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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 • Today
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 • Today
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 • Yesterday
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 • Yesterday
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 • 2 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
AfterShip launches AI tool for post-purchase retail
Software-as-a-Service

AfterShip launches AI tool for post-purchase retail

Retailers could cut support costs and speed refunds as AfterShip's new AI agent automates delivery issues and return reviews.

By Joseph Gabriel Lagonsin • 4 min read • Last week
F5 integrates AI Guardrails into MuleSoft Agent Fabric
Software-as-a-Service

F5 integrates AI Guardrails into MuleSoft Agent Fabric

Businesses using AI agents can now inspect prompts and responses inline, as F5's guardrails plug into MuleSoft's Agent Fabric.

By Sean Mitchell • 4 min read • Last week
When IT fails in manufacturing, the whole supply chain pays
Software-as-a-Service

When IT fails in manufacturing, the whole supply chain pays

Disrupted systems can quickly delay production, shipments and spare parts, exposing how tightly factory IT now underpins supply chain performance.

By Simon Hayward • 3 min read • Last week

Stories from Other Regions

Customer service stories

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 • Today
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 • Today
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 • Yesterday
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 • Yesterday
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
Indian banks push AI in production, but security bites
Data Protection

Indian banks push AI in production, but security bites

Security and data privacy are slowing wider use, even as 70% of Indian banks and lenders run artificial intelligence in production.

By Karen Joy Bacudo • 5 min read • Last week