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Algolia names Chung & Servantez to AI growth roles
Software-as-a-Service

Algolia names Chung & Servantez to AI growth roles

The appointments bolster Algolia's push into enterprise AI, as it seeks to turn search into a trusted retrieval layer for customer data.

By Sofiah Nichole Salivio • 4 min read • Today
AnywhereNow teams with Meridian IT on Microsoft Teams
Software-as-a-Service

AnywhereNow teams with Meridian IT on Microsoft Teams

Businesses can now add AI-driven customer service inside Microsoft Teams as AnywhereNow and Meridian IT bundle deployment and support around existing systems.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
AI transforms CX to go beyond the chatbot
Digital Transformation

AI transforms CX to go beyond the chatbot

Consumers now expect faster, more automated support as AI agents handle complex customer journeys, though many firms still struggle to prove ROI.

By Anthony Caruana • 4 min read • Yesterday
AOK PLUS moves member support onto NiCE cloud platform
Data Protection

AOK PLUS moves member support onto NiCE cloud platform

More than 5 million annual member contacts will be handled faster as the insurer links AI self-service with 2,400 staff on a single cloud system.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Anthropic launches Claude commerce blueprint for retailers
Data Analytics

Anthropic launches Claude commerce blueprint for retailers

Retailers could cut setup time for AI shopping tools, as Anthropic's blueprint targets quicker deployment and tighter control over checkout flows.

By Karen Joy Bacudo • 6 min read • 3 days ago
Treatwell launches AI receptionist for salons across Europe
Software-as-a-Service

Treatwell launches AI receptionist for salons across Europe

Missed calls and admin could cost salons bookings, as Treatwell rolls out an AI receptionist that answers queries and manages diaries across Europe.

By Sofiah Nichole Salivio • 4 min read • 3 days ago
Hiring delays cost Australian firms customers: report
Digital Transformation

Hiring delays cost Australian firms customers: report

Labour shortages are leaving Australian companies unable to fill critical roles, with one in three reporting poorer service and 32% losing customers.

By Sean Mitchell • 5 min read • 3 days ago
Cyara appoints Ben Corser as APAC go-to-market chief
Software-as-a-Service

Cyara appoints Ben Corser as APAC go-to-market chief

The hire signals Cyara's push to win more enterprise customers in APAC as firms demand tighter oversight of AI customer-service tools.

By Sean Mitchell • 4 min read • 2 days ago

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Customer service stories

Armstrong Bell marks 25 years with AI & cybersecurity
Unified Communications

Armstrong Bell marks 25 years with AI & cybersecurity

Growth now rests on managed IT and cyber defence as the Bromsgrove firm serves more than 400 organisations and builds AI voice agents.

By Sofiah Nichole Salivio • 4 min read • Today
AXA partners with Publicis Sapient on AI hub growth
Digital Transformation

AXA partners with Publicis Sapient on AI hub growth

Shared AI infrastructure will help the insurer roll out agents faster, while keeping oversight tight across its 52-country network.

By Sean Mitchell • 4 min read • Today
Blue Machines AI launches Aurora for Indian BFSI calls
Private Cloud

Blue Machines AI launches Aurora for Indian BFSI calls

Banks and insurers in India may cut transcription errors on EMI amounts and policy numbers as a multilingual model targets noisy calls.

By Karen Joy Bacudo • 4 min read • Yesterday
Netcore & GlobalPay unite customer engagement systems
Customer Relationship Management

Netcore & GlobalPay unite customer engagement systems

Customers now get faster follow-up on currency and remittance enquiries as GlobalPay links 12 channels with sales tools on one platform.

By Karen Joy Bacudo • 4 min read • Yesterday
UK shoppers distrust AI recommendations, ThoughtSpot finds
Data Protection

UK shoppers distrust AI recommendations, ThoughtSpot finds

Privacy worries are undermining retailers' AI push, with only one in 10 UK shoppers saying they trust product recommendations, a survey found.

By Sean Mitchell • 4 min read • 2 days ago
New Zealand firms turn to AI for productivity gains
Customer Relationship Management

New Zealand firms turn to AI for productivity gains

Pressure to lift output is pushing Kiwi businesses to embed AI in daily communications, with labour productivity up to 40% below peers.

By Joseph Gabriel Lagonsin • 5 min read • 3 days ago
KPMG Canada gains ISO 42001 AI governance certification
Data Protection

KPMG Canada gains ISO 42001 AI governance certification

The certification gives clients added assurance as businesses face growing scrutiny over who is accountable for AI risks and controls.

By Karen Joy Bacudo • 4 min read • 3 days ago
Australian firms lose time to repetitive admin work
Software-as-a-Service

Australian firms lose time to repetitive admin work

Businesses risk wasting money on AI unless they first tackle the repetitive admin that is draining skilled staff time across departments.

By Sofiah Nichole Salivio • 5 min read • Last week
Vacant roles cost firms USD $14,700 a month, survey finds
Data Protection

Vacant roles cost firms USD $14,700 a month, survey finds

Most leaders say prolonged vacancies are hurting customers and revenue, as a US survey pegs each critical empty post at USD $14,700 a month.

By Karen Joy Bacudo • 4 min read • Last week
Phonely launches Alma voice model for faster calls
Customer Experience

Phonely launches Alma voice model for faster calls

The voice agent market may gain faster, cheaper phone handling as Alma undercuts GPT-4.1 on latency and cost for live calls.

By Sean Mitchell • 3 min read • Last week