Customer service stories - Page 23

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

UK shoppers show stronger loyalty to stores than brands, with customer service and rewards driving loyalty, especially among those over 55 years.

Demand for AI prompt engineers in the UK soars by over 180%, with salaries reaching up to GBP £87,500 amid growing adoption of generative AI technologies.

Over half of UK online shoppers would avoid retailers slow to refund returns, expecting refunds within 2-3 days, survey finds.

Decathlon expands its Visio Store in France, offering free 30-minute video calls with experts for personalised advice across 10 sports categories.

Currys is fitting all staff in its 301 UK stores with VoCoVo headsets to combat rising shoplifting and improve communication and safety.

South Africa's contact centres blend skilled agents and tech, helping UK firms enhance personalised, empathetic customer experiences amid rising digital demands.

Nationwide wins Best Use of Customer Insight at the Institute of Customer Service Awards 2025 for its work with Medallia and Kantar improving member experience.

NormCyber clinches the Outstanding Customer Service Initiative Award at the 2025 Cyber OSPAs for its innovative Smartbloc dashboard boosting cyber resilience.

UK consumers remain sceptical about AI's ability to provide emotionally intelligent customer service, with only 55% believing it can recognise emotions.

NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.

Technology like biometrics and AI is transforming travel, reducing queues and delays to create smoother, ticket-free, personalised journeys for passengers worldwide.

Celonis becomes exclusive Process Intelligence partner of FC Bayern Munich, aiming to enhance operational efficiency across key club departments.

Local government reform in England demands CIOs overcome tech and process challenges to ensure smooth service delivery during major council restructures.

NICE and ServiceNow partner to launch an AI-powered platform by Q4 2025, uniting customer service and enterprise operations for faster, seamless fulfilment.

N-able won a Gold Award at the Stevie Awards for its AI-driven customer support, enhancing engagement and service for partners globally.

UK marketing teams lead AI adoption with just 2% resistance, while legal professionals show the highest scepticism at 19%, reveals Freshworks report.

eCommerce retailers are boosting loyalty and revenue by using WhatsApp's 3 billion-user reach for faster, efficient, and personalised customer service.

Research from Ventrica reveals positive customer service boosts spending by up to GBP £100 per interaction, with consumers favouring human contact over AI.