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Customer service Stories - Page 3

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Customer service stories

Microsoft launches AI sales & service tools in Copilot
Customer Relationship Management

Microsoft launches AI sales & service tools in Copilot

Sales and support teams could cut admin time as Microsoft embeds generative AI into Outlook, Teams and Dynamics 365 for routine customer work.

By Mark Tarre • 4 min read • Last week
Scaling globally requires more than cloud capacity
Software-as-a-Service

Scaling globally requires more than cloud capacity

Tech firms risk costly expansion failures if they copy a global playbook without adapting products, payments and support to local markets.

By Miranda Guliashvili • 6 min read • Last week
Why AI projects that don't start with a study of customer behaviour are destined to disappoint
Data Analytics

Why AI projects that don't start with a study of customer behaviour are destined to disappoint

Many AI roll-outs miss returns for years because businesses fail to spot customer pain points before automating broken processes.

By James Johnstone • 4 min read • Last week
Most CX leaders see little AI impact, despite spend
Digital Transformation

Most CX leaders see little AI impact, despite spend

Most firms are still increasing AI budgets, even as 57% of CX leaders say the technology has delivered little or no impact on operations.

By Sean Mitchell • 4 min read • This month
Quiq launches Verified Intelligence for enterprise AI
Software-as-a-Service

Quiq launches Verified Intelligence for enterprise AI

Enterprise buyers are demanding proof that AI agents can be audited, tested and constrained before they go live in customer service.

By Sean Mitchell • 4 min read • This month
NiCE awards honour AI leaders in customer experience
Digital Transformation

NiCE awards honour AI leaders in customer experience

AI is reshaping contact centres as NiCE's 2026 awards spotlight retailers, banks and telecoms cutting costs and improving service.

By Sofiah Nichole Salivio • 4 min read • This month
Vection wins Retelit certification for Algho AI platform
Digital Transformation

Vection wins Retelit certification for Algho AI platform

The certification opens Retelit's enterprise and public sector client base to Vection's Algho platform after live testing at an Italian data centre.

By Joseph Gabriel Lagonsin • 4 min read • This month
East West acquires Vexos in Americas, Asia expansion
DataCentre infrastructure

East West acquires Vexos in Americas, Asia expansion

Customers in medical, aerospace and AI data centre markets gain a wider production base as East West adds Vexos' sites in five countries.

By Joseph Gabriel Lagonsin • 3 min read • This month
AnywhereNow puts Tendfor into Microsoft Marketplace
Software-as-a-Service

AnywhereNow puts Tendfor into Microsoft Marketplace

Microsoft customers can now buy a Teams-based contact centre and reception tool through its marketplace, simplifying procurement and deployment.

By Sean Mitchell • 4 min read • This month
Genesys names new partner chiefs to expand AI push
Software-as-a-Service

Genesys names new partner chiefs to expand AI push

The appointments signal a sharper partner-led route to market as the software group pushes AI deeper into customer service systems used by thousands.

By Mark Tarre • 3 min read • This month
RemoFirst tops Employ Borderless's inaugural EOR awards
Hybrid & Remote Work

RemoFirst tops Employ Borderless's inaugural EOR awards

The new rankings may sway firms weighing cross-border hires, with RemoFirst named Employ Borderless's top employer of record provider.

By Sofiah Nichole Salivio • 4 min read • This month
Logile & ReThink Productivity partner on retail ops
Software-as-a-Service

Logile & ReThink Productivity partner on retail ops

Retailers could cut lost sales as the tie-up links labour planning with productivity analysis across the UK and EMEA.

By Mark Tarre • 4 min read • This month
Sidetrade wins Hackett innovation award for AI overhaul
DevOps

Sidetrade wins Hackett innovation award for AI overhaul

The award reflects measurable gains from Sidetrade's AI-led redesign, which cut feature delivery from 60 days to three and slashed staffing needs.

By Joseph Gabriel Lagonsin • 5 min read • This month

Stories from Other Regions

Customer service stories

Food Alert warns of AI food fraud in UK hospitality
Risk & Compliance

Food Alert warns of AI food fraud in UK hospitality

Food businesses face refund losses and regulatory checks as AI-made complaints and images are increasingly used to allege food safety failings.

By Mark Tarre • 5 min read • This month
Utilities & telecoms firms face widespread payment woes
Fintech

Utilities & telecoms firms face widespread payment woes

Payment disruptions are worsening customer experience at utilities and telecoms firms, with 99% of respondents reporting some form of issue.

By Mark Tarre • 3 min read • This month
CommBank rolls out Microsoft-built customer service AI
Software-as-a-Service

CommBank rolls out Microsoft-built customer service AI

The bank says the platform is already resolving more enquiries end to end, as it replaces legacy systems across 2 million monthly conversations.

By Mark Tarre • 5 min read • This month
UK shoppers back security checks but quit slow checkouts
Fintech

UK shoppers back security checks but quit slow checkouts

Payment providers risk losing sales as four in ten UK shoppers abandon purchases when security checks delay or fail at checkout.

By Sofiah Nichole Salivio • 4 min read • This month
Envisage names Steve Boyes Managing Director for Ireland
Software-as-a-Service

Envisage names Steve Boyes Managing Director for Ireland

Expansion across Ireland is being targeted as Steve Boyes takes charge of Envisage's leadership, sales growth and customer service.

By Sofiah Nichole Salivio • 3 min read • This month