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Customer Journey stories

8x8 sees AI customer interactions surge across voice, chat
Unified Communications

8x8 sees AI customer interactions surge across voice, chat

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

By Shannon Williams • 5 min read • Thu, 5th Feb 2026
Smart Communications debuts AI tools for compliance-led CX
Document Management

Smart Communications debuts AI tools for compliance-led CX

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Feb 2026
TheyDo unveils Analyst Agent for customer journey AI
Data Analytics

TheyDo unveils Analyst Agent for customer journey AI

TheyDo launches Analyst Agent, an AI tool in its journey platform that answers plain-language questions by analysing customer journey data.

By Kaleah Salmon • 4 min read • Fri, 30th Jan 2026
IAG taps Codafication's Crunchwork to streamline claims
Disaster Recovery

IAG taps Codafication's Crunchwork to streamline claims

IAG is rolling out Codafication's Crunchwork platform to unify property claims data, automate workflows and cut delays across suppliers.

By Karen Joy Bacudo • 4 min read • Fri, 30th Jan 2026
Hype & Dexter rebrands to Avidly APAC in ANZ shift
Customer Relationship Management

Hype & Dexter rebrands to Avidly APAC in ANZ shift

Hype & Dexter has rebranded as Avidly APAC, aligning with Avidly Group to scale HubSpot-focused services across Australia and New Zealand.

By Mark Tarre • 4 min read • Fri, 30th Jan 2026
Dynatrace boosts RUM & DevX for AI‑driven observability
DevOps

Dynatrace boosts RUM & DevX for AI‑driven observability

Dynatrace unifies real user monitoring, AI tracing and developer tools on one platform to streamline cloud-native, AI-assisted software delivery.

By Joseph Gabriel Lagonsin • 6 min read • Fri, 30th Jan 2026
Constructor earns sole Customers' Choice in Gartner report
Customer Experience

Constructor earns sole Customers' Choice in Gartner report

Constructor named sole Customers' Choice in 2025 Gartner Peer Insights report for search and product discovery, earning perfect user rating.

By Kaleah Salmon • 3 min read • Fri, 30th Jan 2026
Exposing the risks of customer churn using a connected graph
Customer Relationship Management

Exposing the risks of customer churn using a connected graph

Australian firms are using connected graphs to uncover hidden churn risks, predicting departures earlier and sharpening loyalty strategies.

By Peter Philipp • 5 min read • Wed, 28th Jan 2026

Stories from Other Regions

Customer Journey stories

Ultamation hires Pixel Kicks for new digital platform
Software-as-a-Service

Ultamation hires Pixel Kicks for new digital platform

Ultamation taps Manchester digital agency Pixel Kicks to build a unified WordPress and WooCommerce platform for its growing software services.

By Joseph Gabriel Lagonsin • 3 min read • Fri, 6th Feb 2026
JB Hi-Fi launches consumer electronics retail media network
Customer Experience

JB Hi-Fi launches consumer electronics retail media network

JB Hi-Fi teams with Retail MediaWorks to launch Australia's first consumer electronics-focused retail media network across its 207-store empire.

By Sofiah Nichole Salivio • 4 min read • Fri, 6th Feb 2026
Observability & AI spark Australia's business edge
Data Protection

Observability & AI spark Australia's business edge

Australian firms are turning observability from backroom monitor into strategic engine, fusing AI and data to drive growth and resilience.

By Christine Low • 5 min read • Tue, 3rd Feb 2026
Toyota & Cuvva launch app-based short-term car cover
Digital Transformation

Toyota & Cuvva launch app-based short-term car cover

Toyota teams with digital insurer Cuvva to launch app-based, short-term comprehensive car cover for Toyota and Lexus drivers across the UK.

By Sofiah Nichole Salivio • 4 min read • Mon, 2nd Feb 2026
EE opens Lakeside store with AI safety appointments
Gaming

EE opens Lakeside store with AI safety appointments

EE has opened a new Lakeside Experience store, piloting 'Stay Safe with AI' sessions amid a GBP £3 million UK retail investment plan.

By Sofiah Nichole Salivio • 4 min read • Thu, 29th Jan 2026
A CX Measurement Gap That Has Been Circling for Years
Customer Experience

A CX Measurement Gap That Has Been Circling for Years

CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.

By Jeff Blair • 4 min read • Thu, 29th Jan 2026
PushON unveils Connect to unify eCommerce marketing
Customer Relationship Management

PushON unveils Connect to unify eCommerce marketing

PushON launches Connect to unify fragmented eCommerce marketing, promising cross-channel insight and clearer links between spend and sales.

By Mark Tarre • 3 min read • Thu, 29th Jan 2026
Expert details the data 'gold' fuelling retail media
Data Protection

Expert details the data 'gold' fuelling retail media

Australian retail media booms as brands race to turn fragmented customer data into 'gold' with unified, first-party identity and AI insight.

By Belinda Lloyd • 6 min read • Thu, 29th Jan 2026
Calabrio unveils unified view for human & AI agents
Customer Relationship Management

Calabrio unveils unified view for human & AI agents

Calabrio launches Omni Agent Intelligence, giving contact centres a single, cross-platform view of performance for human and AI agents.

By Mark Tarre • 4 min read • Thu, 29th Jan 2026
TELUS, RingCentral boost Business Connect with AI tools
Unified Communications

TELUS, RingCentral boost Business Connect with AI tools

TELUS and RingCentral will infuse Business Connect with AI assistants, receptionists and insights tools, rolling out to users in early 2026.

By Mark Tarre • 3 min read • Thu, 29th Jan 2026