon Williams • 3 min read • Fri, 15th Aug 2025
Smart Communications acquires Pendula to boost AI in customer chat
Data Analytics

Smart Communications acquires Pendula to boost AI in customer chat

Smart Communications acquires Pendula to enhance AI-driven orchestration, boosting customer engagement across SMS, email, WhatsApp, and RCS in regulated sectors.

By Melvin Hipolito • 4 min read • Tue, 12th Aug 2025
UK public sector hotlines surpass banks for caller frustration
Unified Communications

UK public sector hotlines surpass banks for caller frustration

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

By Catherine Knowles • 4 min read • Fri, 25th Jul 2025
SALESmanago launches AI tools for faster multichannel campaigns
Customer Experience

SALESmanago launches AI tools for faster multichannel campaigns

SALESmanago launches AI-powered tools to speed up multichannel marketing, enabling faster campaign creation without developer help across email, SMS, and more.

By Kaleah Salmon • 3 min read • Thu, 17th Jul 2025
Keller Williams Singapore enters market with SGD $10m platform
YouTube

Keller Williams Singapore enters market with SGD $10m platform

Keller Williams Singapore launches with a SGD $10m platform, offering realtors up to 94% commission and AI-driven tools to boost independence and growth.

By Kaleah Salmon • 3 min read • Wed, 9th Jul 2025
OneFamily partners with ANS to drive Microsoft cloud overhaul
Digital Transformation

OneFamily partners with ANS to drive Microsoft cloud overhaul

OneFamily is partnering with ANS to modernise its IT by migrating to Microsoft Azure, aiming to cut costs and support 1.5 million UK customers with scalable cloud tech.

By Shannon Williams • 3 min read • Fri, 4th Jul 2025
Is your NaaS future-proof? Creating Infrastructure foundations for a scalable future
Firewalls

Is your NaaS future-proof? Creating Infrastructure foundations for a scalable future

GenAI, automation and Machine Learning (ML) are driving generational change - reshaping the future of business and society as we know it.

By Ankur Jain • 5 min read • Fri, 20th Jun 2025