Topic: customer experience
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Unlock Unforgettable Customer Experiences with AI and Data
Truly memorable customer experiences require a human-centric strategic vision, as technology and data are only effective when guided by clear processes, with organizational obstacles often being more significant than technological ones. The primary challenges in leveraging data and technology inc...
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Drive Growth with Loyalty-Focused Customer Experiences
Businesses must prioritize loyalty-focused customer experiences for sustainable growth, integrating AI to connect back-office and front-office operations and build emotional connections with customers. A unified data strategy and company-wide customer-first culture are essential, with AI serving ...
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NiCE Customers Lead CX AI Adoption, Transforming Experiences
Businesses are using CX AI technology to significantly reduce customer wait times, improve service quality, and enhance employee effectiveness in interactions. Companies like PayPal, Fairstone, and FedPoint have implemented AI solutions to automate processes, boost customer engagement, and achiev...
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Oracle launches AI agents for CX and revenue teams
Oracle has launched AI agents integrated into its Fusion Cloud CX platform, enhancing efficiency and customer relationships across marketing, sales, and service teams through automation and data analysis. These AI agents are included at no extra cost and leverage a unified data model to access en...
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Saudi Telecoms Prioritize Customer Experience for Vision 2030
Saudi Arabia's telecom sector is prioritizing customer experience as a key part of Vision 2030, with evolving expectations now the main market differentiator beyond infrastructure and pricing. STC leads with 56% brand awareness and 53% user share, but customer loyalty is fragile due to issues lik...
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Agentic AI: The Next Big Shift in CX Strategy
Agentic AI enables businesses to deliver faster, personalized customer interactions through autonomous systems, with significant market growth and financial returns projected. It achieves personalization by anticipating customer needs and offering proactive solutions, such as data limit alerts or...
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Teradata Launches AI-Powered Customer Intelligence
Teradata has launched its Autonomous Customer Intelligence platform, which uses intelligent agents powered by over forty years of industry IP to convert raw data into real-time, context-aware actions at an enterprise scale. The platform addresses the need for industry-specific AI solutions, as ge...
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Australians Prefer Human Connection Over AI by 2-to-1 Margin
Australian consumers strongly prefer human interaction over AI in customer service, with over half concerned about losing genuine connections and only 23% trusting companies to use AI responsibly, significantly lower than the global average. Poor AI implementations negatively impact business, as ...
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80% of AI Natives in Australia Still Prefer Human Support Option
Four out of five Australian AI natives prefer access to human support during customer interactions, indicating a need for businesses to refine AI tools to meet expectations and encourage adoption. In the workplace, AI natives express lower satisfaction with employer-provided AI tools compared to ...
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Macquarie Bank Makes Agentic AI Accessible with Gemini Enterprise
Macquarie Bank is providing all employees with advanced AI tools through Google Cloud's Gemini Enterprise to enhance customer interactions, staff efficiency, and decision-making. The bank is developing custom AI agents for productivity and complex tasks, with a strong focus on customer-centric ou...
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NiCE Cognigy Launches AI Ops Center for Reliable AI Workforce
NiCE Cognigy's AI Ops Center is a centralized hub designed to ensure enterprise AI agents remain available, secure, and functional, addressing the complexity of deploying AI across multiple channels and use cases. The platform provides real-time monitoring, error alerts, and root cause analysis t...
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Top 10 Takeaways from the September MarTech Conference
AI is compelling companies to adopt rigorous data governance, as its effectiveness depends on high-quality data, turning AI projects into opportunities for foundational data cleaning. Marketing roles are evolving to require a hybrid of technical, ethical, and storytelling skills to bridge machine...
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Secure Your AI Agent Investments: A Risk Management Guide
AI agents are set to transform customer service and operations by handling complex interactions and scaling with demand, but they introduce challenges in testing, security, and balancing innovation with ethics and costs. The shift from rigid automation to adaptable, generative models requires bus...
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Salesforce Launches Agentforce 360 for the Agentic Enterprise
Salesforce launched Agentforce 360, a platform integrating AI into workflows to enhance human productivity and provide continuous intelligence across teams. The platform is built on four core components: the Agentforce 360 Platform, Data 360, Customer 360 Apps, and Slack, enabling secure, collabo...
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Build Consumer Trust with Responsible AI & Personalization
Consumer trust is now a critical driver of purchasing decisions, with research showing that shoppers prioritize it over cost savings and are willing to pay more for brands they believe in. Brands must build trust through transparent AI usage, purposeful personalization that enhances efficiency, a...
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Customer Science Welcomes Chris Borg as Partner Manager
Customer Science has appointed Chris Borg as its first Partner Manager to expand its partner network and align it with strategic growth objectives, enhancing CX outcomes for clients. Borg brings over a decade of expertise in business development and CX, with a background including CEO roles and l...
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Essential Marketer Skills for 2026 Success
Marketers must develop a versatile skill set blending technical expertise with creativity and interpersonal skills to adapt to rapid technological changes and shifting consumer expectations. Essential technical skills include data literacy for predictive analytics, AI and automation for efficienc...
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Australia's First AI Phone Agent for Orders Launches
Otto is an AI telephone agent for Australian hospitality businesses that automatically handles customer orders and bookings, requiring no app downloads and operating 24/7 to capture missed revenue opportunities. It addresses industry challenges like high call volumes and staff shortages by ensuri...
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Salesforce Marketing Cloud Embraces the Agentic Era
Salesforce Marketing Cloud, originally ExactTarget, has evolved dramatically from a single-channel email tool to an omnichannel platform and is now introducing AI-powered Agentforce Marketing to meet changing consumer expectations. Agentforce Marketing features innovative capabilities like Adapti...
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e& UAE Teams with Huawei to Launch AI-Powered 5G-Advanced Network
e& UAE has partnered with Huawei to integrate advanced AI into its 5G-Advanced core network, aiming to enhance customer experience and operational efficiency across the UAE. The deployment includes Huawei's NWDAF, MDAF, and MCF technologies, which enable proactive maintenance, predictive insights...
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Sumerge at Money 20/20: AI's Impact on Finance
Sumerge showcased its expertise in AI for finance at Money 20/20 Middle East, offering insights on technological transformation through panel discussions and consultations. During a panel on AI regulation, CTO Mohamed Nour highlighted the importance of balancing innovation with trust, focusing on...
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Amazon Echo Show's Full-Screen Ads Are Driving Users Crazy
Amazon's Echo Show smart displays are facing user backlash due to new, intrusive full-screen ads that cannot be disabled, transforming the device into an unwelcome digital billboard. Users feel misled as there was no prior indication of ad-supported functionality, and the ads disrupt personal exp...
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Westpac Crowned Australia's Best Banking App
Westpac has been named Australia's leading mobile banking app for the third year in a row, recognized for its personalized, secure, and intuitive platform in The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2025. The app's popular tools, such as Savings Finder, Bills C...
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OutSystems Agent Workbench Now Available for Enterprise AI
OutSystems has launched the Agent Workbench, a platform enabling businesses to create and manage intelligent AI agents for use across departments, data, and workflows, with early users reporting efficiency gains and faster AI adoption. The platform addresses key challenges in AI agent development...
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CLV: The Unfakeable Metric for Marketing Growth
Many businesses prioritize aggressive marketing over improving core products and services, creating a credibility gap when customer experiences fail to meet advertised promises. Customer satisfaction in the U.S. has declined to multi-year lows, with consumers facing higher prices, reduced quality...
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Why Context Is the New King in the Age of Data Overload
Context is becoming the critical differentiator in marketing technology, as it transforms raw data into meaningful relationships and experiences. Contentstack's Agent OS platform emphasizes context management, integrating data, content, and brand intelligence for real-time, personalized user enga...
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Unlocking AI Insights: Your Activation Strategy
Marketers are inundated with data but struggle to activate it effectively due to integration challenges and data silos, with 66% of leaders citing this as their top martech issue. The volume of data has surged by 230%, yet many marketers lack time for analysis and nearly 40% of organizations oper...
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SAP Concur & Amex GBT Forge New Business Travel Alliance
SAP Concur and American Express Global Business Travel have formed a strategic alliance to launch Complete, a unified platform integrating AI for streamlined corporate travel and expense management. The collaboration combines both companies' technologies and data to offer enhanced marketplace acc...
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Kytec Rebrands for the AI Era
Kytec has rebranded to focus on providing AI-driven managed services for small and medium-sized businesses (SMBs), emphasizing agility, innovation, and collaborative partnerships. The company offers tailored managed services to help SMBs reduce costs, mitigate risks, and optimize operations by in...
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Creatio & CODE81: Supercharge Middle East AI Transformation
Creatio and CODE81 have formed a strategic alliance to accelerate AI adoption and digital transformation in the Middle East, using AI-native no-code technology to streamline operations and enhance business outcomes. The partnership combines Creatio's no-code CRM and workflow platform with CODE81'...
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Australians Lose $1,700 Each to AI-Powered Fraud in 2025
Australians experienced a near doubling of average fraud losses to about $1,700 per person in 2025, with baby boomers seeing a 332% increase in financial harm. Fraud is escalating due to criminals using AI to create convincing, large-scale scams that mimic legitimate communications, pressuring re...
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JetBlue Partners with Amazon's Kuiper for Free In-Flight Wi-Fi
JetBlue Airways partners with Amazon's Project Kuiper to offer free high-speed Wi-Fi to passengers, enhancing the in-flight experience. This collaboration aims to provide seamless connectivity for both leisure and business travelers during flights. The initiative underscores JetBlue's commitment ...
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9 Timeless Marketing Principles That Outlast Any AI Trend
Effective marketing relies on timeless principles like understanding user intent and building trust, which remain crucial despite technological changes. Brand recognition, loyalty, and consistent value delivery help brands stand out and foster lasting customer relationships in a fragmented digita...
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Coles Uses AI to Predict Viral Recipes & Stock Shelves
Coles Group is hoping AI can play a role in better preparing the retailer and its value chain for the next viral recipe trend, after supermarket shelves were emptied of cottage cheese earlier this year. Trending recipes on platforms like TikTok caused a run on cottage cheese and left supermarkets and their suppliers scrambling to meet demand. General manager of data and intelligence Caroline O’Brien told the SAP NOW AI Tour event in Melbourne that Coles is moving beyond “really narrow, specific ...
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AI & Local Search: 2025 Visibility & ROI Trends
AI has revolutionized local search by delivering hyper-personalized results through real-time data analysis, context interpretation, and intent prediction, giving businesses a competitive edge. The evolution of local search progressed through three phases: foundational data accuracy, engagement-f...
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Kyndryl & Auj: Digital Innovation for Saudi Aviation
Kyndryl and Auj have formed a strategic partnership to accelerate digital transformation in Saudi Arabia's aviation sector, aligning with Saudi Vision 2030 goals for efficiency, sustainability, and passenger experience. The collaboration combines Kyndryl's expertise in IT, AI, and cybersecurity w...
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Qualtrics Taps New APJ Leader to Drive AI Growth
Qualtrics has appointed Raen Lim as Managing Director for APJ to accelerate AI solution adoption, leveraging her over 20 years of leadership experience in technology firms to drive regional growth and enhance customer and employee experiences. Lim's background includes senior roles at companies l...
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Dubai Debuts World's First Smart Gold Testing Lab at GITEX 2025
Dubai has launched the world's first fully automated smart lab for testing gold, silver, and platinum, using advanced technology to deliver purity analysis in under sixty seconds. The innovation resulted from a collaboration between Dubai Central Laboratory and the Dubai Gold and Jewellery Group,...
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UAE's ICP Launches Easy Payment Plan for Residents
The UAE's ICP has launched a flexible payment program allowing residents to pay service fees in installments via credit cards from ten major local banks, with zero profit rate and repayment periods from 3 to 12 months. To qualify, service fees must be AED500 or more, and customers can apply throu...
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SAP's Maura Hameroff on Agile Cloud Innovation & Real-Time AI
SAP Connect 2025 highlighted the evolution of RISE with SAP into a comprehensive program that helps organizations modernize operations through flexible licensing, clean-core guidance, and process optimization, moving beyond outdated approaches. The S/4HANA Cloud Private Edition 2025 release embed...
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SAP Joule: Role-Based AI Assistants That Coordinate Business
SAP introduced role-based AI assistants within the Joule ecosystem at SAP Connect 2025, designed to collaborate with professionals by handling tasks like configuration and management to enhance productivity and insights. The company launched SAP Business Data Cloud Connect to securely link system...
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MoneyHash & Noon Payments Partner to Boost MEA Payment Adoption
MoneyHash and noon payments have formed a strategic alliance to accelerate tailored payment solution adoption in the Gulf Cooperation Council, enabling businesses to activate regional payment methods through a single API. The partnership addresses fragmented payment infrastructures in the MEA reg...
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Quiet Martech: The New Way Teams Are Working
The quiet martech movement emphasizes seamless integration and user experience in marketing technology, prioritizing tools that empower teams rather than overwhelm them with complexity. Many organizations have accumulated excessive tech stacks that hinder productivity, leading to wasted time on m...
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Boomi Named a Leader in 2025 Data Integration and MDM
Boomi has been recognized as a top vendor in both the 2025 ISG Buyers Guide for Data Integration and Master Data Management, highlighting its leadership in AI-driven automation solutions. The company excels in product capability, customer experience, and real-time AI integration, offering a unifi...
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DLD and Microsoft Transform Customer Experience with AI
The Dubai Land Department and Microsoft have partnered to create a unified platform using Microsoft Dynamics 365 CRM, integrating all service channels for a seamless customer experience and improved satisfaction. This initiative employs intelligent automation and AI-driven recommendations to enha...
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Cloudflare Partners with Top Payment Firms to Secure Agentic Commerce
Cloudflare has partnered with Visa, Mastercard, and American Express to create a secure authentication framework using the Web Bot Auth protocol, enabling AI shopping agents to transact safely with online merchants worldwide. The Trusted Agent Protocol allows merchants to verify the identity and ...
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HCLTech Joins GSMA to Drive Telecom Innovation
HCLTech has become the first global technology company to join the GSMA Open Gateway initiative, aiming to accelerate programmable networks and create new monetization opportunities for Communication Service Providers worldwide. The partnership will leverage HCLTech's advanced solutions, includin...
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Shop Walmart Directly in ChatGPT
Walmart has partnered with OpenAI to allow customers to purchase a variety of goods, including groceries and household items, directly through ChatGPT with instant checkout by linking their accounts. The collaboration aims to personalize and anticipate customer preferences, shifting online shoppi...
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Sama X Debuts at GITEX with Expanded Starlink Solutions
Sama X is presenting its expanded Starlink solutions at GITEX Global, targeting enterprise, government, and private users with connectivity for terrestrial and maritime applications to enhance internet access in the Middle East and beyond. As an authorized Starlink reseller, the company offers hi...
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FirstClub's Premium Strategy Defies India's Speed Obsession, Hits $120M Valuation
FirstClub has achieved a $120 million valuation by prioritizing quality over speed, securing $23 million in Series A funding led by Accel and RTP Global. The startup targets India's top 10% of households with curated, exclusive products and a personalized shopping experience, resulting in high av...
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