Customer engagement stories

SAP and Google Cloud extend partnership with multi-agent AI to let marketers run campaigns across connected platforms using shared customer data.

Cognizant and Google Cloud have unveiled an AI-powered retail contact centre, with early trials claiming up to 85% query containment and faster service.

Ant International rolls out privacy-enhancing tech across Alipay+ payments, letting encrypted data process at scale as regulators sharpen scrutiny.

SAP and Google Cloud widen AI partnership to give marketers agent-driven campaign tools linking customer data, activation and optimisation.

8x8 has unveiled a UK retail communications package built for shared devices and shift work, with calls ringing across store handsets and tablets.

Adobe unveils CX Enterprise to knit together AI agents, cloud partners and governed marketing workflows across large enterprise tech stacks.

Adobe names 2026 award winners as Costa Crociere, TSB Bank, the NFL and Lenovo are honoured for data-led customer engagement.

Adobe expands Experience Manager with AI visibility tools as businesses race to control brand truth across chat services and AI-driven shopping.

Adobe unveils CX Enterprise to let brands run AI-powered customer journeys across partner platforms, with new agents, governance and orchestration tools.

Canva and Klaviyo deepen their tie-up with a one-click route from design to campaign-ready email templates, cutting manual rebuilds for marketers.

Raindrop says a surge in demand helped it trace GBP £447 million in forgotten pensions in the first quarter, with use still skewed towards men.

Blackhawk Network has unveiled a Digital Wallet API that lets brands pool gift cards, refunds, loyalty rewards and promo credit into one spendable balance.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Showpad rolls out AI-native revenue platform to help field sales teams cut admin, unify coaching and lift execution across customer visits.

Gallagher Security says ISC West 2026 underlined demand for easier migrations and tighter integrations as it unveiled QuickSwitch and AccessNow.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

atis to launch first customer app in May as London salad chain boosts digital ordering, loyalty rewards and direct customer data control.

UK banks urged to use customer profiling, real-time monitoring and ecosystem data sharing to curb authorised push payment losses and protect trust.