Customer service stories

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

TCS to overhaul Flight Centre’s global tech stack with cloud, network and platform upgrades aimed at resilience and consistent service.

Singapore and Hong Kong emerge as global front-runners for AI-ready finance, with banks rapidly scaling AI, cloud and security investments.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

AA teams with Multiverse on an AI apprenticeship to upskill staff in everyday roles, aiming to boost planning, efficiency and customer service.

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

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

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

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

New research warns that nearly half of over 3 million AI agents in US and UK firms run ungoverned, exposing data and systems to rising risks.

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

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

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

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.

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

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

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

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

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

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