News

Customer relationship management (CRM)

• February 16, 2026 16 Feb'26

  Pascal Brier, Capgemini: AI will prove its enterprise truth this year

  Capgemini’s chief innovation officer says the 2025 rise and deployment of artificial intelligence agents put enterprise AI progress on hold, but laid the ground for acceleration to come

• February 06, 2026 06 Feb'26

  ANZ rolls out AI agents for business bankers

  Australian lender claims to be the first in Asia-Pacific to deploy Salesforce Agentforce at scale, following a national roll-out of a CRM platform that consolidates data from different systems to ease administrative toil

• February 05, 2026 05 Feb'26

  Governance lags agentic AI adoption in the UK, says Salesforce

  Salesforce's ‘2026 Connectivity benchmark report’ points to an increase in enterprise agentic AI deployment, but highlights governance gaps and a siloed system that requires better orchestration

• January 29, 2026 29 Jan'26

  SAP overcomes rough start to post 8% growth

  SAP reports €36.8bn for 2025, up 8%, despite what CEO Christian Klein called a ‘rough start to the year’ due to geopolitical unrest from tariff conflict between the US and the EU

• January 28, 2026 28 Jan'26

  Nationwide expands Amazon Web Services partnership to delve deeper into AI

  Nationwide will have access to artificial intelligence-powered tools to help staff in their everyday interactions with its members

• January 22, 2026 22 Jan'26

  Macquarie Bank rolls out AI agent to personalise customer support

  Australian bank launches a 24/7 intelligent assistant capable of asynchronous human hand-off, joining the country’s major financial institutions in the race to deploy AI-powered services

• January 13, 2026 13 Jan'26

  AI to handle four in 10 customer queries in Singapore by 2027

  As companies turn to AI agents to solve manpower constraints, more than nine in 10 APAC consumers say they want clear explanations for AI-driven decisions

• January 12, 2026 12 Jan'26

  Woolworths to power Olive digital assistant with agentic AI

  The Australian retail giant is the first in the Asia-Pacific region to use Google’s Gemini Enterprise for Customer Experience to turn its chatbot into a proactive shopping partner

• January 09, 2026 09 Jan'26

  Salesforce advocates AI fluency framework alongside customers

  Salesforce has launched an ‘AI fluency playbook’ based on its own workforce’s experience, aimed at guiding customers on AI adoption, stressing what it sees as human-AI synergies

• December 31, 2025 31 Dec'25

  Top 10 business applications stories of 2025

  There is no doubt what took centre stage in the theatre of business applications in 25: agentic AI, surpassing pre-2022 AI, and generative AI. C-level executives bang the AI drum while enterprises find value

• December 16, 2025 16 Dec'25

  Singlife taps Salesforce Agentforce to drive agentic AI strategy

  The Singapore insurer has begun rolling out Salesforce Agentforce to assist customer service teams, with plans to extend the use of the technology to financial advisers and direct customer interactions

• December 12, 2025 12 Dec'25

  University of York plumps for Workday to spruce up HR and finance

  The University of York is replacing 57 HR and finance systems with a Workday platform, supported by KPMG, aiming for real-time insights and simpler processes

• December 03, 2025 03 Dec'25

  AWS CEO Garman pitches ‘billions of agents’ as enterprise AI future

  At Amazon Web Services’ annual conference in Las Vegas, CEO Matt Garman projected an agentic AI future for enterprises, with models trained on customers’ own data

• November 24, 2025 24 Nov'25

  Monday.com touts AI as cure for productivity slump

  At its Elevate conference in Sydney, the workflow management supplier showed off new artificial intelligence capabilities to tackle burnout, while showcasing customer wins from Tennis Australia, Ray White and Freedom

• November 17, 2025 17 Nov'25

  Salesforce: CIOs closer to the bridge than ever due to agentic AI

  Salesforce research finds CIOs closer than ever to steering the business, acting as strategic partners to their CEOs, thanks to the growth of agentic AI

• November 05, 2025 05 Nov'25

  SAP TechEd 2025: Make AI real, grind in data

  SAP TechEd in Berlin put an accent on building agentic and generative AI systems to create real business outcomes, beyond what its executives say is excessive hype

• October 29, 2025 29 Oct'25

  Monday.com eyes ASEAN growth with Singapore hub

  The work management specialist’s Collier Quay office will serve as its hub for Southeast Asia as it looks to build deeper relationships with a growing customer base

• October 17, 2025 17 Oct'25

  UK Salesforce execs: Agentforce begins to stoke new business forms

  Salesforce UK CEO Zahra Bahrololoumi and CTO Paul O’Sullivan put Dreamforce 2025 discourse about agentic AI into a UK context

• October 08, 2025 08 Oct'25

  TalkTalk undoes customer experience stack complexity to boost contact centre agents

  TalkTalk chief operating officer Neil Smith describes the firm’s journey out of CX stack complexity towards more empowered contact centre agents

• October 08, 2025 08 Oct'25

  SuiteWorld 2025: NetSuite unveils AI innovations for future business

  AI cloud ERP provider lifts lid on GenAI-based ecommerce tools and presents how embedded AI is enabling customers, partners and developers to integrate models, design custom agents, and compose next-gen workflows and experiences

• September 25, 2025 25 Sep'25

  Co-op declares cyber attack damage cost £206m

  Co-op reveals £206m costs from April cyber attack, with revenues hit, member data stolen and shelves emptied, exposing major retail supply chain vulnerabilities

• September 24, 2025 24 Sep'25

  NCA arrests man following cyber attack that disrupted air travel

  The NCA has arrested a man in West Sussex over the cyber attack on Collins Aerospace that disrupted Heathrow and other EU airports. He has been released on conditional bail

• September 24, 2025 24 Sep'25

  Salesforce shifts focus from AI models to agentic AI

  Rather than being preoccupied with large language models, Salesforce is now focused on building AI agents, with an eye on achieving what it calls ‘enterprise general intelligence’

• August 15, 2025 15 Aug'25

  Zendesk CTO on the new era of customer experience

  Zendesk once pushed its AI vision, but now customers are leading the charge. Its CTO, Jason Maynard, explains how this reversal is creating roles like the ‘bot manager’ and shaping the future of customer experience

• August 12, 2025 12 Aug'25

  Salesforce research: CFOs zealous for agentic AI

  A Salesforce study says chief financial officers have shifted from agentic artificial intelligence caution to putting the technology front and centre of their business strategies

• August 04, 2025 04 Aug'25

  Integrated platforms offer lifeline to Singapore’s F&B sector

  A partnership between payments firm Adyen and restaurant operating system provider Atlas is helping merchants to streamline operations, slashing errors by up to 80% and boosting sales as the sector faces record closures

• July 28, 2025 28 Jul'25

  Tesco IT problems lead to undelivered groceries and angry customers

  Tesco customers have been left without groceries after IT problems disrupted deliveries from stores and fulfilment centres

• July 24, 2025 24 Jul'25

  SAP Q2 2025: 9% revenue growth to €9bn, with steady pace in cloud ERP

  Amid what SAP CEO Klein has called this year’s ‘economic uncertainty’, the supplier posted 9% revenue growth for Q2 2025, with cloud revenue up 24%

• July 24, 2025 24 Jul'25

  Avaya accelerates Model Context Protocol for customer experience

  Latest part of corporate evolution sees enterprise software provider accelerate innovation-first ‘moonshot’ initiative into core customer experience platform’s 2025 roadmap

• July 21, 2025 21 Jul'25

  Interview: Alexandra Willis, director of digital media and audience development, The Premier League

  Digital media is core to engaging nearly two billion fans of Premier League football around the world, with data analytics and AI playing an ever-more important role

• July 07, 2025 07 Jul'25

  Zopa to embed into Manchester’s tech ecosystem

  Challenger bank Zopa plans to eventually have 500 staff in its Manchester office, which will launch next month

• July 02, 2025 02 Jul'25

  Qantas customer data exposed in contact centre breach

  Australian flag carrier is investigating significant data theft of personal information for up to six million customers after a third-party platform used by its call centre was compromised

• June 15, 2025 15 Jun'25

  Qualtrics targets ‘action gap’ with AI copilot

  The company’s Assist for CX tool aims to help organisations act on customer feedback, with one Australian airline already using it to slash insight times from months to hours

• June 12, 2025 12 Jun'25

  Agentforce London: 78% of UK companies use agentic AI, says Salesforce

  Salesforce released Digital Labour Trends survey data to coincide with its Agentforce London 2025 event that found 78% of UK organisations are using agentic AI

• June 03, 2025 03 Jun'25

  HMRC aims to improve customer service with £1.5bn IT investment

  The department is on the hunt for customer relationship management system and contact centre as a service suppliers, following criticism of its customer service

• June 02, 2025 02 Jun'25

  Agentic AI set to handle 68% of customer service interactions by 2028

  Research reveals that advanced artificial intelligence will drive more personalised, proactive and predictive support to transform customer experience delivery

• May 27, 2025 27 May'25

  Salesforce pays $8bn for Informatica to underpin agentic AI play

  Salesforce is to pay approximately $8bn for cloud data management specialist Informatica as it looks to shore up the foundations of its developing agentic AI strategy

• May 08, 2025 08 May'25

  Oracle NetSuite’s Goldberg: Autonomous AI next applications phase

  Speaking with Computer Weekly at SuiteConnect 2025 in London, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence in ERP is evolving

• April 10, 2025 10 Apr'25

  NetSuite bets big on built-in AI

  At its customer event in Sydney, Oracle NetSuite unveiled a suite of AI-powered features integrated directly into its platform at no extra cost in a bid to make AI more accessible to customers

• March 24, 2025 24 Mar'25

  Oracle plants agentic AI flag in business process automation

  Oracle promotes its Agentic AI Studio, unveiled at OracleCloud World Tour London, as an avowed business process automation accelerant

• March 24, 2025 24 Mar'25

  APIs key to unlocking AI agent potential, says MuleSoft

  Most Asia-Pacific IT leaders have either implemented or intend to deploy agentic AI in the next two years, but success will hinge on the implementation of APIs that AI agents rely on

• March 11, 2025 11 Mar'25

  Singapore Airlines to roll out Salesforce Agentforce

  Singapore’s flagship carrier is deploying Salesforce’s Agentforce AI agent platform to improve customer interactions and personalise experiences

• March 06, 2025 06 Mar'25

  TDX 2025: Salesforce vaunts Agentforce 2dx as evolved agentic AI platform

  Salesforce unveils Agentforce 2DX as further development of its autonomously agentic AI platform at its developer conference in San Francisco

• February 27, 2025 27 Feb'25

  CVE volumes head towards 50,000 in 2025, analysts claim

  Many trends, notably a big shift to open source tools, are behind an expected boom in the number of disclosed vulnerabilities

• February 24, 2025 24 Feb'25

  Zendesk to acquire Local Measure, boosting AI-powered voice capabilities

  The acquisition will strengthen Zendesk’s contact centre offering and integration with Amazon Connect, targeting larger enterprise clients

• February 17, 2025 17 Feb'25

  Liverpool reinvents customer service through digital platform

  Liverpool City Council wants to improve residents’ experience of dealing with the council, and sees digital technologies as key to achieving its goal

• February 05, 2025 05 Feb'25

  Crowd-source testing helps drive Webex accessibility

  Conferencing software Webex has a number of accessibility features built-in and has worked with Applause to test how well these work

• February 05, 2025 05 Feb'25

  APAC organisations to ramp up tech spending in 2025

  Organisations across the region are prioritising cyber security, customer experience and application development, even as they navigate cloud repatriation and a growing skills gap in AI and security

• February 04, 2025 04 Feb'25

  Can AI identify financially vulnerable people better than humans?

  Research from customer experience firm Nice finds that AI can identify financially vulnerable people better than humans and offer more comfortable channels for financial problem solving

• January 30, 2025 30 Jan'25

  Interview: Volvo’s engineering lead discusses tech stacks

  Volvo Cars’ approach to manufacturing is becoming more software-defined, built on top of what it calls ‘a superset tech stack’