Customer service stories - Page 14

BGF invests GBP £16.6m in Workbooks to accelerate US expansion and deepen development of its integrated mid-market SaaS platform.

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

European office workers now lose nearly two days a week to admin, as leaders talk up automation but staff see little change on the ground.

Salesforce launches an AI Fluency Playbook to help build 'agentic enterprises', guiding staff to work effectively with AI agents at scale.

AI voice start-up Alayic hires North West agency Planet Zeus to lead PR and social push for launch of its automated call-handling platform.

Hapax unveils a free AI certification for bankers as lenders ramp up AI spending and face tougher scrutiny from regulators and boards.

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

Cloud Nine streamlines global sales and fulfilment, using BPA to knit together NetSuite, Salesforce, Shopify and logistics partners.

Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.

Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.

AI is transforming loyalty from points to real-time, personalised journeys as super apps and agentic engagement engines rapidly take hold.

ANNA Money secures GBP £10m growth debt from Flashpoint to scale its AI-driven tax app ahead of the UK's 2026 Making Tax Digital shift.

UK retailers brace for a GBP £1.05bn blow from 52 million post-Christmas gift returns, as hybrid shopping and fashion fit issues drive costs.

Alteryx appoints veteran customer experience leader Bill Tabbit-Humphrey as Chief Customer Officer to steer post-sale AI analytics strategy.

TCS launches BaNCS AI Compass, adding explainable AI agents to help global banks automate operations while tightening governance controls.

Commvault will offer its Commvault Cloud on the new AWS European Sovereign Cloud, boosting data protection for tightly regulated EU customers.

Royal London Asset Management adopts Seismic's AI-driven platform to streamline client content, boost productivity and tighten compliance controls.

AI dominates CEO earnings calls for the first time, as leaders pair record investment pledges with mounting warnings of an AI market bubble.

Tech Mahindra and Google Cloud will scale Gemini 2.5-based agentic AI to move enterprises from pilots to production-grade, governed workflows.

Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.