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Clients back AI in accounting but demand transparency
Digital Transformation

Clients back AI in accounting but demand transparency

Transparency is becoming a bigger test for accountants as most clients back AI, but only if firms explain where it is used.

By Sean Mitchell • 4 min read • Last week
KeeperPAM tops SoftwareReviews privileged access report
Digital Transformation

KeeperPAM tops SoftwareReviews privileged access report

Customer sentiment may help steer buyers as KeeperPAM scored highest in SoftwareReviews' privileged access management comparison.

By Mark Tarre • 4 min read • Last week
TrustedTech joins Microsoft's Unified for Partners programme
Digital Transformation

TrustedTech joins Microsoft's Unified for Partners programme

Early access to Microsoft's new support model could improve response times for TrustedTech customers as the partner programme rolls out globally.

By Sofiah Nichole Salivio • 4 min read • Last week
G2A launches AI support agent called Dave for sellers
Software-as-a-Service

G2A launches AI support agent called Dave for sellers

The rollout should ease support bottlenecks for sellers as the tool handles surges in game-release enquiries across 180 countries.

By Sofiah Nichole Salivio • 4 min read • Last week
G2A rolls out AI support agent Dave to sellers worldwide
Software-as-a-Service

G2A rolls out AI support agent Dave to sellers worldwide

Sellers on G2A's marketplace can now handle support surges more quickly as the AI tool has cut human intervention on cases by up to 30%.

By Sofiah Nichole Salivio • 3 min read • Last week
Kore.ai names Uma Sandilya Chief Commercial Officer
Digital Transformation

Kore.ai names Uma Sandilya Chief Commercial Officer

The enterprise AI software provider is tightening accountability across sales, delivery and marketing as buyers shift to wider deployments.

By Sofiah Nichole Salivio • 4 min read • Last month
2026 holiday predictions: The evolving customer journey
Digital Transformation

2026 holiday predictions: The evolving customer journey

Rising fraud, shipping costs and AI-driven shopping are set to squeeze retailers' margins this holiday season unless customer data improves.

By Edmund Ng • 4 min read • Last month
Australia & New Zealand lead in agentic AI adoption
Digital Transformation

Australia & New Zealand lead in agentic AI adoption

Consumers in Australia and New Zealand are facing longer waits and repeated handovers as companies rush to deploy agentic AI, Genesys found.

By Mark Tarre • 4 min read • Last month
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last month
Most CX leaders see little AI impact, despite spend
Digital Transformation

Most CX leaders see little AI impact, despite spend

Most firms are still increasing AI budgets, even as 57% of CX leaders say the technology has delivered little or no impact on operations.

By Sean Mitchell • 4 min read • Last month

Stories from Other Regions

Customer Satisfaction stories

Wealthsimple posts CAD $17 billion inflows on banking push
Fintech

Wealthsimple posts CAD $17 billion inflows on banking push

Chequing and spending products helped lift assets under administration to CAD $155.6 billion, with client numbers reaching 3.6 million.

By Karen Joy Bacudo • 4 min read • Last week
AI lifts UK shopping expectations but delivery lags
Customer Experience

AI lifts UK shopping expectations but delivery lags

Only 7% of shoppers said fast delivery promises are consistently met, even as AI is widening the pool of brands UK consumers will consider.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Elemental Concept expands to Australia with CX model
Data Analytics

Elemental Concept expands to Australia with CX model

The consultancy is betting that Australian buyers will back a decision-led CX model as brands struggle to prove revenue gains from journey redesigns.

By Sofiah Nichole Salivio • 4 min read • Last week
DBS adds agentic AI to virtual assistants for customers
Digital Transformation

DBS adds agentic AI to virtual assistants for customers

Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.

By Sean Mitchell • 4 min read • Last week
Australian customer service still leans on phone calls
Digital Transformation

Australian customer service still leans on phone calls

Longer waits and higher costs are weighing on Australian contact centres as most customer queries still arrive by phone, research shows.

By Sean Mitchell • 4 min read • Last week
Creditspring tops GBP £1 billion in loan disbursements
Fintech

Creditspring tops GBP £1 billion in loan disbursements

Households squeezed by higher costs are turning to fixed-fee borrowing, helping the lender pass GBP £1 billion in loans.

By Karen Joy Bacudo • 4 min read • Last month
Crescendo appoints Andy Lee as Chief Executive Officer
Software-as-a-Service

Crescendo appoints Andy Lee as Chief Executive Officer

The move signals a push to win larger enterprise clients as the company seeks to replace fragmented customer service systems with AI-native software.

By Sofiah Nichole Salivio • 4 min read • Last month