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Customer service Stories - Page 18

Global Stories

Customer service stories

8x8 sees AI customer interactions surge across voice, chat
Unified Communications

8x8 sees AI customer interactions surge across voice, chat

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

By Shannon Williams • 5 min read • Thu, 5th Feb 2026
Zendesk names Craig Flower COO to drive AI first shift
Software-as-a-Service

Zendesk names Craig Flower COO to drive AI first shift

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

By Mark Tarre • 3 min read • Wed, 4th Feb 2026
How address validation transforms Shopify deliveries
Customer Experience

How address validation transforms Shopify deliveries

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

By Edmund Ng • 5 min read • Wed, 4th Feb 2026
Prism Sound selects Amber Technology for ANZ growth
Partner Programmes

Prism Sound selects Amber Technology for ANZ growth

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

By Mark Tarre • 3 min read • Wed, 4th Feb 2026
Genspark expands AI call agent globally with Twilio
Customer Experience

Genspark expands AI call agent globally with Twilio

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

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026
Salesforce disputes reports it cut 4,000 roles over AI
Customer Relationship Management

Salesforce disputes reports it cut 4,000 roles over AI

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

By Karen Joy Bacudo • 5 min read • Tue, 3rd Feb 2026
AI & digital tools reshaping global business travel
Digital Transformation

AI & digital tools reshaping global business travel

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

By Suzanne Neufang • 3 min read • Fri, 30th Jan 2026
20i launches Twentie AI assistant for unlimited hosting help
DevOps

20i launches Twentie AI assistant for unlimited hosting help

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

By Sofiah Nichole Salivio • 3 min read • Fri, 30th Jan 2026

Stories from Other Regions

Customer service stories

UK retailers warned over £1.05bn surge in gift returns
Customer Experience

UK retailers warned over £1.05bn surge in gift returns

UK retailers brace for GBP £1.05bn in post-Christmas returns as fashion fit woes, social commerce and ageing habits strain logistics.

By Karen Joy Bacudo • 4 min read • Tue, 10th Feb 2026
Super Bowl betting to drive surge in UK card disputes
Fintech

Super Bowl betting to drive surge in UK card disputes

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

By Joseph Gabriel Lagonsin • 4 min read • Mon, 9th Feb 2026
Spreetail extends profit-sharing programme amid cost rise
Marketing Technologies

Spreetail extends profit-sharing programme amid cost rise

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

By Kaleah Salmon • 4 min read • Fri, 6th Feb 2026
Britons now thank AI & satnavs more than colleagues
Artificial Intelligence

Britons now thank AI & satnavs more than colleagues

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

By Joseph Gabriel Lagonsin • 5 min read • Thu, 5th Feb 2026
ANZ rolls out AI-powered CRM to reshape business banking
Customer Relationship Management

ANZ rolls out AI-powered CRM to reshape business banking

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

By Mark Tarre • 4 min read • Thu, 5th Feb 2026
David Owasi on turning missed calls into an AI business
Software-as-a-Service

David Owasi on turning missed calls into an AI business

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

By Jake MacAndrew • 4 min read • Thu, 5th Feb 2026
UK firms lack data to prove AI's green credentials
Disaster Recovery

UK firms lack data to prove AI's green credentials

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.

By Shannon Williams • 4 min read • Wed, 4th Feb 2026
SkedGo unveils TripGo Mobility AI for smarter travel
Smart Cities

SkedGo unveils TripGo Mobility AI for smarter travel

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

By Mark Tarre • 3 min read • Tue, 3rd Feb 2026
Security tops 2026 tech spend for Australian retailers
Data Protection

Security tops 2026 tech spend for Australian retailers

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

By Mark Tarre • 4 min read • Tue, 3rd Feb 2026
Vocational training urged to close IT reseller skills gap
Malware

Vocational training urged to close IT reseller skills gap

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

By Joseph Gabriel Lagonsin • 4 min read • Sat, 31st Jan 2026