Customer engagement stories

Blackhawk Network has unveiled a Digital Wallet API that lets brands pool gift cards, refunds, loyalty rewards and promo credit into one spendable balance.

Twilio unveils embeddable Flex contact centre tools for web apps, adding Salesforce voice support, enhanced reporting and new pricing.

Aryza buys Toronto-based Umbrella Tech to add voice AI, speech analytics and autonomous agents to its collections and recoveries software.

Showpad rolls out AI-native revenue platform to help field sales teams cut admin, unify coaching and lift execution across customer visits.

Gallagher Security says ISC West 2026 underlined demand for easier migrations and tighter integrations as it unveiled QuickSwitch and AccessNow.

Infobip marks 20 years with AgentOS launch as it pushes into agentic AI, aiming to unify customer data and let AI agents act across channels.

LoyaltyLion brings back its Loyalty Connect virtual series, with more than 20 speakers set to unpack retention tactics as acquisition costs climb.

Zoom names Frank Skiffington as Head of Australia and New Zealand as the software group seeks deeper partner-led growth across ANZ.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Shoppers increasingly prefer human-led social posts over AI-generated material, with Gen Z driving brands towards micro-influencers and niche creators.

Thryv says Australian and New Zealand small businesses need tidy websites, consistent listings and fresh reviews to win AI-driven recommendations.

Twilio survey shows conversational AI is moving from pilots to live use, with current adopters reporting stronger governance confidence and clearer business gains.

Sinch Mailgun warns weak inbox placement and limited AI use are eroding email returns, with many firms unable to measure ROI confidently.

Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.

Cisco report finds firms are ramping up wireless budgets as AI, security pressures and staff shortages push networks into a strategic role.

Klaviyo data show Easter campaigns start weeks ahead but still bunch in the last seven days, with SMS peaking hardest on Sunday.

NeonNow rebrand puts Sydney founder's customer platform in 170 markets as AI demand lifts channel partner hopes.

Personetics and Atomic team up to let banks prompt deposit and bill switching inside apps, aiming to cut friction and boost primary relationships.

Australian Loyalty Association rolls out executive training on programme economics, AI-driven shopping and behavioural science as households tighten budgets.

PMT Communication Systems gains Nextivity Elite Partner status in Australia as demand for indoor mobile coverage lifts across retail and commercial sites.