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.

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.

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

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

Accordion snaps up A5 to widen Salesforce, data and AI services for private equity clients across North America, EMEA and India.

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.

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

Zendesk appoints Bikram Mazumdar as Vice President, Asia, as it looks to accelerate AI-powered service growth across key markets in the region.

Smart Communications taps Satish Shenoy as Senior Vice President to broaden global alliances and speed partner-led growth across regulated sectors.

Apple rolls out Business platform for companies, bundling device management and brand tools as it replaces Manager and Connect.

SquadStack.ai's new voice tool uses product images and listing data to shape calls before they begin, with IndiaMART as the first live customer.

Hapana unveils rebuilt fitness software platform after USD $7.25 million Microequities-led round, targeting multi-site operators with AI tools.