Customer service Stories - Page 30

American Stories

Customer service stories

Why Build “Faster Horses” When What you Need is a Car?

AI Advocacy redefines customer service by eliminating frustrating escalations, pairing AI with humans to ensure seamless, continuous support and greater customer trust.

By Doug Marinaro • 8 min read • Tue, 18th Nov 2025

Global Stories

Customer service stories

Digital Transformation

Salesforce says AI to run 50% of customer service cases by 2027

Companies forecast major cost reductions and higher satisfaction scores as AI automates routine cases and redefines service workflows.

By Jake MacAndrew • 3 min read • Tue, 18th Nov 2025

Data Protection

Financial institutions adopt AI with focus on trust & staff

Financial firms are embracing AI with a focus on trust, using it to enhance customer service and support staff, not cut jobs, amid growing governance concerns.

By Catherine Knowles • 3 min read • Tue, 18th Nov 2025

Digital Transformation

Infosys launches AI-first model to transform global GCCs

Infosys has launched an AI-First GCC Model to help global firms transform their capability centres into scalable, AI-enabled hubs across diverse industries.

By Sean Mitchell • 3 min read • Tue, 18th Nov 2025

Digital Signage

ScreenCloud Belfast team wins three major awards for service

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

By Sean Mitchell • 3 min read • Fri, 14th Nov 2025

Digital Transformation

Xero research shows small firms lag on AI

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

By Sean Mitchell • 5 min read • Thu, 13th Nov 2025

Data Protection

SOTI upgrades platform to boost retail device security & speed

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

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025

Unified Communications

Fusion5 named global finalist for 2025 Dynamics 365 Service award

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.

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025

Digital Transformation

Fluent Commerce unveils server to boost AI in retail queries

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

By Sean Mitchell • 3 min read • Thu, 13th Nov 2025

Stories from Other Regions

Customer service stories

Fintech

Freshworks unveils AI features to boost UK enterprise support

Freshworks launches new AI tools in the UK to streamline customer support and IT management, boosting efficiency and cutting manual tasks for enterprises.

By Sean Mitchell • 4 min read • Tue, 18th Nov 2025

Customer Experience

eDesk launches AI Agent for multi-channel eCommerce support

eDesk launches AI Agent to handle eCommerce support across 300+ channels, resolving 65% of enquiries for USD $0.99 per resolution.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025

Artificial Intelligence

UK fintechs boost AI adoption as confidence in economy wanes

UK fintech founders embrace AI, with 83% adopting it, despite 81% losing confidence in the economy and nearly half considering relocating abroad due to tax concerns.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025

Unified Communications

Customer Science posts 53% growth & wins Fast 100 accolade again

Customer Science achieved 53% revenue growth to AUD $12.15 million, earning a spot on The Australian Financial Review Fast 100 for the second consecutive year.

By Sean Mitchell • 3 min read • Mon, 17th Nov 2025

Digital Transformation

The importance of simplifying IT: enterprise capability without the complexity

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

By Ian Tickle • 5 min read • Fri, 14th Nov 2025

Digital Transformation

Teachers Mutual Bank streamlines identity checks with Boomi upgrade

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.

By Sean Mitchell • 3 min read • Fri, 14th Nov 2025

Customer Relationship Management

Volgren adopts AI-driven CRM to boost sales & forecasting

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

By Kaleah Salmon • 3 min read • Fri, 14th Nov 2025

Fintech

AI, embedded finance & inclusion lead India fintech trends

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

By Kaleah Salmon • 3 min read • Fri, 14th Nov 2025