Digital Channels stories

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

Kentico crowns global winners of its Site of the Year 2025 awards, spotlighting standout Xperience-powered digital projects across sectors.

eG Innovations launches in New Zealand, appointing veteran cloud executive Joanne Bowey to drive growth in digital experience monitoring.

Most firms suffered AI-linked cyber incidents last year, yet many still rate their security as above average amid a widening skills gap.

Banks worldwide pour billions into AI, but Dyna.Ai warns only a small minority are turning pilots into tangible, scalable revenue gains.

8x8 expands Secure Pay globally, unifying compliant digital payments and AI-led outreach across its customer experience platform.

Insight deepens its Stripe alliance to modernise enterprise payments and power AI-driven checkout and in-chat commerce experiences.

Akeneo launches an AI‑driven Winter Release to power “agentic commerce”, speeding product data from enrichment to activation for AI buyers.

10x Banking and Singapore's audax have teamed up to help banks launch full digital services in six months while phasing out legacy cores.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

eflow Global launches AI-powered eComms modules with transparent fees from USD $0.20 per GB, cutting compliance costs for financial firms handling digital records.

Pacsun has launched a unified point of sale system in 300+ stores, boosting order fulfilment by 40% and cutting logistics costs by 25%.

IGT Solutions expands its partnership with NiCE to deploy AI-driven CXone Mpower platform, enhancing global customer experience in aviation and travel sectors.

Consilium launches AI-powered CX platform unifying voice, video, CRM and analytics, aiming to boost enterprise engagement and agent productivity worldwide.

Dynatrace has been named a Leader again in Gartner's 2025 Magic Quadrant for Digital Experience Monitoring, recognised for its vision and execution.

Only 18% of New Zealanders trust companies' use of AI, with 62% fearing it limits human contact, impacting spending and loyalty in customer service.

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

NiCE expands its AI partnership with Salesforce to unify customer service via deeper integration between CXone Mpower and Service Cloud platforms.

8x8 reports a 150% rise in AI-powered customer interactions and unveils new tools enhancing CX with AI-driven insights and secure payment options.

Cloudinary launches MCP Server, enabling users to manage images and videos via natural language without coding, available to all including free plan users.