Customer service stories

IT leaders now prioritise simple, effective technology over flashy AI, seeking quick, practical outcomes that enhance customer and employee experiences.

Teachers Mutual Bank has sped up identity checks from three days to under a minute by upgrading to Boomi's real-time integration platform, enhancing member experience.

Volgren has adopted SugarCRM’s AI-powered platform to enhance sales efficiency, forecasting accuracy, and customer service across its bus manufacturing operations.

India’s fintech sector readies for a decade of innovation, with AI, embedded finance, wealth inclusion, and cyber resilience driving growth through 2026.

Home Bargains is upgrading network and payment systems in over 650 UK stores with Evolve to boost resilience and support plans for 1,000 outlets.

The Access Group plans to expand its Kuala Lumpur centre from 316 to over 1,000 digital jobs by 2027, supporting Malaysia's growing tech sector.

ScreenCloud's Belfast team won three top awards at the Contact Centre Northern Ireland Awards, highlighting their excellence in customer service and leadership.

Research reveals many small businesses in Australia, the UK and US are cautious about AI, despite growing confidence and benefits like time savings.

SOTI upgrades its ONE Platform to enhance device security, speed, and operational visibility, helping retailers boost efficiency and meet rising consumer expectations.

Fusion5 is a global finalist for the 2025 Microsoft Dynamics 365 Service Partner of the Year Award, recognised for rapid AI-driven customer service solutions.

Fluent Commerce launches MCP Server to link AI agents with retail backend systems, speeding up order queries and boosting customer service efficiency.

Mihup champions human-centred voice AI that supports multiple Indian languages and accents, aiming to boost accessibility beyond urban areas.

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

DBS has launched its AI-powered virtual assistant, DBS Joy, for all corporate clients, enhancing 24/7 support and boosting SME customer satisfaction by 23%.

Freshworks boosts AI revenue with a 15% rise in quarterly revenue and launches Freshservice for Business Teams, expanding beyond IT departments.

Fusion5 has acquired Kordia’s managed IT business, gaining 26 experts to boost its services while Kordia refocuses on core cybersecurity and connectivity sectors.

Simon de Winter Group teams up with Middlebank Consulting Group to digitally transform its supply chain, boosting efficiency across Australia and New Zealand.

Combining human empathy with AI’s smart automation transforms contact centres, boosting efficiency and delivering personalised customer experiences.

Guidewire will acquire ProNavigator, enhancing its platform with context-aware knowledge to improve efficiency and service in the P&C insurance sector.

Gallagher Security opens a new office in Southport, Gold Coast, expanding its presence and training facilities across Australia and the wider APAC and IMEA regions.