Customer service stories - Page 15
Black Friday returns surge threatens brands' profits
Wed, 17th Dec 2025
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uc
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cx
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martech
Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.
ServiceNow buys Moveworks to build AI 'front door'
Wed, 17th Dec 2025
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digital transformation
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hcm
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cartech
ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.
Retailers hit by 'Christmas Returns Hangover' surge
Wed, 17th Dec 2025
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uc
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data analytics
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cx
Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.
Q&A: How AI helps CX teams stay resilient through the holiday rush
Tue, 16th Dec 2025
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uc
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digital transformation
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cx
AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.
Odigo acquisition boosts ALE Connect hybrid CCaaS push
Tue, 16th Dec 2025
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uc
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data protection
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private cloud
Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.
SonicWall rolls out AI chat & tools for self-service
Mon, 15th Dec 2025
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firewalls
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digital transformation
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network security
SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.
Tenable hack of Copilot AI agent exposes fraud risks
Fri, 12th Dec 2025
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data protection
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physical security
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breach prevention
A Tenable demo shows a Copilot-built AI agent can be jailbreaked to steal card data and grant free trips, exposing major fraud risks.
Snowflake, Anthropic expand USD $200m Claude AI deal
Fri, 12th Dec 2025
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saas
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data protection
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data analytics
Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake's global data cloud.
US banks dominate AI patents as Europe falls behind
Thu, 11th Dec 2025
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data protection
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mfa
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fintech
US banks tighten grip on AI patents in finance, with a small North American elite racing ahead as European rivals fall further behind.
UiPath & Talkdesk unite agentic AI for healthcare CX
Thu, 11th Dec 2025
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uc
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digital transformation
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cx
UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.
Shippo unveils AI shipping platform for agentic commerce
Thu, 11th Dec 2025
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cx
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martech
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rpa
Shippo has launched MCP, an AI-powered platform that lets commerce-focused agents turn natural language shipping requests into live actions.
AI agents to transform enterprise, retail & security by 2026
Wed, 10th Dec 2025
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uc
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devops
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digital transformation
AI agents are tipped to sweep through enterprises, shops and security by 2026, automating work, reshaping retail and redefining digital trust.
Singulr AI appoints Bask Iyer to steer enterprise AI governance
Wed, 10th Dec 2025
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saas
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data protection
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network infrastructure
Singulr AI hires veteran tech leader Bask Iyer as Strategic Advisor to guide CIOs on governance amid rapid enterprise adoption of agentic AI.
Half of UK IT websites 'fail' basic accessibility tests
Wed, 10th Dec 2025
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digital transformation
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cx
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martech
Nearly half of UK IT websites fail basic accessibility checks, new research warns, risking exclusion of disabled users and lost sales.
How AI, social commerce & experience will reshape retail in 2026
Fri, 5th Dec 2025
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cx
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martech
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ai
By 2026, AI, social commerce and immersive physical retail experiences will transform how consumers interact with brands both online and in stores.
Amazon unveils Nova 2 AI models & launches custom Forge tools
Fri, 5th Dec 2025
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devops
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hyperscale
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rpa
Amazon launches Nova 2 AI suite with four new models and introduces Nova Forge for firms to create custom AI solutions tailored to diverse industries and tasks.
UK marketers reduce agency contact as AI transforms workflows
Fri, 5th Dec 2025
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partner programmes
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genai
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ai
Nearly half of UK marketers contact their agencies less than weekly as AI reshapes workflows, boosting efficiency but challenging traditional agency roles.
Retailers optimistic about AI but full deployment remains distant
Fri, 5th Dec 2025
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martech
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commerce systems
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supply chain
Over two-thirds of retailers expect agentic AI to boost efficiency by 2026, but only 8% have fully integrated it into their operations so far.
Optima secures fresh investment from GCP to boost UK & EU AI growth
Thu, 4th Dec 2025
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data analytics
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data science
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partner programmes
Edinburgh-based AI consultancy Optima Partners has secured fresh investment from Growth Capital Partners to expand its UK and European operations.
UK shoppers want AI for delivery but not to replace people
Thu, 4th Dec 2025
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cx
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martech
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supply chain
UK shoppers favour AI for delivery tracking and returns but insist it should support, not replace, human customer service roles in retail.