The strategic co-engineering alliance between Commonwealth Bank of Australia (CBA) and Microsoft marks a watershed moment  for enterprise technology, customer experience (CX), and contact centre architecture in Australia. As the nation’s largest financial institution deepens its integration with Microsoft Azure and generative artificial intelligence capabilities, the deal offers a blueprint for how large enterprises intend …

AI agents are reshaping customer service, particularly across chat and messaging. But when something goes wrong, when stakes are high and time is short, Australians still turn to the tried and tested phone call to resolve their issue. Yet itʼs the channel most organisations have been slowest to bring into line with broader customer expectations. …