Self-service stories
Roughly one in three B2B suppliers still lack online purchasing, even as buyers and rivals increasingly shift spending and research online.
Production data from hundreds of enterprise customers shows AI agents are handling only a few high-volume workflows, reshaping deployment priorities.
Nearly half of IT help requests now land after hours, leaving staff waiting longer for routine fixes as flexible work reshapes support demand.
Many large companies are making support harder to reach, with most failing to offer clear web, chat or phone access, a Parloa study found.
Businesses can now build AI agents without specialist developers, as 8x8 rolls out early access to its Studio on the customer experience platform.
Gamma is urging organisations to prioritise quick CX wins, reducing customer friction and risk while building momentum for longer-term change.
Workday launches Sana, a conversational AI hub to search, act and automate workflows across its HR, finance tools and third-party apps.
Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.
University of Sydney swaps ageing plastic cards for tap-and-go digital IDs, transforming access, security and sustainability across campus.
As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.
In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.
Singapore's strict licensing and Singtel's dominance make Gamma's partner-led APAC plan a test of whether wholesale routes can open the market.
Shoppers are backing connected-store spending only if it helps staff answer queries faster, with 59% finding tech frustrating without human support.
Customers across Ireland will get a single portal for service requests and incident updates as eir business shifts onto ServiceNow's AI platform later this year.
Retailers could trim refunds, service queries and fraud losses as the new suite uses data from 200 million shoppers to automate post-purchase changes.
Only 10% of customers rate service as great, as fragmented systems and poor empathy are driving churn and frustration.
Irish consumers are losing 284 million hours a year to poor service, as weak systems and low empathy leave firms at risk of defections.
Meshcloud joins CNCF and The Linux Foundation to push open standards, cloud-native tooling and digital sovereignty for multi-cloud platforms.
Empower FCU picks MANTL to streamline omnichannel account opening, targeting sub-10-minute sign-ups across digital and branch channels.
UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.
