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Customer service Stories - Page 16

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Customer service stories

Talkdesk debuts AI workflow tools to automate email CX
Customer Relationship Management

Talkdesk debuts AI workflow tools to automate email CX

Talkdesk unveils Automation Flows and extends Autopilot to email, promising end-to-end AI handling of complex, multi-system CX workflows.

By Sean Mitchell • 3 min read • Thu, 26th Feb 2026
Ricoh again named Leader in IDC high-speed inkjet study
Digital Transformation

Ricoh again named Leader in IDC high-speed inkjet study

Ricoh has secured Leader status for the third time in IDC's global high-speed inkjet MarketScape, citing innovation, service and reliability.

By Mark Tarre • 3 min read • Thu, 26th Feb 2026
Forrester predicts cautious surge in humanoid robots
Digital Transformation

Forrester predicts cautious surge in humanoid robots

Forrester sees humanoid robots shifting from trials to targeted deployment, promising efficiency gains but slowed by cost, complexity and risk.

By Sean Mitchell • 4 min read • Wed, 25th Feb 2026
How to hike the chasm from AI hype to reality in customer experience
Data Protection

How to hike the chasm from AI hype to reality in customer experience

Firms face a chasm between AI hype and CX reality, with security, compliance and organisational readiness the real keys to progress.

By Brad Murdoch • 9 min read • Wed, 25th Feb 2026
Zoom unveils Virtual Agent 3.0 for complex CX tasks
Unified Communications

Zoom unveils Virtual Agent 3.0 for complex CX tasks

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 25th Feb 2026
General Magic raises USD $7.2m to speed insurance AI
Customer Relationship Management

General Magic raises USD $7.2m to speed insurance AI

General Magic secures USD $7.2m to grow SMS-based AI agents that cut insurance quote times to minutes and slash inbound calls by 30%.

By Sofiah Nichole Salivio • 5 min read • Wed, 25th Feb 2026
AWS sets telco agenda with cloud & agentic AI for 6G
Software-as-a-Service

AWS sets telco agenda with cloud & agentic AI for 6G

AWS sets a three-point telco plan, pushing cloud modernisation, agentic AI automation and 6G-ready, satellite-linked network designs.

By Mark Tarre • 5 min read • Tue, 24th Feb 2026
Beyond technology: How leadership drives contact centre performance
Unified Communications

Beyond technology: How leadership drives contact centre performance

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

By Ed Creasey • 5 min read • Mon, 23rd Feb 2026
SAP rebrands Emarsys as Engagement Cloud for AI CX
Software-as-a-Service

SAP rebrands Emarsys as Engagement Cloud for AI CX

SAP renames Emarsys as Engagement Cloud, adding an enterprise edition to unify governed, AI-driven customer interactions across systems.

By Sofiah Nichole Salivio • 3 min read • Sat, 21st Feb 2026
MaxContact Australia rebrands as Kaizn in CX advisory pivot
Customer Relationship Management

MaxContact Australia rebrands as Kaizn in CX advisory pivot

MaxContact Australia has rebranded as Kaizn, shifting focus to independent CX and contact centre advisory across Australia and New Zealand.

By Shannon Williams • 4 min read • Fri, 20th Feb 2026
8x8 unveils Smart Assist to boost AI contact centres
Unified Communications

8x8 unveils Smart Assist to boost AI contact centres

8x8 debuts Smart Assist, embedding real-time AI guidance and automated summaries into its contact centre workspace to speed agent workflows.

By Catherine Knowles • 4 min read • Fri, 20th Feb 2026

Stories from Other Regions

Customer service stories

Vodafone trials in-store wellbeing staff for vulnerable customers
Customer Experience

Vodafone trials in-store wellbeing staff for vulnerable customers

Vodafone is piloting in-store Customer Wellbeing Specialists in 12 Australian shops to support vulnerable customers facing complex issues.

By Mark Tarre • 3 min read • Thu, 26th Feb 2026
WiseTech to axe 2,000 jobs as AI reshapes workforce
Unified Communications

WiseTech to axe 2,000 jobs as AI reshapes workforce

WiseTech will cut about 2,000 roles, a third of its staff, as it leans on AI, echoing wider structural job shifts across major employers.

By Shannon Williams • 4 min read • Thu, 26th Feb 2026
AI-powered contextual service now critical in Australia
Unified Communications

AI-powered contextual service now critical in Australia

AI-powered contextual service is now make-or-break in Australia, with CX leaders warning one unresolved issue can lose a customer forever.

By Shannon Williams • 4 min read • Thu, 26th Feb 2026
Kubus expands leadership to drive five year growth plan
Firewalls

Kubus expands leadership to drive five year growth plan

Kubus reshapes senior leadership, appointing new heads across finance, operations and revenue to fuel a five-year global growth drive.

By Sofiah Nichole Salivio • 4 min read • Thu, 26th Feb 2026
UK airlines turn to agentic AI & WhatsApp to cut queues
Customer Relationship Management

UK airlines turn to agentic AI & WhatsApp to cut queues

UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.

By Joseph Gabriel Lagonsin • 3 min read • Wed, 25th Feb 2026
Philippine Airlines cuts waits with AI contact centre
Unified Communications

Philippine Airlines cuts waits with AI contact centre

Philippine Airlines slashes call waits to under a minute with Twilio-powered AI, targeting a 'super AI agent' handling most queries by 2026.

By Sofiah Nichole Salivio • 5 min read • Wed, 25th Feb 2026
RBC forms new AI unit targeting CAD $1 billion by 2027
Digital Transformation

RBC forms new AI unit targeting CAD $1 billion by 2027

Royal Bank of Canada creates AI Group reporting to CEO, targeting up to CAD $1 billion in AI-driven enterprise value by 2027.

By Jake MacAndrew • 3 min read • Sat, 21st Feb 2026