Customer service Stories

UK Stories

Customer service stories

THG Ingenuity named UK eCommerce partner for Tata brands

The deal strengthens Tata Consumer Products' UK direct-to-consumer sales as brands increasingly seek closer customer ties through their own sites.

By Sofiah Nichole Salivio • 4 min read • 3 days ago

Manufacturing

AI could widen gender gap in UK manufacturing jobs

Women in UK manufacturing are far more exposed to generative AI than men, raising fears that automation could deepen sector inequalities.

By Mara Sugue • 4 min read • 3 days ago

Supply Chain

Diamond Logistics warns brands on peak season planning

Late planning could leave smaller online retailers facing higher delivery costs and scarce warehouse space during Black Friday and Christmas trading.

By Sofiah Nichole Salivio • 4 min read • Last week

Global Stories

Customer service stories

Digital Transformation

NiCE named Gartner CCaaS leader as AI revenue jumps

AI annual recurring revenue climbed to USD $362 million in the second quarter, as NiCE won a top Gartner ranking in cloud contact centre software.

By Joseph Gabriel Lagonsin • 3 min read • Today

Supply Chain

Aramex names Tim Martin regional chief for Europe, Americas

The appointment formalises his oversight of Aramex's second-largest revenue region, covering the UK, Europe and the Americas as trade flows shift.

By Mara Sugue • 3 min read • Yesterday

Digital Transformation

Zoom launches AI tools to link chats, meetings & work

The new tools are meant to cut time lost piecing together decisions across apps, while Zoom also expects to top USD $5 billion in annual revenue this year.

By Mara Sugue • 4 min read • Yesterday

Generative AI

Bunnings launches AI shopping assistant Buddy in NZ

New Zealand shoppers can now get project advice and product suggestions online as Bunnings rolls out Buddy across its website and app.

By Mara Sugue • 4 min read • 2 days ago

Customer Relationship Management

E-Commerce Data Quality: Prepare for Black Friday and Cyber Monday

Poor customer records can disrupt orders, marketing and service just as Black Friday and Cyber Monday traffic peaks across eCommerce sites.

By Bobby Joseph • 9 min read • 3 days ago

Supply Chain

The Hidden Cost of Supply Chain Complexity

Hidden inefficiencies are forcing firms to spend more time reconciling data, and to absorb higher transport and inventory costs across supply chains.

By Daniel Kohut • 5 min read • 3 days ago

Data Analytics

React warns AI must not replace management training

As employers roll out AI across the workplace, React says managers still need live practice to handle difficult conversations with judgement and empathy.

By Sean Mitchell • 4 min read • Last week

Private Cloud

Telecom operators turn to open AI models, Nvidia says

Broad support for open source could shape telecom AI spending, with 89% of respondents backing it for cost control, governance and local adaptation.

By Joseph Gabriel Lagonsin • 5 min read • Last week

Customer Relationship Management

Luware launches NimbusOne after Microsoft certification

Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Partner Programmes

DevRev joins OpenAI Marketplace as a launch partner

Enterprise customers can now direct part of their OpenAI commitment to DevRev's support and workflow tools, widening its sales reach.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Digital Transformation

Emotional intelligence key to loyalty as AI spreads

Retailers risk losing loyalty unless they pair faster AI-driven service with empathy, as customers judge brands more on how they feel than speed.

By Sofiah Nichole Salivio • 4 min read • Today

Artificial Intelligence

InTouch Credit Union boosts authentication with IDgo

The switch has cut call verification by up to 90 seconds and freed about 250 staff hours a month across 10,000 member calls.

By Sofiah Nichole Salivio • 4 min read • Today

Northland

Tai Tokerau councils tell $1.4b Northland Waters: Put affordability first

Households could face higher bills as Northland's councils push the new water provider to prioritise affordability over investment pressures.

By Susan Botting • 4 min read • Yesterday

Customer Relationship Management

monday.com launches Harmony voice AI for Australian sales

Australian sales teams face closer scrutiny over automated calls as monday.com rolls out a voice AI platform built for lead qualification and handovers.

By Mara Sugue • 4 min read • Yesterday