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AI lag puts Australian firms at risk of losing ground
Data Analytics

AI lag puts Australian firms at risk of losing ground

Australian firms' slow, piecemeal AI adoption risks wasted investment and lost ground to faster-moving global rivals, TP leaders warn.

By Kaleah Salmon • 4 min read • Tue, 17th Mar 2026

Global Stories

Customer service stories

Qualtrics named Leader in 2026 Gartner VoC Quadrant
Unified Communications

Qualtrics named Leader in 2026 Gartner VoC Quadrant

Qualtrics again tops Gartner's 2026 Voice of the Customer rankings, leading on execution, vision and AI-driven experience agents.

By Sofiah Nichole Salivio • 3 min read • Fri, 13th Mar 2026
8x8 launches Engage globally to extend customer CX
Unified Communications

8x8 launches Engage globally to extend customer CX

8x8 rolls out Engage globally, arming frontline and specialist teams with contact centre-grade tools to unify customer experience.

By Shannon Williams • 4 min read • Fri, 13th Mar 2026
SonicWall revamps partner programme & appoints CRO
Firewalls

SonicWall revamps partner programme & appoints CRO

SonicWall overhauls its SecureFirst Partner Program and appoints Patrick O'Donnell as CRO to drive partner-led sales and managed services.

By Sean Mitchell • 3 min read • Fri, 13th Mar 2026
Wonderful raises USD $150m to scale global AI agents
Digital Transformation

Wonderful raises USD $150m to scale global AI agents

Wonderful secures USD $150m Series B at a USD $2bn valuation to scale its agentic AI platform and triple headcount for global expansion.

By Karen Joy Bacudo • 3 min read • Fri, 13th Mar 2026
Qualtrics named Leader in Gartner Voice of Customer
Unified Communications

Qualtrics named Leader in Gartner Voice of Customer

Qualtrics named Leader in Gartner Voice of the Customer report, topping rivals for execution and vision as AI reshapes CX platforms.

By Mark Tarre • 4 min read • Fri, 13th Mar 2026
Alchelyst merger creates unified private markets platform
Digital Transformation

Alchelyst merger creates unified private markets platform

Alchelyst merges with Lyra Client Solutions to form a unified tech-enabled private markets servicing platform led by founder Joan Kehoe.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Mar 2026
Sinch unveils Voice Relay to power AI-driven calls
Unified Communications

Sinch unveils Voice Relay to power AI-driven calls

Sinch launches Voice Relay, linking text-based AI agents to live calls to streamline customer support on its expanded global voice network.

By Joseph Gabriel Lagonsin • 4 min read • Fri, 13th Mar 2026
Mitel unveils WX framework for unified workforce comms
Unified Communications

Mitel unveils WX framework for unified workforce comms

Mitel debuts WX, a role-aware, AI-enabled comms framework unifying frontline, mobile, knowledge and contact centre workers on one layer.

By Sofiah Nichole Salivio • 4 min read • Fri, 13th Mar 2026
Zotefoams launches global partner network to boost growth
DevOps

Zotefoams launches global partner network to boost growth

Zotefoams unveils a Global Partner Programme to align vetted distributors and fabricators worldwide and support higher-value growth.

By Sean Mitchell • 3 min read • Thu, 12th Mar 2026
Zendesk to acquire Forethought in agentic AI expansion
Digital Transformation

Zendesk to acquire Forethought in agentic AI expansion

Zendesk to buy AI agent platform Forethought in its biggest deal in nearly 20 years, betting on self-improving automation in customer service.

By Mark Tarre • 4 min read • Thu, 12th Mar 2026
Banks lag ISO 20022 deadline as data issues persist
Digital Transformation

Banks lag ISO 20022 deadline as data issues persist

Nearly half of banks risk missing key ISO 20022 rules due November 2026, despite heavy spend and persistent data and systems gaps.

By Shannon Williams • 4 min read • Thu, 12th Mar 2026
Gamma urges diagnosis-led rethink of customer experience
EduTech

Gamma urges diagnosis-led rethink of customer experience

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

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Mar 2026

Stories from Other Regions

Customer service stories

BackOps secures USD $26m to automate logistics chains
Unified Communications

BackOps secures USD $26m to automate logistics chains

BackOps secures USD $26m Series A to scale AI-driven logistics tools that automate exception handling and cut manual supply chain work.

By Karen Joy Bacudo • 4 min read • Sat, 14th Mar 2026
Why 'good enough' voice tools quietly cost businesses
Customer Relationship Management

Why 'good enough' voice tools quietly cost businesses

'Good enough' voice tools quietly drain time, frustrate staff and erode service, as hidden frictions multiply across calls, teams and offices.

By Sofiah Nichole Salivio • 7 min read • Sat, 14th Mar 2026
Irish firms waste EUR €720 million on failed AI projects
Data Protection

Irish firms waste EUR €720 million on failed AI projects

Irish enterprises have squandered an estimated EUR €720 million on failed AI projects as poor strategy, bias and explainability woes derail plans.

By Mark Tarre • 3 min read • Thu, 12th Mar 2026
Socotra launches embedded AI assistant for underwriters
Digital Transformation

Socotra launches embedded AI assistant for underwriters

Socotra unveils embedded AI assistant for underwriters, promising rapid setup, governance controls and live risk insights across products.

By Sean Mitchell • 3 min read • Thu, 12th Mar 2026