Customer service stories - Page 19

As AI reshapes customer experience, brands must build trust with seamless, personal digital interactions or risk losing consumers amid rising expectations.

Consilium Software has launched new AI-powered apps for Webex Contact Centre, enhancing quality management and voice automation across North America and Asia Pacific.

NiCE has appointed Jeff Comstock, former Microsoft VP, as President to lead innovation and expand AI-driven customer experience from October 2025.

Only 27% of ASX 200 firms reported AI use in 2025, lagging behind US and UK; large caps lead while mid caps risk falling behind in adoption.

Safe Software now offers 24/7 global support for FME platform users, ensuring expert help anytime to minimise downtime and maintain business continuity worldwide.

TP-Link has named Ben Allcock Vice President - B2B for UK and Ireland to drive growth and lead its largest European B2B team focused on SMEs.

CoopVoce partners with BICS to manage and secure its international voice traffic, enhancing service quality and fraud protection for 2.3 million Italian customers.

Cloudflare will recruit 1,111 interns globally in 2026, expanding its programme to support students with hands-on tech experience and mentorship worldwide.

Cloudflare will hire 1,111 interns worldwide in 2026, vastly expanding its programme and offering US students free access to its developer platform for a year.

UK regulated firms urged to embrace technology for compliance, or risk falling behind as stricter rules and customer expectations reshape industries.

Banks have accelerated the shift from AI research to practical tools, with top institutions rapidly deploying innovations in trading, fraud prevention, and customer service.

UMusic Hotels adopts Oracle Cloud tech to enhance guest services and streamline operations as it expands music-focused hotels globally, including a Madrid flagship.

Adyen is unifying payment systems across nearly 50 LVMH Maisons to enhance luxury customer experiences in over 1,000 stores globally.

Gen Z demands instant replies within 15 minutes and prefers social shopping on apps like Instagram and TikTok, pushing retailers to adopt AI and automation.

Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.

FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.

Q4 appoints Lewis Black as CEO, with founder Darrell Heaps becoming Chairman to focus on AI strategy amid rapid growth in AI-driven investor relations.

NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.

Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.