Customer service stories - Page 24

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

Ian Tickle has been named Chief of Global Field Operations at Freshworks, advancing from interim to lead the company's global sales and expansion efforts.

Most UK retailers see outdated warehouse tech as a barrier to growth, with 88% backing automation to boost efficiency and meet fluctuating customer demand.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE's report.

Gamma and Clear Business have teamed up to provide UK SMEs with enhanced managed connectivity and voice services, combining enterprise-grade tech with local support.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.

Demand for AI prompt engineers in the UK soars by over 180%, with salaries reaching up to GBP £87,500 amid growing adoption of generative AI technologies.

Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.

Decathlon expands its Visio Store in France, offering free 30-minute video calls with experts for personalised advice across 10 sports categories.

Currys is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.