Customer service stories - Page 16

By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.

Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.

Nearly half of UK marketers contact their agencies less than weekly as AI reshapes workflows, boosting efficiency but challenging traditional agency roles.

Over two-thirds of retailers expect agentic AI to boost efficiency by 2026, but only 8% have fully integrated it into their operations so far.

Edinburgh-based AI consultancy Optima Partners has secured fresh investment from Growth Capital Partners to expand its UK and European operations.

UK shoppers favour AI for delivery tracking and returns but insist it should support, not replace, human customer service roles in retail.

Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.

Paragon secures EUR €585 million refinancing to fund global expansion and advance AI and cloud technologies, targeting new markets and growth.

DAS Fire appoints David Parry as Managing Director and Paul Darke as Executive Director to boost UK and Ireland growth in data centre fire safety.

Paris-based Gradium raises USD $70 million to launch an AI voice platform offering expressive, low-latency, multilingual voice interactions for enterprises and developers.

Accenture partners with OpenAI to provide ChatGPT Enterprise to its workforce, boosting AI adoption and accelerating business transformation across industries.

UK SMEs are increasingly using fast-track finance to meet surging Black Friday demand, with applications rising nearly a third ahead of the festive season.

AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.

Shopify merchants face a new challenge: real-time multilingual messaging to support global shoppers beyond translated storefronts, boosting trust and sales.

UK and Ireland firms prioritise cybersecurity, AI adoption, and sustainable IT strategies as they gear up for evolving digital workplaces in 2024.

Insurtech firms must curb overblown AI claims, balancing innovation with regulatory compliance to avoid risking insurer reputations and finances.

AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.

With the UK's PSTN network ending in 2027, over 5.5 million SMEs must urgently switch to digital communications to avoid disruption and boost resilience.

Avalara has won the 2026 Buyer's Choice Award from TrustRadius, praised by customers for excelling in tax compliance tools and service quality.

Emirates has partnered with OpenAI to integrate AI, including ChatGPT Enterprise, across its operations, enhancing services and staff training in aviation.