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Customer service stories

Most CX leaders see little AI impact, despite spend
Digital Transformation

Most CX leaders see little AI impact, despite spend

Most firms are still increasing AI budgets, even as 57% of CX leaders say the technology has delivered little or no impact on operations.

By Sean Mitchell • 4 min read • Last week
Quiq launches Verified Intelligence for enterprise AI
Software-as-a-Service

Quiq launches Verified Intelligence for enterprise AI

Enterprise buyers are demanding proof that AI agents can be audited, tested and constrained before they go live in customer service.

By Sean Mitchell • 4 min read • Last week
NiCE awards honour AI leaders in customer experience
Digital Transformation

NiCE awards honour AI leaders in customer experience

AI is reshaping contact centres as NiCE's 2026 awards spotlight retailers, banks and telecoms cutting costs and improving service.

By Sofiah Nichole Salivio • 4 min read • Last week
Vection wins Retelit certification for Algho AI platform
Digital Transformation

Vection wins Retelit certification for Algho AI platform

The certification opens Retelit's enterprise and public sector client base to Vection's Algho platform after live testing at an Italian data centre.

By Joseph Gabriel Lagonsin • 4 min read • Last week
East West acquires Vexos in Americas, Asia expansion
DataCentre infrastructure

East West acquires Vexos in Americas, Asia expansion

Customers in medical, aerospace and AI data centre markets gain a wider production base as East West adds Vexos' sites in five countries.

By Joseph Gabriel Lagonsin • 3 min read • Last week
AnywhereNow puts Tendfor into Microsoft Marketplace
Software-as-a-Service

AnywhereNow puts Tendfor into Microsoft Marketplace

Microsoft customers can now buy a Teams-based contact centre and reception tool through its marketplace, simplifying procurement and deployment.

By Sean Mitchell • 4 min read • Last week
Genesys names new partner chiefs to expand AI push
Software-as-a-Service

Genesys names new partner chiefs to expand AI push

The appointments signal a sharper partner-led route to market as the software group pushes AI deeper into customer service systems used by thousands.

By Mark Tarre • 3 min read • Last week
RemoFirst tops Employ Borderless's inaugural EOR awards
Hybrid & Remote Work

RemoFirst tops Employ Borderless's inaugural EOR awards

The new rankings may sway firms weighing cross-border hires, with RemoFirst named Employ Borderless's top employer of record provider.

By Sofiah Nichole Salivio • 4 min read • Last week
Logile & ReThink Productivity partner on retail ops
Software-as-a-Service

Logile & ReThink Productivity partner on retail ops

Retailers could cut lost sales as the tie-up links labour planning with productivity analysis across the UK and EMEA.

By Mark Tarre • 4 min read • Last week
Sidetrade wins Hackett innovation award for AI overhaul
DevOps

Sidetrade wins Hackett innovation award for AI overhaul

The award reflects measurable gains from Sidetrade's AI-led redesign, which cut feature delivery from 60 days to three and slashed staffing needs.

By Joseph Gabriel Lagonsin • 5 min read • Last week
TP backs dtcpay's Asia-Pacific payments support push
Fintech

TP backs dtcpay's Asia-Pacific payments support push

Multilingual 24/7 support is becoming essential as Asia-Pacific payments firms race to reassure merchants using stablecoin-linked services.

By Karen Joy Bacudo • 4 min read • Last week

Stories from Other Regions

Customer service stories

Food Alert warns of AI food fraud in UK hospitality
Risk & Compliance

Food Alert warns of AI food fraud in UK hospitality

Food businesses face refund losses and regulatory checks as AI-made complaints and images are increasingly used to allege food safety failings.

By Mark Tarre • 5 min read • Last week
Utilities & telecoms firms face widespread payment woes
Fintech

Utilities & telecoms firms face widespread payment woes

Payment disruptions are worsening customer experience at utilities and telecoms firms, with 99% of respondents reporting some form of issue.

By Mark Tarre • 3 min read • Last week
CommBank rolls out Microsoft-built customer service AI
Software-as-a-Service

CommBank rolls out Microsoft-built customer service AI

The bank says the platform is already resolving more enquiries end to end, as it replaces legacy systems across 2 million monthly conversations.

By Mark Tarre • 5 min read • Last week
UK shoppers back security checks but quit slow checkouts
Fintech

UK shoppers back security checks but quit slow checkouts

Payment providers risk losing sales as four in ten UK shoppers abandon purchases when security checks delay or fail at checkout.

By Sofiah Nichole Salivio • 4 min read • Last week
Envisage names Steve Boyes Managing Director for Ireland
Software-as-a-Service

Envisage names Steve Boyes Managing Director for Ireland

Expansion across Ireland is being targeted as Steve Boyes takes charge of Envisage's leadership, sales growth and customer service.

By Sofiah Nichole Salivio • 3 min read • Last week
The Hidden Cost of Bad Contact Data for Australian Finance Teams
Customer Relationship Management

The Hidden Cost of Bad Contact Data for Australian Finance Teams

Bad contact data is costing large Australian organisations hundreds of thousands of dollars a year through delayed payments, fraud risk and wasted spend.

By Edmund Ng • 5 min read • Last week
Kinetic IT warns AI access is a business continuity risk
Disaster Recovery

Kinetic IT warns AI access is a business continuity risk

Temporary loss of access to a frontier model could disrupt service delivery, compliance and operations as AI enters core business systems.

By Sean Mitchell • 4 min read • Last week