Self-service Stories

Global Stories

Self-service stories

Druid AI report finds AI agent use concentrated in key tasks

Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.

By Sofiah Nichole Salivio • 3 min read • Last week

Multi-factor authentication

Freshworks data shows after-hours IT support gap widens

Nearly half of IT help requests now land after hours, leaving staff waiting longer for routine fixes as flexible work reshapes support demand.

By Sofiah Nichole Salivio • 4 min read • Last month

Unified Communications

Parloa study finds big firms make customer contact hard

Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.

By Shannon Williams • 4 min read • Last month

Software-as-a-Service

8x8 launches AI Studio for customer experience agents

Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.

By Catherine Knowles • 4 min read • Last month

Unified Communications

Gamma champions quick CX wins to cut friction & risk

Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.

By Sofiah Nichole Salivio • 9 min read • Thu, 19th Mar 2026

Digital Transformation

Workday unveils Sana, an AI hub for HR, finance & apps

Workday launches Sana, a conversational AI hub to search, act and automate workflows across its HR, finance tools and third-party apps.

By Mark Tarre • 5 min read • Wed, 18th Mar 2026

EduTech

Gamma urges diagnosis-led rethink of customer experience

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 12th Mar 2026

EduTech

Tap into the future: How the University of Sydney transformed campus life with digital ID

University of Sydney swaps ageing plastic cards for tap-and-go digital IDs, transforming access, security and sustainability across campus.

By Gallagher Security • 6 min read • Tue, 10th Mar 2026

Digital Transformation

How the universal adoption of AI can help women in insurance balance the scales

As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.

By Laura Drabik • 4 min read • Mon, 9th Mar 2026

Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026

Stories from Other Regions

Self-service stories

Network Infrastructure

Gamma launches GCE in Singapore for APAC partner links

Singapore's strict licensing and Singtel's dominance make Gamma's partner-led APAC plan a test of whether wholesale routes can open the market.

By Sofiah Nichole Salivio • 5 min read • Last week

Wearables

UK shoppers want tech to support store staff, survey says

Shoppers are backing connected-store spending only if it helps staff answer queries faster, with 59% finding tech frustrating without human support.

By Sean Mitchell • 4 min read • Last week

Data Protection

eir business inks ServiceNow deal for managed services

Customers across Ireland will get a single portal for service requests and incident updates as eir business shifts onto ServiceNow's AI platform later this year.

By Karen Joy Bacudo • 4 min read • Last month

Software-as-a-Service

Loop launches AI suite to cut retailer returns costs

Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.

By Sean Mitchell • 4 min read • Last month