Customer Interactions Stories

Global Stories

Customer Interactions stories

Qualtrics unveils AI platform for experience management

The new system aims to let organisations test decisions and automate responses in live customer interactions before its 2027 release.

By Joseph Gabriel Lagonsin • 4 min read • This month

Software-as-a-Service

8x8 revenue hits record as AI adoption more than doubles

Customer use of 8x8's AI tools jumped 121% year on year, helping drive record first-quarter revenue and a fifth straight quarter of growth.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Digital Transformation

EPAM joins OpenAI partner network for enterprise AI

The tie-up could speed enterprise AI adoption as firms shift from pilots to secure, regulated deployments across core operations.

By Joseph Gabriel Lagonsin • 4 min read • Last month

Software-as-a-Service

Tech chiefs urge safer, sector-specific AI adoption

Businesses face mounting pressure to curb unsafe AI rollouts as executives warn that general-purpose tools are outpacing governance and controls.

By Sean Mitchell • 4 min read • Fri, 17th Jul 2026

Customer Experience

Voices launches AI customer service voice platform

Enterprise contact centres are facing tougher scrutiny over AI voice quality and provenance, with Voices betting on consented talent and governance.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 27th Jun 2026

Software-as-a-Service

Synthflow AI & Avant strike exclusive voice AI deal

The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.

By Sean Mitchell • 4 min read • Thu, 25th Jun 2026

Software-as-a-Service

Candescent names Jason Edelboim as Chief Executive Officer

The banking software group is betting on AI-led growth as it seeks to expand its reach across more than 1,300 institutions.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 25th Jun 2026

Software-as-a-Service

Backbase buys Kasisto to bolster banking AI platform

Banks could gain a single AI system for customer requests, as Backbase folds Kasisto's tools into its software and boosts its US reach.

By Karen Joy Bacudo • 3 min read • Thu, 25th Jun 2026

Software-as-a-Service

Infobip jumps to 16th on Fortune Europe's innovation list

The Croatian group's climb into Fortune's top 25 highlights its growing AI push and puts it ahead of 51 rivals from last year's ranking.

By Sean Mitchell • 3 min read • Mon, 22nd Jun 2026

Manufacturing

CFOs can win by deploying AI strategically, Gartner says

Strategic deployment, rather than bigger budgets, is emerging as the key way finance chiefs can turn AI into revenue and margin gains.

By Karen Joy Bacudo • 4 min read • Mon, 1st Jun 2026

Digital Transformation

Sinch named Gartner leader in CPaaS for fourth year

Enterprises are putting greater weight on fraud controls and identity checks as AI-driven customer messaging becomes central to CPaaS buying decisions.

By Mark Tarre • 4 min read • Mon, 1st Jun 2026

Digital Transformation

Tower cuts call times with Amazon Connect AI pilot

Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.

By Joseph Gabriel Lagonsin • 3 min read • Tue, 19th May 2026

Customer Relationship Management

Gong tops USD $500 million ARR as growth accelerates

Half of the Fortune 10 now use the platform as Gong crosses USD $500 million in ARR after a tenth straight quarter of faster growth.

By Sean Mitchell • 4 min read • Thu, 14th May 2026

Customer Experience

Crescendo appoints Will Newman as Vice President, EMEA

The hire signals a fresh push to win corporate spending on AI customer service tools as Crescendo scales across Europe, the Middle East and Africa.

By Sofiah Nichole Salivio • 3 min read • Wed, 13th May 2026

Stories from Other Regions

Customer Interactions stories

Data Protection

Confluent: Stale, unreliable data could impair enterprise AI

Fresh data and tighter controls are becoming critical as businesses push AI into production, with weak lineage and quality seen as a major risk.

By David Shilovsky • 5 min read • This month

Software-as-a-Service

Sinch partners Coderra on AI messaging for Australia

Australian retailers will gain automated chat support as the tie-up combines AI agents with Sinch's messaging network across multiple digital channels.

By Sean Mitchell • 3 min read • Last month