Customer service stories

UK payment and betting firms warned to brace for surge in regret-driven card disputes in wake of late-night Super Bowl wagering.

Spreetail will extend its Shareback profit-sharing programme, aiming to help squeezed eCommerce brands protect margins amid rising costs.

Britons now say thanks more often to AI chatbots and satnavs than to colleagues, as new research reveals a growing ‘digital manners’ trend.

New research warns that nearly half of over 3 million AI agents in US and UK firms run ungoverned, exposing data and systems to rising risks.

ANZ deploys AI-powered Salesforce CRM across business bank, promising faster service, streamlined workflows and time savings for frontline staff.

8x8 reports triple-digit growth in AI voice and messaging for CX, as contact centres scale automation beyond pilots across channels.

After losing his job, David Owasi grew OutreachGenius into an AI call-handler for trades - and now has his sights set on space technology.

Most UK IT chiefs hail AI as vital to net-zero, yet over half admit they cannot accurately measure its carbon emissions or green impact.

Zendesk promotes Craig Flower to chief operating officer, tasking him with accelerating its AI-first customer service and operations strategy.

Address validation on Shopify cuts failed deliveries, trims shipping costs and boosts loyalty by ensuring accurate, standardised customer data.

Prism Sound taps Amber Technology to distribute its full pro audio range and bolster local support across Australia and New Zealand.

SkedGo debuts TripGo Mobility AI, tying LLM-powered chat to verified live transport data for precise, accessible multimodal journey planning.

Security, privacy and data protection will command the biggest tech spend for Australian retail SMBs in 2026, ahead of AI and global growth.

Genspark rolls out its AI call agent to over 40 countries using Twilio voice tech, handling bookings, support and multilingual calls at scale.

Salesforce denies axing 4,000 jobs for AI as critics question Agentforce reliability and the need for hard-coded fallbacks in workflows.

Herzing College urges tech resellers to embrace vocational training to close critical AI, cybersecurity and cloud skills gaps.

By 2026, business travel programmes will be smarter, data‑driven and AI‑powered, making trips smoother for both travellers and employers.

20i unveils Twentie, an AI assistant embedded in its hosting platform, offering account-aware support, reports and analytics with unlimited use.

Contact centre staff report rising morale and stronger support, yet many remain uneasy and undertrained as AI tools spread through their work.

TELUS survey finds most Canadians and Americans use AI but overwhelmingly want stricter regulation, safety checks and clearer explanations.