Customer service Stories

UK Stories

Customer service stories

NatWest tests AI spending insights & fraud support

Customers will be able to query spending patterns in natural language as the bank expands in-house AI after launching fraud triage support.

By Karen Joy Bacudo • 4 min read • 3 days ago

Global Stories

Customer service stories

Data Analytics

Avanade appoints Ben Beath as Chief AI Officer to lead

The appointment reflects rising pressure on services firms to turn AI from pilot projects into measurable gains for clients and their own operations.

By Sofiah Nichole Salivio • 3 min read • Today

Artificial Intelligence

Women in CTI report highlights varied paths into cyber

The report says threat intelligence teams could benefit from wider hiring pools as women bring skills from fields from marketing to the military.

By Sofiah Nichole Salivio • 4 min read • Today

Smart Cities

Journey Alerts launches Paris rail WhatsApp updates

More than 1.2 million daily commuters on two Paris lines can now get disruption alerts on WhatsApp, as SNCF Transilien tests new passenger messaging.

By Sofiah Nichole Salivio • 4 min read • Today

Digital Transformation

Banking's channel problem is really an accountability problem

Customers are forced to repeat themselves as banks split branch, app and call centre teams, leaving hand-offs poorly owned and journeys broken.

By Peter Kalen • 3 min read • 2 days ago

Digital Transformation

UiPath: AI agents force rethink of junior tech roles

Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.

By David Shilovsky • 5 min read • 3 days ago

Digital Transformation

Abbyy names Paula Sanders Chief Customer Experience Officer

The restructure aims to cut handoffs between sales, support and implementation as software buyers demand clearer ownership after purchase.

By Joseph Gabriel Lagonsin • 3 min read • 3 days ago

EduTech

TechnologyOne launches AI agent for university students

University support could become easier as TechnologyOne rolls out a conversational AI agent linking students to enrolment, resources and tasks.

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

Software-as-a-Service

Salesforce expands Live Nation support & Missionforce

Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.

By Mara Sugue • 5 min read • 3 days ago

Software-as-a-Service

Thryv says AI is redefining women’s tech leadership

AI is pushing women in small businesses into technology leadership roles, as Thryv says customer and operations experience now counts more.

By Sofiah Nichole Salivio • 5 min read • Last week

Digital Transformation

Form3 launches AI payments platform with read-only access

Banks can query payment data via AI without risking unauthorised transfers, as Form3's new layer keeps agents on read-only access.

By Karen Joy Bacudo • 5 min read • Last week

Digital Transformation

Some AI risks more subtle than others

Widespread use of chatbots and drafting tools may leave workers less able to verify outputs or think independently, Walsh said.

By Donovan Jackson • 3 min read • Last week

Stories from Other Regions

Customer service stories

Software-as-a-Service

Why AI's real cost is bigger than the invoice

Unexpected charges from AI are spreading beyond licences, with fragmented usage, token billing and shadow deployments making budgets hard to forecast.

By Connor Linehan • 4 min read • Today

Manufacturing

Zebra RFID lifts Spex warehouse picking efficiency 50%

Paper-based dispatch at the New Zealand manufacturer has been replaced with RFID tracking, cutting some picking tasks from 15 minutes to five.

By Joseph Gabriel Lagonsin • 3 min read • 3 days ago

Software-as-a-Service

Zendesk names Rachita Sundar as Chief Financial Officer

Greater scrutiny over AI spending will fall on Zendesk's finance team as Rachita Sundar takes over as Chief Financial Officer.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday

Customer Experience

GENERAL Australia names 2026 partner awards winners

Ambience Air Airconditioning emerged as the top winner as the rebranded air-conditioning group used its first annual awards to reward sales and service.

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