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Customer Support Stories - Page 15

Global Stories

Customer Support stories

Google unveils AI shopping protocol & brand agents
Customer Experience

Google unveils AI shopping protocol & brand agents

Google launches a Universal Commerce Protocol and Business Agent tools as it bets on AI agents to drive the next era of online shopping.

By Mark Tarre • 3 min read • Thu, 15th Jan 2026
Ant backs Google's Universal Commerce Protocol push
Crypto

Ant backs Google's Universal Commerce Protocol push

Ant backs Google's new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

By Sofiah Nichole Salivio • 4 min read • Wed, 14th Jan 2026
Hyland wins IDC 2025 award for customer experience
Software-as-a-Service

Hyland wins IDC 2025 award for customer experience

Hyland has been named IDC's 2025 Customer Experience Award winner for content and experience management, topping global satisfaction scores.

By Mark Tarre • 3 min read • Wed, 14th Jan 2026
Infobip named Frost CPaaS growth & innovation leader
Software-as-a-Service

Infobip named Frost CPaaS growth & innovation leader

Infobip named a growth and innovation leader in Frost & Sullivan's latest CPaaS report, praised for cross-channel AI-driven communications.

By Shannon Williams • 4 min read • Wed, 14th Jan 2026
Zendesk flags APAC demand for transparent, smarter AI CX
Data Analytics

Zendesk flags APAC demand for transparent, smarter AI CX

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026
AI agents to reshape retail, squeeze SaaS & ad spend
Customer Experience

AI agents to reshape retail, squeeze SaaS & ad spend

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

By Shannon Williams • 5 min read • Tue, 13th Jan 2026
Salesforce adds shared-context AI tools for retailers
Unified Communications

Salesforce adds shared-context AI tools for retailers

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

By Mark Tarre • 3 min read • Tue, 13th Jan 2026
Talkdesk unveils new AI tools for retail & consumer goods
Unified Communications

Talkdesk unveils new AI tools for retail & consumer goods

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

By Catherine Knowles • 4 min read • Mon, 12th Jan 2026
BGF invests GBP £16.6m in Workbooks to fund US growth
Customer Relationship Management

BGF invests GBP £16.6m in Workbooks to fund US growth

BGF invests GBP £16.6m in Workbooks to accelerate US expansion and deepen development of its integrated mid-market SaaS platform.

By Kaleah Salmon • 3 min read • Mon, 12th Jan 2026
Google launches Gemini CX AI to unite retail journeys
Unified Communications

Google launches Gemini CX AI to unite retail journeys

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

By Mark Tarre • 5 min read • Mon, 12th Jan 2026
Retailers warned of post-holiday surge in chargebacks
Data Analytics

Retailers warned of post-holiday surge in chargebacks

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

By Joseph Gabriel Lagonsin • 4 min read • Sat, 10th Jan 2026
Logitech issues manual macOS patches after apps fail
Gaming

Logitech issues manual macOS patches after apps fail

Logitech users on macOS must install manual patches for Options+ and G Hub after an expired certificate stopped both apps from launching.

By Mark Tarre • 4 min read • Sat, 10th Jan 2026
Gallagher named Global Elite Partner by Convergint
Partner Programmes

Gallagher named Global Elite Partner by Convergint

Gallagher Security secures Convergint Global Elite Partner status, deepening their worldwide alliance on integrated physical security solutions.

By Sean Mitchell • 4 min read • Fri, 9th Jan 2026

Stories from Other Regions

Customer Support stories

AI to manage 41% of Singapore customer service by 2027
Digital Transformation

AI to manage 41% of Singapore customer service by 2027

AI is set to manage 41% of Singapore's customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

By Shannon Williams • 4 min read • Tue, 13th Jan 2026
Mitsumi enters India with INR ₹700-1,000 crore plan
Partner Programmes

Mitsumi enters India with INR ₹700-1,000 crore plan

Mitsumi unveils India push with INR ₹700-1,000 crore IT and mobile distribution expansion across metros and smaller cities over 3 years.

By Mark Tarre • 3 min read • Tue, 13th Jan 2026
CelcomDigi debuts PhoneFIX monthly device repair plan
Customer Experience

CelcomDigi debuts PhoneFIX monthly device repair plan

CelcomDigi launches PhoneFIX, a monthly repair plan from RM3 offering same-day fixes for phones bought from any retailer in Malaysia.

By Sofiah Nichole Salivio • 3 min read • Tue, 13th Jan 2026
Patchworks unveils MCP to plug AI into live retail ops
Digital Transformation

Patchworks unveils MCP to plug AI into live retail ops

Patchworks debuts MCP integration layer to plug AI into retailers' live systems, promising real-time workflows beyond basic recommendations.

By Catherine Knowles • 4 min read • Mon, 12th Jan 2026
NZ firms lift tech spend as AI shifts from trials to scale
Disaster Recovery

NZ firms lift tech spend as AI shifts from trials to scale

New Zealand firms plan bigger tech budgets as optimism grows, shifting AI from pilots to scaled deployments despite talent and cyber strains.

By Mark Tarre • 6 min read • Fri, 9th Jan 2026