Customer engagement stories

Global Day of Unplugging puts pressure on brands to dial down digital noise and build more trusted, human and community-led connections.

NFON and O2 Telefónica Deutschland pass 100,000 Digital Phone users as they pivot from SMEs to larger enterprises and AI-led services.

UK shoppers are embracing AI shopping agents for better deals and ease, but rising data privacy fears risk slowing wider adoption.

In 2026, AI agents move from pilots to the enterprise core, forcing firms to prove measurable value under tight governance.

As AI reshapes work, women are using it to ditch outdated trade-offs and prove ambitious careers and rich family lives can coexist.

Veeam taps seasoned sales and channel leader Piero Gallucci as Regional Vice President to drive UK and Ireland data resilience growth.

UK insurers say their AI talent is ready, but scaling from siloed tools to enterprise-wide impact still hinges on people and culture.

8x8 and KCOM join forces to deliver a UK public sector-focused cloud CX platform, uniting network, contact centre, voice and AI services.

Connected packaging sheds its fad status as record executive backing, rising budgets and compliance pressures push it firmly into the boardroom.

NFON posts 2025 revenue uptick to EUR €89.1 million as AI products and the botario deal lift earnings despite a shrinking seat base.

Infobip launches AgentOS, an AI orchestration layer unifying customer data and channels so autonomous agents can manage and personalise service.

Sinch unveils AI agent tools to orchestrate customer interactions across messaging, email and voice, promising flexible, channel-agnostic deployment.

Google and Klaviyo are deepening ties to power AI “agentic commerce”, linking ads, search and RCS messaging to real-time customer data.

Evam launches Evo AI and Maker Agent at MWC, embedding operational AI agents into live orchestration for real-time customer journeys.

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

Incard secures UK EMI licence, bringing payments, cards and FX in-house as it scales its fintech orchestration platform for digital brands.

Snowflake adds dbt and Apache Airflow support to Cortex Code CLI and unveils its first standalone subscription for non-Snowflake users.

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

RingCentral integrates OpenAI's GPT-5.2 to power live AI voice calls, launching new assistants to support customers and employees in real time.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.