Customer service stories - Page 22

Yusen Logistics has adopted FourKites' NIC-Place platform for real-time tracking and temperature monitoring of pharma shipments across Europe, boosting compliance and service.

Square has launched its portable Handheld device in the UK, offering restaurants a lightweight tool to streamline operations and improve service efficiency.

NTT DATA launches a new EPAS service to enhance adoption of Salesforce's Agentforce, enabling enterprises to deploy autonomous AI agents alongside human teams.

Ericsson is revamping its Enterprise Wireless Solutions partner programme, simplifying tiers and boosting earnings, effective from 1 July 2025.

Ericsson launches a simpler partner scheme for Enterprise Wireless Solutions, boosting financial rewards and support in mid-2025.

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

Herefordshire's TSD and Perplex Digital have won top awards at the Umbraco Awards 2024 for their innovative eCommerce platforms and AI integrations.

A survey reveals 62% of Britons support fining companies for long hold times, with older consumers especially backing penalties amid rising costs.

Ian Tickle has been named Chief of Global Field Operations at Freshworks, advancing from interim to lead the company's global sales and expansion efforts.

Most UK retailers see outdated warehouse tech as a barrier to growth, with 88% backing automation to boost efficiency and meet fluctuating customer demand.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE's report.

Gamma and Clear Business have teamed up to provide UK SMEs with enhanced managed connectivity and voice services, combining enterprise-grade tech with local support.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.