Customer engagement stories - Page 13

Appian has been named on FinTech Global's 2025 AIFinTech100 list for pioneering AI-driven solutions that transform banking, compliance and financial services workflows.

Talon.One has raised $135 million to advance its AI-powered loyalty platform, serving over 270 global brands including H&M and Adidas.

NiCE celebrates EMEA and APAC firms for AI-driven customer experience excellence at its 2025 International CX Excellence Awards, spotlighting innovation and impact.

Manhattan Associates enhances its Active Omni platform with AI to speed up customer service and support Tap to Pay via iPhone in stores across retail settings.

CommBox launches CommSite AI, a conversational platform transforming websites with real-time, personalised chat to enhance user engagement and sales.

Twilio has appointed Howard Fyffe as Director of Sales for ANZ, aiming to boost personalised digital engagement and business growth across Australia and New Zealand.

Genesys launches Cloud AI Studio with AI Guides, enabling firms to build scalable, ethical virtual agents for complex customer interactions without coding.

Salesforce launches Agentforce 3 to help enterprises scale AI adoption with enhanced control, interoperability, and real-time hybrid workforce insights.

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.

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

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.

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.