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Tower cuts call times with Amazon Connect AI pilot
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 • 3 days ago
AI accessibility tools miss major app barriers, study finds
Customer Experience

AI accessibility tools miss major app barriers, study finds

More than half of assistive technology users have hit inaccessible apps this year, despite widespread AI adoption to fix digital barriers.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Agoda launches single checkout for hotels, flights
Software-as-a-Service

Agoda launches single checkout for hotels, flights

Travellers can now book hotels, flights and activities in one transaction, as online agencies race to keep customers on a single platform.

By Sean Mitchell • 3 min read • Last week
PagerDuty appoints John DiLullo as chief executive officer
Software-as-a-Service

PagerDuty appoints John DiLullo as chief executive officer

The handover comes as PagerDuty seeks to build on stabilising retention, accelerating new business and momentum in its AI-first operations cloud.

By Joseph Gabriel Lagonsin • 4 min read • Last week
SugarAI rebrands CRM around precision selling with AI
Customer Relationship Management

SugarAI rebrands CRM around precision selling with AI

Sales teams could get earlier warnings on churn and reorder risk as SugarAI ties CRM to ERP data and AI-guided next steps.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Harmonic unveils AI tools & fibre upgrades for operators
Software-defined Networking

Harmonic unveils AI tools & fibre upgrades for operators

Operators could cut outages and speed upgrades as Harmonic adds AI-driven network monitoring and new fibre and DOCSIS tools.

By Sofiah Nichole Salivio • 4 min read • Last week

Stories from Other Regions

Customer retention stories

emerchantpay adds Visa Instalments for UK merchants
Buy Now Pay Later

emerchantpay adds Visa Instalments for UK merchants

UK merchants could see fewer abandoned baskets as emerchantpay adds card-linked instalments at checkout for eligible Visa shoppers.

By Karen Joy Bacudo • 4 min read • 2 days ago
Questrade goes live with Temenos software for Questbank
Software-as-a-Service

Questrade goes live with Temenos software for Questbank

The rollout gives Questbank the core banking system it needs to begin offering deposits and mortgages to Canadian customers under OSFI rules.

By Mark Tarre • 3 min read • Last week
Responsive tops USD $1 trillion in business opportunities
Digital Transformation

Responsive tops USD $1 trillion in business opportunities

More buyers are using AI to scrutinise vendors, as the software firm says faster responses now affect revenue and win rates.

By Mark Tarre • 4 min read • Last week
Loyalty schemes shape repeat buying, study finds
Customer Experience

Loyalty schemes shape repeat buying, study finds

US shoppers are making loyalty programmes part of weekly spending, with 91% saying they influence whether they buy again.

By Sean Mitchell • 4 min read • Last week
Gen Z serial returners rise as retailers tighten rules
Customer Experience

Gen Z serial returners rise as retailers tighten rules

Retailers are losing their grip on returns as more young shoppers shrug off fees and suspensions, a survey shows.

By Sean Mitchell • 4 min read • Last week
SnapLogic names Molly Matthews as President in AI push
Software-as-a-Service

SnapLogic names Molly Matthews as President in AI push

AI-related revenue now accounts for more than a fifth of new and expansion sales, prompting a leadership shake-up aimed at faster growth.

By Sofiah Nichole Salivio • 4 min read • Last week
Decile's Luma turns analytics into audiences in minutes
Personalisation

Decile's Luma turns analytics into audiences in minutes

Ecommerce teams can now turn natural-language queries into campaign-ready customer segments in minutes, cutting delays between analysis and activation.

By Sofiah Nichole Salivio • 3 min read • Last week
Address data is the retail superpower
Customer Relationship Management

Address data is the retail superpower

Cleaner address records can cut failed deliveries, trim costs and lift conversions as retailers chase faster, more reliable eCommerce fulfilment.

By Greg Brown • 5 min read • Last week
Amperity martech leader reveals 'secret sauce' to marketing in the moment
Digital Transformation

Amperity martech leader reveals 'secret sauce' to marketing in the moment

Retailers risk losing sales as shoppers expect offers and recommendations to update instantly, not hours after they signal intent.

By Billy Loizou • 6 min read • Last week
Scam losses more than double as fraud hits consumers
Fintech

Scam losses more than double as fraud hits consumers

More consumers are losing larger sums to fraud as fake invoice and investment scams drive the biggest financial harm, F-Secure says.

By Sofiah Nichole Salivio • 4 min read • Last week
Boost Mobile expands prepaid plans with 160GB offer
Customer Experience

Boost Mobile expands prepaid plans with 160GB offer

Boost Mobile adds a AUD $180 six-month prepaid plan with 160GB, as it boosts data allowances and targets bill-conscious customers.

By Sean Mitchell • 4 min read • This month