Digital Channels stories

Australian public sector can match private sector digital experiences by adopting interoperable platforms, unified channels, shared tools, and AI to enhance service delivery.

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

Wavenet partners with 8x8 to deliver advanced enterprise communications, enhancing customer engagement and digital collaboration across Europe.

Customer experience excellence hinges on robust data management, as Australian firms invest in AI and analytics to meet soaring consumer expectations.

Lifeline and SANE are enhancing mental health support in Australia using digital tools like SMS and online chat for timely, accessible care.

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.

eDesk expands its US operations to support growing eCommerce brands with AI-driven helpdesk solutions, managing millions of customer queries each month.

AI and new search platforms are prompting Australian marketers to shift focus from keywords to brand visibility across diverse digital and social channels.

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

Smart Communications acquires Pendula to enhance AI-driven orchestration, boosting customer engagement across SMS, email, WhatsApp, and RCS in regulated sectors.

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

UK public sector hotlines now cause more caller frustration over hold times than banks, with healthcare and government services topping the list, says new survey.

SALESmanago launches AI-powered tools to speed up multichannel marketing, enabling faster campaign creation without developer help across email, SMS, and more.

Keller Williams Singapore launches with a SGD $10m platform, offering realtors up to 94% commission and AI-driven tools to boost independence and growth.

OneFamily is partnering with ANS to modernise its IT by migrating to Microsoft Azure, aiming to cut costs and support 1.5 million UK customers with scalable cloud tech.

GenAI, automation and Machine Learning (ML) are driving generational change - reshaping the future of business and society as we know it.

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

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

EY has launched Studio+, a global service combining 37 agencies and AI tech to help businesses boost growth through digital transformation and customer focus.