Customer service stories
How South Africa is unlocking better customer experience for UK businesses
Today
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digital transformation
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cx
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customer service
South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.
Nationwide wins Best Use of Customer Insight award
Yesterday
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data analytics
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digital transformation
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cx
Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.
NormCyber wins Cyber OSPAs award for customer service in 2025
Yesterday
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data protection
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soc
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risk & compliance
NormCyber clinches the Outstanding Customer Service Initiative Award at the 2025 Cyber OSPAs for its innovative Smartbloc dashboard boosting cyber resilience.
UK consumers sceptical of AI's emotional skills in service roles
2 days ago
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cx
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martech
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ai
UK consumers remain sceptical about AI's ability to provide emotionally intelligent customer service, with only 55% believing it can recognise emotions.
Kangaroo Island internet at risk as network talks collapse
Last week
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customer service
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swoop holdings
Kangaroo Island residents face possible internet outage from 16 May as supplier Island Wide threatens to cut services amid stalled acquisition talks with Swoop.
Aussie families face internet lags as homes juggle 20 devices
Last week
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malware
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gaming
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uc
Australian households face rising internet lag as device numbers soar beyond 20, causing streaming and gaming issues; specialist provider Occom offers relief.
NICE & AWS join forces to deliver AI-powered customer service
Last week
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saas
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uc
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digital transformation
NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.
Australian telecoms face data security & access challenges
Last week
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data analytics
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digital transformation
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hcm
Research reveals 46% of Australian telecom professionals struggle with data security despite tech advances, risking customer trust and operational efficiency.
How can technology help us overcome friction to build a better travel experience?
Last week
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biometrics
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iot
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partner programmes
Technology like biometrics and AI is transforming travel, reducing queues and delays to create smoother, ticket-free, personalised journeys for passengers worldwide.
TDCX tops Southeast Asia OA500 index, rises to 17th globally
Last week
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data analytics
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digital transformation
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cx
TDCX ranks as Southeast Asia's top outsourced CX provider and climbs to 17th globally in Outsource Accelerator's OA500 2025 Index among 3,200 firms.
Evergreen acquires Sterling, appoints Solei Dyment as new CEO
Last week
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cx
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blockchain
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martech
Evergreen has acquired Sterling Technology Solutions, appointing Solei Dyment as CEO to expand its managed IT services across the US East Coast.
FC Bayern partners with Celonis to boost operations with AI
This month
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hcm
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ai
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recruitment
Celonis becomes exclusive Process Intelligence partner of FC Bayern Munich, aiming to enhance operational efficiency across key club departments.
AI adoption grows in Singapore retail as trust concerns persist
This month
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digital transformation
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cx
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martech
Salesforce's report reveals 85% of Singaporean retailers plan to boost AI investments, with 69% viewing AI agents as vital for competitive edge in 2025.
Overcoming technology, process and integration hurdles: The role of the CIO amid local government reform
This month
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digital transformation
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customer service
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public sector
Local government reform in England demands CIOs overcome tech and process challenges to ensure smooth service delivery during major council restructures.
NICE & ServiceNow partner on AI to unify customer service
This month
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crm
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uc
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devops
NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.
N-able wins Gold at Stevie Awards for AI-powered customer support
This month
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data analytics
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digital transformation
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cx
N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.
UK marketing leads AI adoption, legal sector hesitant
This month
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hcm
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ai
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customer service
UK marketing teams lead AI adoption with just 2% resistance, while legal professionals show the highest scepticism at 19%, reveals Freshworks report.
Unlocking Retail Growth: The WhatsApp Customer Service Revolution
This month
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encryption
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cx
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martech
eCommerce retailers are boosting loyalty and revenue by using WhatsApp's 3 billion-user reach for faster, efficient, and personalised customer service.
How to turn the contact centre grind into interesting and rewarding work for your agents in 2025
This month
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uc
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digital transformation
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cx
AI-powered tools are transforming contact centres by easing agents' workloads, boosting job satisfaction, and cutting staff churn in 2025.
Human customer service drives loyalty & up to GBP £100 spend
This month
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cx
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martech
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ai
Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.