Customer engagement stories

Raindrop says a surge in demand helped it trace GBP £447 million in forgotten pensions in the first quarter, with use still skewed towards men.

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.

UK firms shift to multi-channel customer chats as RCS traffic jumps 174% and agentic AI gains ground amid fraud concerns.

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.

atis to launch first customer app in May as London salad chain boosts digital ordering, loyalty rewards and direct customer data control.

UK banks urged to use customer profiling, real-time monitoring and ecosystem data sharing to curb authorised push payment losses and protect trust.

Mail Metrics taps Avanade Ireland's Karl Kohler as Chief Revenue Officer to drive UK, Ireland and European expansion toward USD $1 billion.

LoyaltyLion brings back its Loyalty Connect virtual series, with more than 20 speakers set to unpack retention tactics as acquisition costs climb.

CloudClevr eyes fresh UK deals after completing integration, as strengthened recurring revenue and a new leadership push set up FY27 expansion.

8x8's Engage platform has won Gold at the NY Product Design Awards, with judges praising its unified workspace for customer-facing staff.

Dig adds Ideal World Co-founder Paul Wright to its board as the savings platform pushes into consumer tech and digital shopping.

Narwhal Labs secures backing from more than 70 UK investors as it unveils an AI communications platform for regulated sectors.

Shoppers increasingly prefer human-led social posts over AI-generated material, with Gen Z driving brands towards micro-influencers and niche creators.

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

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

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