Customer service stories
NTT DATA launches EPAS service to boost Salesforce Agentforce AI
Today
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digital transformation
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ai security
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ai
NTT DATA launches a new EPAS service to enhance adoption of Salesforce’s Agentforce, enabling enterprises to deploy autonomous AI agents alongside human teams.
Ericsson unveils revamped partner programme for enterprise wireless
Yesterday
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data analytics
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planning
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partner programmes
Ericsson is revamping its Enterprise Wireless Solutions partner programme, simplifying tiers and boosting earnings, effective from 1 July 2025.
Ericsson unveils new partner scheme for wireless solutions
Yesterday
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digital transformation
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ericsson
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resellers
Ericsson launches a simpler partner scheme for Enterprise Wireless Solutions, boosting financial rewards and support in mid-2025.
Salesforce launches Agentforce 3 to boost enterprise AI
Yesterday
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crm
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siem
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hyperscale
Salesforce unveils Agentforce 3, enhancing control and visibility for enterprises to efficiently scale AI agents across operations amid rising global adoption.
Avoid these 3 common pitfalls when using AI to improve customer experience
2 days ago
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crm
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digital transformation
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cx
Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.
TSD & Perplex Digital win top honours at Umbraco Awards 2025
3 days ago
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digital transformation
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cx
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martech
Herefordshire’s TSD and Perplex Digital have won top awards at the Umbraco Awards 2024 for their innovative eCommerce platforms and AI integrations.
AI agents are more than just a tech trend, but we must balance innovation with responsibility
3 days ago
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digital transformation
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smart home
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data privacy
Nvidia CEO calls AI agents a "multi-trillion-dollar opportunity" as they transform tasks with autonomy, emotional intelligence, and raise ethical concerns.
Duco joins ServiceNow Partner Program & expands leadership team
Last week
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digital transformation
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cybersecurity
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it services
Adelaide's Duco joins ServiceNow Partner Program, appointing Sean Sounes to lead ServiceNow solutions and bolster digital transformation across APAC.
Majority of Britons back fines for long customer call waits
Last week
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cx
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martech
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ai
A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.
Ian Tickle named Chief of Global Field Operations at Freshworks
Last week
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saas
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cx
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martech
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.
UK retailers eye warehouse automation to drive future growth
Last week
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robots
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supply chain
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ecommerce
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 & AWS deepen AI partnership to power CX automation
Last week
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uc
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digital transformation
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hyperscale
NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.
Agentic AI market set to soar as firms drive automation growth
Last week
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cx
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phishing
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martech
Agentic AI market set to grow from USD $7.28 billion in 2025 to over $41 billion by 2030, driving automation and transforming sectors from cybersecurity to customer service.
Tuatahi & Ventia sign NZD $110 million fibre network deal
Last week
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uc
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devops
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apm
Tuatahi First Fibre has appointed Ventia as its primary partner in a NZD $110 million deal to support its expanding fibre broadband network across New Zealand.
NiCE launches CXone Mpower Agents to automate customer service
Last week
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uc
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digital transformation
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cx
NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.
NiCE & Snowflake partner to boost secure AI-driven data sharing
Last week
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uc
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data analytics
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digital transformation
NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.
Does anyone know what a CDP is anymore?
Last week
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crm
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cx
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martech
Customer Data Platforms are evolving beyond marketing, becoming essential for unified data, AI readiness, and privacy compliance across enterprises.
Kore.ai & TeKnowledge partner to deliver scalable AI at enterprise level
Last week
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digital transformation
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cx
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martech
Kore.ai and TeKnowledge have partnered to help enterprises scale AI adoption beyond pilots, enhancing customer service and business operations globally.
AI set to transform customer experience & loyalty in 2025
Last week
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digital transformation
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cx
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martech
In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.
AI to create new roles as Nimbl predicts job growth not loss
This month
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digital transformation
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cx
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martech
Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.