Customer engagement stories - Page 17

Exclusive: Zendesk's Chris Donato says AI now drives customer loyalty, urging firms to adopt 'human-centric AI' or risk falling behind in CX.

At HubSpot's GROW ANZ event, VP Scott Brinker urged marketers to harness AI and agility to stay ahead amidst a surge to 15,000 marketing tech solutions by 2025.

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

Granicus launches Engagement Cloud in Australia and New Zealand to help public sector boost trust through personalised, data-driven communication and services.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

New research shows 92% of firms plan to expand customer education in 2025, despite facing challenges scaling programmes and measuring their impact.

Adobe launches AI-powered tools for Customer Experience Orchestration, enabling businesses to deliver personalised, scalable marketing across multiple channels.

Australian businesses benefit from AI-driven customer engagement, yet 66% of consumers express exhaustion and seek greater trust and control over AI interactions.

Kip Compton has been named CEO of Fastly, replacing Todd Nightingale, with the company reaffirming its 2025 financial guidance amid the leadership change.

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

AI agents will transform retail loyalty by acting as personal concierges, optimising offers, and demanding trust and transparency in shopping experiences.

Newell Brands boosts content creation speed by up to 75% using Adobe AI tools across brands like Sharpie and Rubbermaid, enhancing marketing efficiency.

Upwind has appointed seasoned cybersecurity leader Rinki Sethi as Chief Security Officer to drive global security and support rapid growth.

Salesforce launches Marketing Cloud Next with autonomous AI agents to revolutionise marketing through personalised, two-way customer conversations across channels.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.

Sinch has named Angus Mansfield as Vice President of Channel Sales for APAC, aiming to expand partnerships and boost growth in the region's booming customer communications market.

Australian and New Zealand grocers are set to boost profits and engagement by adopting AI-driven personalisation and loyalty strategies in 2025/2026.

Businesses must balance ethics and efficiency as AI transforms industries, with a growing push for transparent, secure, and inclusive AI tools.

Dentsu has integrated in-store eye-tracking data from Co-op Media Network into its tool, enhancing media planning with real-world retail attention insights.