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Customer engagement stories

Matalan app tops website with stronger order values
Digital Transformation

Matalan app tops website with stronger order values

Higher basket sizes are helping Matalan's new app outperform its website, after 1.76 million downloads and a 4.4% conversion rate.

By Sofiah Nichole Salivio • 2 min read • Last month
UK diners want AI-driven restaurant deals, Toast finds
Data Privacy

UK diners want AI-driven restaurant deals, Toast finds

More than a quarter of UK restaurant operators are already using AI for offers or rewards, as diners back clearer explanations of dynamic pricing.

By Karen Joy Bacudo • 3 min read • Last month

Global Stories

Customer engagement stories

Loyalty Predictions 2027: Why Strategic Partnerships and AI Transparency Will Take Centre Stage
Digital Transformation

Loyalty Predictions 2027: Why Strategic Partnerships and AI Transparency Will Take Centre Stage

Brands will face pressure to make AI-driven loyalty decisions explainable as partnerships and connected platforms reshape customer experiences in 2027.

By Jonathan Reeve • 3 min read • 2 days ago
Why AI, Trusted Data and Human Judgement Will Define Customer Experience for the Year Ahead
Customer Experience

Why AI, Trusted Data and Human Judgement Will Define Customer Experience for the Year Ahead

Brands will need cleaner data and tighter AI governance to avoid tone-deaf offers and ensure customer decisions still reflect human judgement.

By Bel Lloyd • 5 min read • 2 days ago
Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027
Customer Relationship Management

Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027

Brands will face sharper pressure in 2027 to prove loyalty spend lifts customer value, as AI exposes gaps in customer data and service.

By Billy Loizou • 4 min read • 2 days ago
Sinch joins SpaceXSI network to aid Grok Build apps
Partner Programmes

Sinch joins SpaceXSI network to aid Grok Build apps

Developers using Grok Build can now add customer communications tools earlier, as Sinch joins SpaceX Super Intelligence's partner network.

By Mara Sugue • 4 min read • 2 days ago
8x8 reports record USD $188 million revenue on AI surge
Unified Communications

8x8 reports record USD $188 million revenue on AI surge

Paid AI usage among customers jumped 232% from a year earlier as 8x8 booked record quarterly service revenue of USD $188 million.

By Karen Joy Bacudo • 4 min read • Last week
Financial firms race to deploy multi-agent AI systems
Hybrid Cloud

Financial firms race to deploy multi-agent AI systems

Only 10% of firms have enterprise-wide orchestration, leaving most banks and insurers unable to scale autonomous AI safely or prove returns.

By Sofiah Nichole Salivio • 4 min read • Last week
Predictions: Experts Discuss the Future of Loyalty in the age of AI
Customer Relationship Management

Predictions: Experts Discuss the Future of Loyalty in the age of AI

Customer expectations are shifting toward relevance and recognition, forcing brands to move beyond points as AI changes how loyalty is delivered.

By Aaron Crowe • 5 min read • Last week
The Power of Partnerships and Interoperability in Loyalty
Customer Relationship Management

The Power of Partnerships and Interoperability in Loyalty

Businesses need more interoperable loyalty systems as customer data, marketing and offers increasingly span multiple teams and vendors.

By Aaron Crowe • 5 min read • Last week
Adobe puts CX Enterprise Coworker inside AI assistants
Software-as-a-Service

Adobe puts CX Enterprise Coworker inside AI assistants

Marketers can now manage campaigns and customer journeys inside ChatGPT, Claude, Gemini and Copilot as Adobe widens its AI reach.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Stellantis picks Amperity for unified customer data
Customer Relationship Management

Stellantis picks Amperity for unified customer data

The platform will help the carmaker link fragmented records across brands, dealers and service channels to target owners more accurately.

By Mara Sugue • 4 min read • Last week
UiPath names Stuart Spencer to lead ANZ growth push
Digital Transformation

UiPath names Stuart Spencer to lead ANZ growth push

The move gives UiPath a senior regional executive to turn AI interest into sales growth and wider adoption across Australia and New Zealand.

By Mara Sugue • 3 min read • Last week
Bstore expands Fusion Signage across 11-store network
Digital Signage

Bstore expands Fusion Signage across 11-store network

The upgrade lets the footwear retailer tailor messages to individual screens, cutting manual work as it expands its digital signage network.

By Sean Mitchell • 4 min read • Last month
iGoDirect Group rebrands as iGo Group after 28 years
Payment Technologies

iGoDirect Group rebrands as iGo Group after 28 years

Clients across Australia and New Zealand will see no change to services as the business unifies its specialist brands under one parent identity.

By Sofiah Nichole Salivio • 3 min read • Last month

Stories from Other Regions

Customer engagement stories

Upstream Works launches Totalix via partner network
Software-as-a-Service

Upstream Works launches Totalix via partner network

The platform will be sold through more than 50 partners from December 1, aiming to cut contact centre changes to same-day tasks for customers.

By Regine Laguilles • 4 min read • Last week
Zoho adds AI agent workflows to Campaigns platform
Customer Relationship Management

Zoho adds AI agent workflows to Campaigns platform

Marketers can now run email, SMS and WhatsApp from one workflow as Zoho also adds AI agent controls, while paid plans still start at $4 a month.

By Joseph Gabriel Lagonsin • 4 min read • Last month