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Customer service stories

Australian firms warned on narrow AI view by executive
Digital Transformation

Australian firms warned on narrow AI view by executive

Executives risk missing AI's bigger gains if they keep treating it as an IT tool, with some firms already lagging global peers on investment and strategy.

By Karen Joy Bacudo • 4 min read • Last week
Mayhew book urges firms to start AI with workflows
Digital Transformation

Mayhew book urges firms to start AI with workflows

Businesses risk wasting AI spend unless they first map routine requests and hidden handoffs, Clive Mayhew argues in a new book.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Global Stories

Customer service stories

Orange deploys AI agents for billing support queries
Customer Experience

Orange deploys AI agents for billing support queries

Customers in several countries can now get billing and account answers from Orange's AI agents, which are restricted to internal records and costs.

By Karen Joy Bacudo • 3 min read • Yesterday
Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027
Customer Relationship Management

Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027

Brands will face sharper pressure in 2027 to prove loyalty spend lifts customer value, as AI exposes gaps in customer data and service.

By Billy Loizou • 4 min read • Yesterday
8x8 reports record USD $188 million revenue on AI surge
Unified Communications

8x8 reports record USD $188 million revenue on AI surge

Paid AI usage among customers jumped 232% from a year earlier as 8x8 booked record quarterly service revenue of USD $188 million.

By Karen Joy Bacudo • 4 min read • Last week
Blue Yonder launches AI-native order management tool
Digital Transformation

Blue Yonder launches AI-native order management tool

Retailers and distributors are being offered tighter control over inventory, cancellations and fulfilment costs as Blue Yonder adds AI agents to order management.

By Mara Sugue • 4 min read • Last week
Genesys expands AI engineers to speed customer rollouts
Digital Transformation

Genesys expands AI engineers to speed customer rollouts

By tackling integration and governance hurdles, the new engineering model aims to help enterprises move agentic AI customer service projects into production faster.

By Mara Sugue • 4 min read • Last week
Google brings multimodal BigQuery analytics into GA
Data Analytics

Google brings multimodal BigQuery analytics into GA

Teams can now analyse images, video and documents in BigQuery without moving them out of Cloud Storage, cutting context loss and extra pipelines.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Stories from Other Regions

Customer service stories

EZRA launches new AI coaching service for managers
Digital Transformation

EZRA launches new AI coaching service for managers

Middle managers could now get coaching previously reserved for executives, as EZRA says its AI and human blend lifts behavioural change by 37%.

By Mara Sugue • 3 min read • Last week
WHSmith rolls out x-hoppers across more than 300 UK stores
Digital Transformation

WHSmith rolls out x-hoppers across more than 300 UK stores

Pilot results showing up to a 22% sales lift have prompted WHSmith to extend the system to more than 300 UK travel stores.

By Sofiah Nichole Salivio • 3 min read • Last week
Shoppers prefer AI for research but want humans for issues
Generative AI

Shoppers prefer AI for research but want humans for issues

Confidence drops sharply when AI enters checkout and delivery, with most shoppers still wanting a person to sort late, damaged or wrong orders.

By Karen Joy Bacudo • 4 min read • Last week
EY launches Studio+ Ireland team to boost AI delivery
Digital Transformation

EY launches Studio+ Ireland team to boost AI delivery

The new unit aims to help clients turn AI pilots into everyday use while managing cost, risk and regulation, EY said.

By Karen Joy Bacudo • 5 min read • Last week
Singapore SMEs embrace AI as delivery demand rises
Digital Transformation

Singapore SMEs embrace AI as delivery demand rises

Rising delivery pressure is pushing Singapore SMEs to use AI and automation, with 48% already doing so as logistics costs stay under strain.

By Mara Sugue • 3 min read • Last week
Evolve opens Chennai solar centre with Jonty Rhodes
Manufacturing

Evolve opens Chennai solar centre with Jonty Rhodes

Homeowners can now buy rooftop solar from one provider, with transparent pricing, warranty support and installation under a single roof in Chennai.

By Mara Sugue • 3 min read • Last week
8x8 adds customer context tools across support channels
Customer Relationship Management

8x8 adds customer context tools across support channels

Customers should no longer need to repeat themselves as 8x8 rolls out shared histories and AI tools across voice, SMS and WhatsApp channels.

By Sofiah Nichole Salivio • 3 min read • Last week
Bites raises USD $40 million to train deskless workers
Manufacturing

Bites raises USD $40 million to train deskless workers

The new money will fund US expansion and deepen its video-based platform for deskless staff, who often miss traditional corporate training.

By Karen Joy Bacudo • 5 min read • Last week
Upstream Works launches Totalix via partner network
Software-as-a-Service

Upstream Works launches Totalix via partner network

The platform will be sold through more than 50 partners from December 1, aiming to cut contact centre changes to same-day tasks for customers.

By Regine Laguilles • 4 min read • Last week