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AWS chief says enterprise AI is now delivering ROI
Semiconductors

AWS chief says enterprise AI is now delivering ROI

AWS CEO Matt Garman says enterprise AI is moving into production as more organisations report measurable returns on investment.

By Sean Mitchell • 3 min read • Yesterday
QBE names Patrick Karlowski & Florence Chan in Asia
Data Analytics

QBE names Patrick Karlowski & Florence Chan in Asia

The insurer is bolstering its Asia management as it pushes harder into data, automation and AI to improve underwriting and customer service.

By Karen Joy Bacudo • 3 min read • Yesterday
Voices launches AI customer service voice platform
Customer Experience

Voices launches AI customer service voice platform

Enterprise contact centres are facing tougher scrutiny over AI voice quality and provenance, with Voices betting on consented talent and governance.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Talkdesk launches AI agent builder for customer teams
Customer Experience

Talkdesk launches AI agent builder for customer teams

It could cut customer service AI deployment from weeks to hours, while keeping human approval and oversight before agents go live.

By Joseph Gabriel Lagonsin • 3 min read • Last week
SAP study finds AI agents shape Gen Z buying decisions
Customer Relationship Management

SAP study finds AI agents shape Gen Z buying decisions

Nearly half of Gen Z shoppers now use AI agents to help choose products, forcing brands to rethink how they reach buyers in peak trading periods.

By Sofiah Nichole Salivio • 3 min read • Last week
Disabled shoppers face barriers despite new EU law
Digital Transformation

Disabled shoppers face barriers despite new EU law

Retailers risk losing disabled customers as 87% still cannot complete a typical shopping journey independently, a report finds.

By Sofiah Nichole Salivio • 5 min read • Last week
Synthflow AI & Avant strike exclusive voice AI deal
Software-as-a-Service

Synthflow AI & Avant strike exclusive voice AI deal

The tie-up could speed customer service automation for regulated sectors, with first joint deals already closed and roll-outs due in weeks.

By Sean Mitchell • 4 min read • Last week
Jet Bank launches Albania's first fully digital bank
Digital Transformation

Jet Bank launches Albania's first fully digital bank

More than 75,000 Albanians are queued to try mobile-only banking as the new lender opens current accounts, savings and cards without branches.

By Karen Joy Bacudo • 4 min read • Last week
8x8 launches AI Routing for broader customer service
Software-as-a-Service

8x8 launches AI Routing for broader customer service

Customer queries can now be directed to experts beyond the contact centre, as 8x8's new tool uses data to match issues in real time.

By Mark Tarre • 4 min read • Last week
HCLTech expands Google Cloud & ServiceNow AI tie-up
Software-as-a-Service

HCLTech expands Google Cloud & ServiceNow AI tie-up

The move is aimed at helping large firms shift AI from pilots into production with tighter governance across manufacturing, service and IT workflows.

By Sean Mitchell • 4 min read • Last week
Backbase buys Kasisto to bolster banking AI platform
Software-as-a-Service

Backbase buys Kasisto to bolster banking AI platform

Banks could gain a single AI system for customer requests, as Backbase folds Kasisto's tools into its software and boosts its US reach.

By Karen Joy Bacudo • 3 min read • Last week
AI-native telco accelerator launched to speed deployment
Digital Transformation

AI-native telco accelerator launched to speed deployment

A new benchmark and shared guidance aim to help telecom operators turn scattered AI pilots into large-scale deployments across their networks.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer service stories

Floward uses AI agents to handle seasonal WhatsApp spikes
Digital Transformation

Floward uses AI agents to handle seasonal WhatsApp spikes

Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.

By Sofiah Nichole Salivio • 4 min read • Today
The Candy Garage doubles sales after logistics shift
Digital Transformation

The Candy Garage doubles sales after logistics shift

Outsourced fulfilment has freed the Lincoln confectionery firm to scale up, with daily collections replacing weekly dispatches and turnover climbing.

By Karen Joy Bacudo • 5 min read • Yesterday
3PL appoints Ryan Walker as Head of Customer Experience
Digital Transformation

3PL appoints Ryan Walker as Head of Customer Experience

The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.

By Sofiah Nichole Salivio • 4 min read • Last week
ArvatoConnect appoints new leaders as AI reshapes service
Digital Transformation

ArvatoConnect appoints new leaders as AI reshapes service

UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.

By Sofiah Nichole Salivio • 4 min read • Last week
Agoda adds flight alerts & single checkout for trips
Customer Experience

Agoda adds flight alerts & single checkout for trips

Travellers can now track gate changes and book flights, hotels and activities in one checkout, reducing stress and missed updates.

By Mark Tarre • 4 min read • Last week