Customer service stories - Page 20

Hexaware warns falling global customer experience scores need a unified AI strategy, urging businesses to integrate tools for personalisation and efficiency.

Ekco expands its UK footprint by acquiring Solsoft, a Bristol-based MSP, to enhance services for SMEs across multiple industries and grow its workforce.

Org Group has taken a minority stake in Irish start-up HappyPath Labs to expand its reach in AI-driven customer experience technology for contact centres.

Oracle launches AI agents in Fusion Cloud Applications to enhance marketing, sales, and service, boosting efficiency and customer experience at no extra cost.

Organisations using NiCE's AI-driven CXone Mpower platform report faster response times, better service quality, and improved staff efficiency across sectors.

Evolve Business Group appoints Will Clowes as Chief Revenue Officer to drive expansion and enhance sales, marketing, and operational growth across its global operations.

SambaNova launches Hume AI voice models on SambaCloud, offering enterprises real-time, multilingual, emotionally responsive speech AI in 11 languages by June 2024.

Nearly three-quarters of UK and Ireland consumers now trust AI assistants, with 79% confident chatbots provide reliable help, says IBM study.

Fluent Commerce has launched its Fluent Order Management solution on Google Cloud Marketplace, simplifying procurement and boosting global retail operations.

OutSystems launches Agent Workbench, a platform enabling enterprises to deploy and manage AI agents, improving workflows and digital experiences across sectors.

UiPath launches new AI automation suite with pre-built solutions and orchestration tools to boost enterprise efficiency and ROI in AI transformation.

Only 15% of IT leaders are adopting fully autonomous AI agents, as concerns over governance and trust slow enterprise deployment, says Gartner survey.

ServiceNow launches AI Experience, a unified conversational AI platform integrating workflows to enhance productivity across enterprises with secure, multimodal tools.

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

TP-Link has named Ben Allcock Vice President - B2B for UK and Ireland to drive growth and lead its largest European B2B team focused on SMEs.

CoopVoce partners with BICS to manage and secure its international voice traffic, enhancing service quality and fraud protection for 2.3 million Italian customers.