Customer service stories

Salesforce debuts Agentforce Contact Centre, unifying AI agents, voice, digital channels and CRM data to simplify customer service operations.

Rainforest Distribution will replace legacy tools with Manhattan's cloud planning suite to unify demand, inventory and execution decisions.

Zoom is rolling out agentic AI across Workplace, Phone and CX, turning meetings and calls into automated workflows and custom AI agents.

Microsoft unveils Microsoft 365 E7 Frontier Suite, bundling Copilot and Agent 365 from 1 May at USD $99 and USD $15 per user.

Quiq names Jen Grant chief marketing officer to steer strategy as enterprises move AI agents from pilots to large-scale customer use.

Shopify and Klaviyo deepen their partnership with a new integration to power more localised, cross-border eCommerce for global brands.

SITA links Google's Find Hub with WorldTracer, letting airlines use passenger-shared bag locations to speed delayed baggage recovery.

Learn simple and scalable ways to check if a phone number is active, improve data accuracy and keep your customer communications on track.

Wise forecasts that by 2026 agentic AI will run core business tasks, pushing firms to embed tools, tighten oversight and rethink outsourcing.

As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.

Deskpro launches cloud and VPC help desk on AWS Marketplace, giving organisations flexible hosting, AI options and streamlined procurement.

Distributors stockpile more inventory as a Phocas report warns planning gaps and data limits are raising costs and operational complexity.

A new study examining AI use across occupations finds little evidence of rising unemployment so far, though hiring of younger workers may be slowing.

Ahead of International Women's Day, new research exposes how shattered confidence, bias and complexity fuel a stubborn credit gap for women.

As AI reshapes work and life, women must be empowered to build and question it, or risk being defined by systems they did not design.

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

Smart Communications helps organisations in regulated industries face down communication challenges every day.

Banks risk AI 'infrastructure traps' as long projects outpace fast-evolving models, wasting budget while nimbler rivals ship real solutions.

A new NE2NE study finds over half of common AI benchmarks are “contaminated”, casting doubt on headline model rankings and marketing claims.

Linnworks report finds mid-market retail growth closely tied to operational maturity, automation, AI use and stronger multichannel logistics.