Customer Support stories
Safe Software expands to UK & Ireland to boost customer support
Yesterday
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data analytics
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digital transformation
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bi
Safe Software expands to the UK and Ireland, opening new centres to enhance European customer support and target USD $250m revenue by 2028.
Majority of Britons back fines for long customer call waits
Yesterday
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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.
RCS messaging surges in UK as iOS support & AI drive growth
3 days ago
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cx
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martech
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ai
RCS messaging in the UK has surged 65% in 2024, boosted by Apple iOS support and AI, as brands enhance customer engagement with richer, interactive chat tools.
NiCE launches CXone Mpower Agents to automate customer service
4 days ago
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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.
Australian consumers wary as AI delivers business benefits
4 days ago
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digital transformation
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cx
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martech
Australian businesses benefit from AI-driven customer engagement, yet 66% of consumers express exhaustion and seek greater trust and control over AI interactions.
Kore.ai & TeKnowledge partner to deliver scalable AI at enterprise level
5 days ago
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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
5 days ago
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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.
Freshworks launches Freddy AI Agent Studio for autonomous support
Last week
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saas
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digital transformation
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cx
Freshworks launches Freddy AI Agent Studio, enabling businesses to deploy autonomous AI agents for faster, no-code customer and IT support solutions.
Skillsoft & Salesforce launch AI learning for support teams
Last week
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it training
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cx
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martech
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.
AI boosts customer service happiness as global wellbeing falls
Last week
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uc
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digital transformation
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cx
Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.
RingCentral debuts customer journey analytics for Australian users
Last week
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uc
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cx
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martech
RingCentral has launched Customer Journey Analytics for Australian users of its RingCX platform, enhancing visibility across unified communications and contact centres.
Rethinking CRM: How generative AI Is breaking down silos and redefining the future of customer service
Last week
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crm
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digital transformation
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cx
Generative AI is transforming CRM, breaking down silos across teams to deliver seamless, personalised customer experiences and boost business agility.
Bolt enters Auckland to challenge ride-hailing market leaders
Last week
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market competition
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customer support
Bolt has launched its ride-hailing service in Auckland, aiming to challenge market leaders with more driver-friendly terms and affordable fares.
HubSpot launches direct connector for ChatGPT CRM insights
This month
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saas
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crm
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data analytics
HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.
Ventrica invests GBP £4.2 million to boost CX with Zendesk
This month
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digital transformation
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cx
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martech
Ventrica has launched Ventrica Digital with a GBP £4.2 million investment to enhance customer experience using Zendesk’s platform and services over three years.
Adobe unveils AI agents to streamline marketing & support
This month
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saas
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digital transformation
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cx
Adobe launches AI agents to help marketers and support teams streamline workflows and improve customer experience across its Experience Platform.
Contact centres use AI to balance staffing & wellbeing needs
This month
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cx
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martech
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ai
Contact centres are using AI to flexibly scale staffing in real time, enhancing customer service while protecting employee wellbeing amid rising demand.
3 essential steps to scaling conversational AI for customer engagement
This month
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crm
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cx
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martech
Conversational AI market valued at USD $5.8 billion in 2023 is set to reach USD $31.9 billion by 2028, revolutionising customer engagement across sectors.
UK executives see AI as key, but only 16% feel ready to lead
Last month
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digital transformation
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cx
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martech
While 92% of UK executives see AI's industry impact, only 16% feel ready to lead its adoption, risking their firm's competitive edge.
EastWest chooses Temenos SaaS to upgrade banking platform
Last month
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saas
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digital transformation
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fintech
EastWest Banking Corporation partners with Temenos to adopt a SaaS core banking platform, boosting digital transformation and operational efficiency.