Digital Channels stories

UK marketers race ahead of global peers in generative engine optimisation, with most already investing to boost visibility in AI-generated answers.

Forrester says the next wave of AI will reach robotics, transport and commerce, with agentic tools, security and trust set to pay off first.

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

Infobip uses DevDays 2026 to push AI into workflows, training and product design as it marks 20 years and expands its global cloud platform.

MVSI launches AIQ SiteScanner to help payment firms spot merchants using cloaking, redirects and other tactics to evade Mastercard and Visa rules.

Shield rolls out archive overhaul for banks, promising up to 50% lower storage costs and smoother multi-petabyte migrations.

Gamma urges firms to phase AI customer experience rollouts, boosting governance and testing to cut disruption and data quality risks.

iD Mobile's self-service app has surged past two million registered users as more of its 2.5 million subscribers switch to digital support.

Infobip data shows single-channel alerts collapsing as brands pivot to omnichannel, AI-led conversations across SMS, RCS, WhatsApp and voice.

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

As AI floods marketing channels with competent content, CMOs are racing to quantify trust as their scarcest and most valuable asset.

Hexaware launches Agentverse, a governed AI agent platform with 600+ prebuilt agents to scale automation across enterprise operations.

Europeans are embracing AI for daily tasks and shopping, even as frustration mounts over a surge in low‑quality AI‑generated content.

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Smart Communications appoints veteran fintech executive David Hamilton as Chairman to steer global expansion and AI push in regulated sectors.

Backbase appoints Didier Van der Coelden as CFO to steer growth and AI-led banking platform expansion across its global operations.

Wickes has launched Wickes Connected Retail Media with Epsilon, blending store and digital data to target home improvement shoppers.

Kentico crowns global winners of its Site of the Year 2025 awards, spotlighting standout Xperience-powered digital projects across sectors.