Author: Sandra Radlovacki

CallMiner Acquires VOCALLS to Add Native Voice and Text AI Agents
CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery.The acquisition reflects a...

NEXT Taps Infobip to Block 175K Fake Messages a Month
Retail giant NEXT has teamed up with global cloud communications provider Infobip in a move to tighten the screws on SMS fraud and supercharge its customer messaging. The partnership merges AI-fuelled fraud detection with next-gen messaging tech, arming NEXT with...

What’s Driving Young Customers to Fintechs?
Is the future of banking still in brick and mortar, or is it being rewritten by Gen Z’s thumbs?A new report from Corporate Insight, a financial services research firm, reveals generational divides in what customers want from their banks, and...

Top U.S. Insurer Signs $13M Deal with Verint to Automate CX Workflows for 12,000 Agents
A major U.S. insurance company has signed a $13 million multi-year contract with Verint to deploy AI bots across its customer experience operations, aiming to boost workforce capacity by automating manual workflows for more than 12,000 agents.The deal, finalised in...

Price Cap Plan Could Trigger £100 Million Ticket Fraud Surge
A recent UK government proposal to cap the resale price of tickets is drawing sharp criticism from fraud experts and fintech leaders. Far from protecting fans, the policy could push them into unregulated markets, triggering a wave of scams worth...

Why Gen Z is rethinking workplace communication
By the time Isobel McWilliams enters a meeting room, she’s already attuned to the signals no one says out loud. Some colleagues will dive into conversation. Others prefer a Slack DM. And then there’s the new Gen Z hire, efficient...

How Landmark Information Group rebuilt trust, redefined CX, and won gold along the way
When Landmark Information Group, a land and property data supplier, launched its much-anticipated product upgrade six years ago, the expectation was to elevate a trusted legacy into a more modern, tech-forward future. What followed, however, was something no one anticipated—a...

How Reunitus builds trust, one lost item at a time
It wasn’t the duffel bag the parents cared about. It was Leo, the stuffed lion hidden inside; a small, well-loved creature with threadbare fur and button eyes that had seen too many adventures to be easily replaced.“I mean, technically, it...

The future of payments is invisible, instant, and everywhere
There’s a moment Alexander Berrai recalls that sums up how far we’ve come in the world of payments.“Just a few years ago, you had to dig out your wallet, slot the card into the machine, type your PIN, and take...