Customer service stories - Page 10

UK telecoms charter faces scrutiny as April bill hikes loom, with Ofcom complaints and consumer groups questioning value and service.

Infobip tops Juniper RCS for Business 2026 leaderboard, hailed as leading Established Leader on reach, innovation and operator ties.

KnowBe4 appoints former DocuSign executive Kelly Morgan as chief customer officer to steer global client strategy amid rising AI security risks.

Keyloop introduces Kara, an AI assistant in its Customer Hub, to handle routine dealer support queries and free staff for complex cases.

Access Group is investing £1.5m of Apprenticeship Levy funds to train 115 staff on new AI programmes across roles and skill levels.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Smart CT hires former BT leader Eddie Egan as COO to scale its fast-growing technology lifecycle services without compromising customer service.

Leadership and communication top 2026 workplace learning as employees prioritise human and business skills alongside rising AI adoption.

IT roles top UK job applications as Software Engineer leads with average pay of GBP £61,268, outpacing salaries in other major sectors.

European marketers aim to simplify bloated martech stacks, trimming tools to cut costs, speed execution and gain better control of CX.

AI-referred traffic has surged 632% despite overall web visits slipping and rising acquisition costs squeezing digital marketing returns.

Newo raises USD $25m to grow AI voice agents that answer calls for small businesses, after revenue doubled late 2025 amid rising demand.

Shoppers shun online baskets over high delivery fees and clunky checkouts as retailers plough cash into loyalty schemes and shiny AI tools.

Oracle NetSuite launches AI tools and a low-code integration platform to automate finance, planning and customer workflows across its suite.

Infobip upgrades its WhatsApp Marketing Messages API with optimisation tools that lift delivery rates and boost ROI by over 60%.

NetSuite debuts AI finance tools and a low-code integration platform to streamline closes, pricing, reporting and cross-app workflows.

Fluent Cargo links Sea Sentinel AI to give Australian shippers early alerts on strikes, storms and congestion threatening port operations.

Oracle has embedded free prebuilt AI agents across its Fusion apps to automate CRM and supply chain tasks from campaign design to logistics.

AA teams with Multiverse on an AI apprenticeship to upskill staff in everyday roles, aiming to boost planning, efficiency and customer service.

UK retailers brace for GBP £1.05bn in post-Christmas returns as fashion fit woes, social commerce and ageing habits strain logistics.