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eDesk appoints Gareth Cummings as CEO to drive AI push
Software-as-a-Service

eDesk appoints Gareth Cummings as CEO to drive AI push

eDesk names Gareth Cummings as CEO, tasking the AI veteran with leading an 'AI-first' expansion drive across EMEA and North America.

By Sofiah Nichole Salivio • 4 min read • Tue, 20th Jan 2026
European banks see AI cutting jobs mainly via attrition
Digital Transformation

European banks see AI cutting jobs mainly via attrition

European banks expect AI to shrink staff only slightly, with most projected job losses coming through routine attrition, not mass cuts.

By Karen Joy Bacudo • 4 min read • Mon, 19th Jan 2026
Elyos AI raises USD $13m to scale trade service agents
Software-as-a-Service

Elyos AI raises USD $13m to scale trade service agents

Elyos AI raises USD $13m to grow its AI agents that answer calls, book jobs and automate admin for trades and field service firms.

By Mark Tarre • 3 min read • Mon, 19th Jan 2026
Hayo boosts mobile registry to combat SIM swap fraud
Firewalls

Hayo boosts mobile registry to combat SIM swap fraud

Hayo upgrades its National Mobile Registry with real-time tools to detect SIM swap fraud, stolen phones and illegal devices on networks.

By Mark Tarre • 4 min read • Fri, 16th Jan 2026
Rimini Street honoured for agentic AI & client success
Storage

Rimini Street honoured for agentic AI & client success

Rimini Street secures multiple awards for agentic AI, customer service and leadership, as Hitachi Vantara client also earns industry honour.

By Sofiah Nichole Salivio • 4 min read • Fri, 16th Jan 2026
Newo.ai, IONOS launch AI receptionist for small firms
Digital Transformation

Newo.ai, IONOS launch AI receptionist for small firms

Newo.ai and IONOS have launched a plug-and-play AI receptionist, promising SMEs 24/7 call handling, missed lead recovery and quick setup.

By Catherine Knowles • 3 min read • Fri, 16th Jan 2026
Manhattan unveils AI agents across Manhattan Active suite
Unified Communications

Manhattan unveils AI agents across Manhattan Active suite

Manhattan rolls out embedded AI agents across its Active suite, promising real-time automation and custom agent creation for retailers.

By Sean Mitchell • 4 min read • Fri, 16th Jan 2026
FourKites forms advisory board to shape manufacturing tech
Software-as-a-Service

FourKites forms advisory board to shape manufacturing tech

FourKites has created a manufacturing advisory board of senior supply chain leaders to steer its product roadmap and AI-driven logistics tools.

By Catherine Knowles • 3 min read • Thu, 15th Jan 2026
Five9 & Google Cloud launch unified AI contact centre CX
Unified Communications

Five9 & Google Cloud launch unified AI contact centre CX

Five9 and Google Cloud unveil a joint AI-powered CX platform, unifying contact centre workflows and customer data across all channels.

By Shannon Williams • 3 min read • Thu, 15th Jan 2026
Babeltext unveils MC-ML-AI to turn chats into actions
Unified Communications

Babeltext unveils MC-ML-AI to turn chats into actions

Babeltext debuts MC-ML-AI, a standard to turn multilingual, multichannel customer chats into completed bookings, transactions and cases.

By Sofiah Nichole Salivio • 4 min read • Thu, 15th Jan 2026
Chargebacks surge threatens retailers' holiday profits
Data Analytics

Chargebacks surge threatens retailers' holiday profits

Chargebacks surge after record online holiday sales, with USD $181 billion in returns putting retailers' first-quarter profits at risk.

By Shannon Williams • 4 min read • Thu, 15th Jan 2026

Stories from Other Regions

Customer service stories

NZ launches AI advisory pilot for small businesses
Digital Transformation

NZ launches AI advisory pilot for small businesses

New Zealand launches an AI advisory pilot, offering up to NZD $15,000 co-funding to help small firms plan and safely adopt AI tools.

By Mark Tarre • 4 min read • Mon, 19th Jan 2026
LVLY shortlisted for three Inside Retail awards 2026
Customer Experience

LVLY shortlisted for three Inside Retail awards 2026

Australian online florist LVLY is shortlisted in three customer service and online retail categories at the 2026 Inside Retail awards.

By Sean Mitchell • 3 min read • Fri, 16th Jan 2026
Sage adds Copilot AI to Operations for supply chains
Manufacturing

Sage adds Copilot AI to Operations for supply chains

Sage has embedded its Copilot generative AI into Sage Operations to surface supply chain risks earlier and cut manual fulfilment checks.

By Sean Mitchell • 3 min read • Fri, 16th Jan 2026
UK firms struggle with shadow AI & weak data controls
Data Protection

UK firms struggle with shadow AI & weak data controls

Shadow AI and shaky data foundations are undermining UK corporate AI rollouts, with leaders warning of weak controls and executive blind spots.

By Karen Joy Bacudo • 4 min read • Thu, 15th Jan 2026
StarHub unveils fast-service compact store at Suntec City
Robotics

StarHub unveils fast-service compact store at Suntec City

StarHub has launched a compact fast-service store at Suntec City, targeting office workers and city shoppers seeking quicker, human-led support.

By Karen Joy Bacudo • 3 min read • Thu, 15th Jan 2026
Partners Life names Debbie Eyre as new Chief Operating Officer
Digital Transformation

Partners Life names Debbie Eyre as new Chief Operating Officer

Partners Life has appointed experienced insurance leader Debbie Eyre as chief operating officer, with her role to begin in February 2026.

By Melania Watson • 3 min read • Thu, 15th Jan 2026