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Customer service stories

KIBO launches AI interface for commerce & order management
Software-as-a-Service

KIBO launches AI interface for commerce & order management

Customers can now use a single interface to query live commerce and order data, with model choice designed to reduce dependence on one AI provider.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
TP named visionary leader in Asia-Pacific Frost Radar
Digital Transformation

TP named visionary leader in Asia-Pacific Frost Radar

Asia-Pacific customer experience providers are under pressure to prove AI delivers measurable gains, with TP scoring highest on innovation and growth.

By Joseph Gabriel Lagonsin • 4 min read • 2 days ago
8x8 revenue hits record as AI adoption more than doubles
Software-as-a-Service

8x8 revenue hits record as AI adoption more than doubles

Customer use of 8x8's AI tools jumped 121% year on year, helping drive record first-quarter revenue and a fifth straight quarter of growth.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Unit4 appoints Stuart Nash as Chief Operating Officer
Software-as-a-Service

Unit4 appoints Stuart Nash as Chief Operating Officer

Customers at Unit4 are set to see faster support and tighter systems integration as Stuart Nash takes charge of service and IT operations.

By Mark Tarre • 3 min read • 3 days ago
PIL taps Celonis & WNS to boost shipping operations
Agricultural Technology

PIL taps Celonis & WNS to boost shipping operations

The programme aims to cut delays and duplication across PIL's 100-vessel network by creating a single real-time view of operations.

By Mark Tarre • 4 min read • 3 days ago
Why enterprise AI must learn to act, not just talk
Digital Transformation

Why enterprise AI must learn to act, not just talk

Travel and banking customers could see faster resolutions as enterprises shift AI from answering queries to completing tasks end to end.

By Albert Nel • 6 min read • 3 days ago
Scoot uses AI to speed up customer feedback analysis
Data Protection

Scoot uses AI to speed up customer feedback analysis

Passenger complaints can now be acted on in minutes, helping Scoot spot booking and login problems before they dent sales.

By Joseph Gabriel Lagonsin • 3 min read • 4 days ago
TechForce joins Anthropic's Claude partner network
Data Protection

TechForce joins Anthropic's Claude partner network

Australian businesses gain local help to move Claude pilots into live use, with TechForce handling integration, governance and approvals.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
NTT DATA launches AI insurance platform for carriers
Digital Transformation

NTT DATA launches AI insurance platform for carriers

Insurers could speed up claims and underwriting while keeping audit trails intact, as NTT Data targets regulated workflows with new AI tools.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Australian CIOs warn AI ambition outpaces governance
Malware

Australian CIOs warn AI ambition outpaces governance

Rising spend on generative and agentic AI is being hampered by weak governance, with only 17 per cent of CIOs fully confident in controls.

By Joseph Gabriel Lagonsin • 6 min read • 6 days ago
Chargebee & Twikey link billing with bank payments
Software-as-a-Service

Chargebee & Twikey link billing with bank payments

Finance teams could cut manual reconciliation as the new link feeds bank payment status back into Chargebee in real time for SEPA collections.

By Karen Joy Bacudo • 4 min read • 6 days ago

Stories from Other Regions

Customer service stories

Scoot uses Qualtrics AI to cut feedback analysis time
Software-as-a-Service

Scoot uses Qualtrics AI to cut feedback analysis time

Passengers can now see booking glitches fixed faster, as Scoot has cut feedback analysis from hours to minutes using Qualtrics AI.

By Joseph Gabriel Lagonsin • 3 min read • 2 days ago
Older consumers most loyal to working AI customer service
Digital Transformation

Older consumers most loyal to working AI customer service

Consumers aged 60 and over are most likely to stick with AI support if it solves problems, highlighting performance as the key loyalty driver.

By Joseph Gabriel Lagonsin • 4 min read • 3 days ago
Maximum raises USD $30 million seed round for banks
Software-as-a-Service

Maximum raises USD $30 million seed round for banks

Banks could gain faster product updates and lower operating costs as Maximum emerges from stealth with a USD $30 million seed round.

By Karen Joy Bacudo • 4 min read • 3 days ago
AI traffic surges 30% as Philippines braces for bots
Network Infrastructure

AI traffic surges 30% as Philippines braces for bots

Businesses in the Philippines may face higher costs and slower sites as AI-generated internet traffic rises 30% in five months, Fastly said.

By Sean Mitchell • 4 min read • 3 days ago
JD.com's Joybuy expands in UK amid subsidy scrutiny
Supply Chain

JD.com's Joybuy expands in UK amid subsidy scrutiny

Regulatory concerns are mounting as Joybuy's rapid UK rollout puts pressure on rivals with same-day delivery and a cheaper subscription than Amazon Prime.

By Sofiah Nichole Salivio • 5 min read • 4 days ago
Why trust should be the number one priority for AI customer experience
Digital Transformation

Why trust should be the number one priority for AI customer experience

Fewer than half of people globally trust AI, putting customer adoption and revenue at risk unless firms explain how systems make decisions.

By Martijn Gribnau • 5 min read • 4 days ago
Beyond capital: How Scotland is shaping the future of fintech
Fintech

Beyond capital: How Scotland is shaping the future of fintech

Private backing and public funding are helping Scottish fintech firms scale AI tools, with Aveni's GBP £12 million round and FRIL's GBP £3.18 million boost.

By Pamela Bryer • 4 min read • 6 days ago