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Customer service Stories

UK Stories

Customer service stories

Payment outages fuel abuse of shop staff, study says
Customer Experience

Payment outages fuel abuse of shop staff, study says

Customer patience can snap within minutes of card failures, leaving shop and hospitality staff to absorb abuse during outages.

By Sofiah Nichole Salivio • 4 min read • Yesterday
UK chief executives boost M&A as AI drives dealmaking rise
Digital Transformation

UK chief executives boost M&A as AI drives dealmaking rise

EY-Parthenon says dealmaking is shifting towards AI and technology as 87% of UK chief executives expect their M&A appetite to rise.

By Karen Joy Bacudo • 4 min read • 2 days ago
Quantexa wins £175 million HMRC data modernisation deal
Data Analytics

Quantexa wins £175 million HMRC data modernisation deal

The ten-year programme is set to help HMRC unify fragmented records, improve compliance and widen the use of governed AI across its operations.

By Mark Tarre • 3 min read • Last week

Global Stories

Customer service stories

Infobip named Gartner CPaaS leader in 2026 ranking
Software-as-a-Service

Infobip named Gartner CPaaS leader in 2026 ranking

The ranking strengthens Infobip's position with enterprise buyers as CPaaS vendors compete to bundle messaging, voice and AI tools.

By Sean Mitchell • 3 min read • Today
Snom launches A350D Bluetooth headset for work calls
Unified Communications

Snom launches A350D Bluetooth headset for work calls

Workers in noisy offices will get clearer calls from a binaural headset built for speech, with noise reduction and multipoint Bluetooth.

By Sofiah Nichole Salivio • 3 min read • Today
Redis launches Iris platform to fix AI agent context
AIOps

Redis launches Iris platform to fix AI agent context

Production AI agents often fail on stale or fragmented data, and Redis is betting its new Iris platform can fix that runtime gap.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Tower cuts call times with Amazon Connect AI pilot
Digital Transformation

Tower cuts call times with Amazon Connect AI pilot

Customers now spend 796,000 fewer minutes on calls with the insurer after AI transcription cut handling times across sales, service and claims.

By Joseph Gabriel Lagonsin • 3 min read • Yesterday
PayPal & Anthropic launch AI course for small firms
Digital Transformation

PayPal & Anthropic launch AI course for small firms

Smaller firms could gain a route into AI as the free course tackles training gaps, with 73% saying they lack the tools to adopt it.

By Karen Joy Bacudo • 4 min read • Yesterday
Aramex portal gains 250,000 users as enquiries drop
Digital Transformation

Aramex portal gains 250,000 users as enquiries drop

Fewer calls about missing parcels are easing pressure on support teams as Aramex's self-service tracking portal attracts 250,000 users in six months.

By Sean Mitchell • 3 min read • Last week
Boomi, Gong tie AI agents to live customer revenue signals
Customer Relationship Management

Boomi, Gong tie AI agents to live customer revenue signals

Enterprise teams could soon turn sales calls into automated actions across finance, support and product systems without custom integration work.

By Mark Tarre • 4 min read • Last week
Boomi & Guru launch AI data partnership for agents
Digital Transformation

Boomi & Guru launch AI data partnership for agents

Businesses could get more reliable AI answers as verified knowledge is linked with live enterprise data across Boomi and Guru's platforms.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Simpro launches AI platform Lightning for field trades
Software-as-a-Service

Simpro launches AI platform Lightning for field trades

The rollout spans thousands of trade firms, promising quicker fixes and new AI tools to cut paperwork, disputes and admin costs.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

DBS to hire 500 more young Singaporeans as AI reshapes work
Digital Transformation

DBS to hire 500 more young Singaporeans as AI reshapes work

The lender is deepening its talent pipeline as automation reshapes entry-level jobs, with interns expected to make up most of this year's intake.

By Mark Tarre • 4 min read • Yesterday
Westcon-Comstor expands APAC support with DSE scheme
Hybrid Cloud

Westcon-Comstor expands APAC support with DSE scheme

The move gives APAC customers a named engineer and faster post-sales help as support demand rises across multi-vendor cloud and security setups.

By Sofiah Nichole Salivio • 3 min read • Yesterday
CommBank appoints first Chief AI Scientist in Australia
Robotics

CommBank appoints first Chief AI Scientist in Australia

The appointment underscores the lender's push to scale responsible AI as banks race to recruit academic talent and manage security and governance risks.

By Sean Mitchell • 4 min read • 2 days ago
Australian CEOs favour AI reskilling over job cuts
Digital Transformation

Australian CEOs favour AI reskilling over job cuts

Most Australian chief executives are using AI to reshape work and boost skills, with only one in five planning hiring cuts.

By Joseph Gabriel Lagonsin • 4 min read • Last week
LaGuardia Terminal B unveils AI hologram for travellers
Digital Transformation

LaGuardia Terminal B unveils AI hologram for travellers

Travellers at Terminal B can now ask a hologram for directions in English or Spanish, easing queues at LaGuardia's busy food hall.

By Sean Mitchell • 4 min read • Last week