Customer engagement stories - Page 15
HubSpot launches direct connector for ChatGPT CRM insights
Fri, 6th Jun 2025
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crm
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data analytics
HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.
NiCE announces 2025 partner awards for AI & automation excellence
Fri, 6th Jun 2025
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digital transformation
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NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.
ANZ consumers want first-contact solutions but satisfaction lags
Wed, 4th Jun 2025
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martech
Research shows 53% of ANZ consumers value first-contact resolution in service, yet only 33% of CX leaders believe they deliver highly personalised experiences.
AI boosts personalisation but consumer trust remains elusive
Wed, 4th Jun 2025
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personalisation
AI personalisation boosts customer spend by 75%, yet only 15% of consumers fully trust brands with their personal data, says Twilio report.
3 essential steps to scaling conversational AI for customer engagement
Wed, 4th Jun 2025
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crm
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martech
Conversational AI market valued at USD $5.8 billion in 2023 is set to reach USD $31.9 billion by 2028, revolutionising customer engagement across sectors.
HCL Unica+ unveiled as AI-first platform for trust-based marketing
Tue, 3rd Jun 2025
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martech
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HCLSoftware launches HCL Unica+, an AI-first MarTech platform designed to build trust and loyalty amid rising digital marketing challenges.
Salesforce launches Agentforce AI agents for financial services
Thu, 22nd May 2025
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digital transformation
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fintech
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Salesforce launches Agentforce for Financial Services, offering AI agents to automate tasks and boost personalised client engagement in banks and insurers.
The new customer data imperative: Real-life challenges and recommendations
Thu, 22nd May 2025
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martech
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personalisation
Organisations face data silos and quality issues in customer data investments, yet marketing-IT collaboration and clear use cases help unlock value, experts reveal.
AI adoption soars as data & personalisation top priorities
Thu, 22nd May 2025
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digital transformation
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cx
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martech
Brands in Australia and New Zealand are rapidly adopting AI, with 29% deploying generative AI in 2025, yet data management and personalisation challenges persist.
AI reshapes strategies at Asia Pacific loyalty and retail conference
Thu, 22nd May 2025
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data analytics
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cx
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martech
The Asia Pacific Loyalty Conference highlights AI's growing role in customer retention, as 46% of consumers expect brands to know their preferences.
Building trust with conversational AI: How to avoid common pitfalls
Thu, 15th May 2025
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digital transformation
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cx
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martech
Businesses must build trust in conversational AI by setting clear goals, ensuring transparency, reducing bias, and continuously improving customer interactions.
Twilio teams with Microsoft to drive enterprise conversational AI
Thu, 15th May 2025
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digital transformation
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Twilio partners with Microsoft in a multi-year deal to boost enterprise conversational AI, enhancing customer engagement through advanced AI and Azure integration.
Asia-Pacific organisations honoured for digital transformation
Fri, 9th May 2025
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digital transformation
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cx
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martech
Smart Communications has honoured leading Asia-Pacific firms, including ING and Westpac, with 2025 SCALE Awards for digital transformation and customer engagement.
AI & unified platforms shape the future of self-service
Thu, 8th May 2025
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cx
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martech
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digital entertainment
B2C firms are embracing AI-powered self-service platforms to cut costs and boost customer flexibility, enhancing subscription account management.
NICE & ServiceNow partner on AI to unify customer service
Thu, 8th May 2025
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crm
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devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
N-able wins Gold at Stevie Awards for AI-powered customer support
Thu, 8th May 2025
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data analytics
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digital transformation
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cx
N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.
Eagle Eye & Ecrebo partner to boost smart receipt marketing
Wed, 7th May 2025
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cx
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martech
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commerce systems
Eagle Eye and Ecrebo have partnered to blend personalised marketing with POS tech, enhancing retail promotions and loyalty programmes at store checkouts.
AI-focused marketing risks eroding trust, says new research
Wed, 7th May 2025
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cx
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martech
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genai
New study finds consumers trust companies more when they promote human expertise over AI, especially in personalised services like healthcare and luxury goods.
Talkdesk launches AI platform to streamline utilities support
Wed, 7th May 2025
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cx
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martech
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genai
Talkdesk launches Utilities Experience Cloud, an AI-powered platform for utility firms to offer faster, personalised omnichannel customer service with real-time system integration.
8x8 unveils new AI tools, RCS messaging & digital wallet pay
Mon, 5th May 2025
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cx
8x8 enhances its Customer Experience platform with AI tools, RCS messaging, and digital wallet payments for improved, personalised user interactions.