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Customer service Stories - Page 24

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Customer service stories

AI tops CEO earnings calls as bubble fears intensify
Network Infrastructure

AI tops CEO earnings calls as bubble fears intensify

AI dominates CEO earnings calls for the first time, as leaders pair record investment pledges with mounting warnings of an AI market bubble.

By Sean Mitchell • 5 min read • Fri, 19th Dec 2025
Tech Mahindra, Google Cloud push agentic AI in Gemini
Manufacturing

Tech Mahindra, Google Cloud push agentic AI in Gemini

Tech Mahindra and Google Cloud will scale Gemini 2.5-based agentic AI to move enterprises from pilots to production-grade, governed workflows.

By Catherine Knowles • 4 min read • Fri, 19th Dec 2025
AI agents expose data, security & skills bottlenecks
Data Protection

AI agents expose data, security & skills bottlenecks

AI agents are set to strain data, security and talent in 2026, as enterprises bet on a few core frameworks and brace for identity attacks.

By Kaleah Salmon • 5 min read • Thu, 18th Dec 2025
UK firms see responsible AI as key competitive edge
Digital Transformation

UK firms see responsible AI as key competitive edge

Most UK business leaders say responsible AI will be a key competitive edge within three years, but many still struggle to put it into practice.

By Catherine Knowles • 4 min read • Thu, 18th Dec 2025
Study finds value for money trumps price in eCommerce
Data Analytics

Study finds value for money trumps price in eCommerce

Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me's study of reviews finds.

By Catherine Knowles • 4 min read • Thu, 18th Dec 2025
Hyland named IDC leader for intelligent document AI
Hybrid Cloud

Hyland named IDC leader for intelligent document AI

Hyland has been ranked a Leader in IDC's 2025-2026 MarketScape for intelligent document processing, citing its agentic automation strategy.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Black Friday returns surge threatens brands' profits
Unified Communications

Black Friday returns surge threatens brands' profits

Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
ServiceNow buys Moveworks to build AI 'front door'
Digital Transformation

ServiceNow buys Moveworks to build AI 'front door'

ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Retailers hit by 'Christmas Returns Hangover' surge
Unified Communications

Retailers hit by 'Christmas Returns Hangover' surge

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

By Sean Mitchell • 4 min read • Wed, 17th Dec 2025
Odigo acquisition boosts ALE Connect hybrid CCaaS push
Unified Communications

Odigo acquisition boosts ALE Connect hybrid CCaaS push

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

By Sean Mitchell • 4 min read • Tue, 16th Dec 2025
SonicWall rolls out AI chat & tools for self-service
Firewalls

SonicWall rolls out AI chat & tools for self-service

SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.

By Sean Mitchell • 4 min read • Mon, 15th Dec 2025

Stories from Other Regions

Customer service stories

Royal London adopts Seismic to enhance client service
Document Management

Royal London adopts Seismic to enhance client service

Royal London Asset Management adopts Seismic's AI-driven platform to streamline client content, boost productivity and tighten compliance controls.

By Catherine Knowles • 4 min read • Fri, 19th Dec 2025
Aviva expands TCS deal to run more UK life policies
Digital Transformation

Aviva expands TCS deal to run more UK life policies

Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.

By Catherine Knowles • 4 min read • Fri, 19th Dec 2025
Microsoft cloud region powers New Zealand's AI growth
Agricultural Technology

Microsoft cloud region powers New Zealand's AI growth

Microsoft's NZ North cloud hub is powering Aotearoa's AI push, cutting costs, boosting skills and running on 100 per cent renewable energy.

By Melania Watson • 5 min read • Fri, 19th Dec 2025
SimplyBook.me launches AI voice tool for bookings
Data Protection

SimplyBook.me launches AI voice tool for bookings

SimplyBook.me rolls out AI Voice Booking, letting customers schedule appointments by speaking naturally on websites, WhatsApp and social channels.

By Melania Watson • 4 min read • Fri, 19th Dec 2025
Zen Internet earns third Great Place To Work title
Human Capital Management

Zen Internet earns third Great Place To Work title

Zen Internet has secured Great Place To Work certification for 2025, its third title, after 85% of staff called it a great workplace.

By Kaleah Salmon • 4 min read • Thu, 18th Dec 2025
From metrics to meaning: Rethinking KPIs in contact centres
Unified Communications

From metrics to meaning: Rethinking KPIs in contact centres

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

By Richard Lundgren • 5 min read • Wed, 17th Dec 2025
Q&A: How AI helps CX teams stay resilient through the holiday rush
Unified Communications

Q&A: How AI helps CX teams stay resilient through the holiday rush

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

By Simon Hayward • 4 min read • Tue, 16th Dec 2025