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IntelePeer SmartAnalytics records it all: New tool dissects every customer conversation

IntelePeer is turning up the volume of customer conversations and listening to every word. The company has launched SmartAnalytics, a new suite of tools designed to capture, transcribe, and analyse every customer interaction across AI agents and human reps, offering...

Foodies, fans, and first-class flyers: Mastercard reveals what’s fuelling global travel in 2025

The Mastercard Economics Institute (MEI) has unveiled its Travel Trends 2025 report, providing a deep dive into the forces shaping global tourism through the lens of aggregated consumer spending data. While macroeconomic factors like exchange rates and geopolitics still influence...

Australian banks go digital, SHEIN styles Aussie homes, and UK shoppers spend big over Easter

Australian banks prioritise customer experience amid digital transformation hurdlesAustralian banks are accelerating digital transformation to improve customer experience, as 73% acknowledge that current offerings are underwhelming. A Publicis Sapient study reveals agility (23%) and CX (19%) are top priorities, with...

CX fundamentals all CMOs must know

Customer experience is a key priority for many organizations: according to Gartner research, 57% of CEOs and CFOs view enhancing CX as a leading strategy to fuel growth in the next three to five years. CX needs an outside-in approach....

Americans slam brakes on spending as tariff jitters hit home

A fresh wave of economic anxiety is sweeping across the U.S., and this time, it’s about survival.According to new research from Reach3 Insights and Rival Technologies, over half of Americans are already planning to cut non-essential purchases as they brace...

Most small businesses can’t afford cybersecurity, report finds

A new report shows that while leaders of small and mid-sized businesses (SMBs) understand the need for stronger cybersecurity, many simply can’t afford to act on it, potentially leaving their businesses open to devastating attacks.Published today by fibre internet provider...

Accenture to acquire Yumemi, expanding digital product development in Japan

Accenture has announced plans to acquire Yumemi, a Japan-based digital services company, to expand its ability to quickly design, develop, and launch innovative digital products for clients. The move strengthens Accenture’s position in digital product development by combining Yumemi’s agile...

Salesforce pushes AI agents into pharma

Salesforce is taking aim at the outdated technology still running much of the pharmaceutical industry by launching a full-fledged partner network designed to drag the industry into the AI era, with digital labour leading the charge.Announced today, the Life Sciences...

InvoiceCloud integrates AI to transform billing and payment experience

InvoiceCloud has begun deploying embedded generative and agentic AI capabilities across its digital platform. This strategic move is designed to revolutionise how businesses and their customers engage with billing processes, bringing greater speed, accuracy, and ease to everyday transactions.“This isn’t...

The changing face of the cruise liner customer experience

The cruise liner market is back in full swing after the impacts of COVID, uncertain weather and troublesome seas. Passenger numbers reached 31.7 million in 2023, but while the promenade, dining and entertainment decks might look the same, a change...