Customer service stories - Page 21

Gen Z demands instant replies within 15 minutes and prefers social shopping on apps like Instagram and TikTok, pushing retailers to adopt AI and automation.

Samsung has rolled out its Home Appliances Remote Management service to 122 countries, supporting 17 languages for smarter, remote appliance care.

FourKites has earned the second-highest usability ranking in the Nucleus Research 2025 Control Tower Value Matrix for its AI-powered supply chain platform.

Q4 appoints Lewis Black as CEO, with founder Darrell Heaps becoming Chairman to focus on AI strategy amid rapid growth in AI-driven investor relations.

NiCE has topped the 2025 Gartner Magic Quadrant for CCaaS, leading in both Ability to Execute and Completeness of Vision for the first time.

Superdry has upgraded its global retail operations with Cegid's AI platform to boost efficiency, cut admin, and support staff across its UK, European and US stores.

NiCE has acquired Cognigy, merging their AI to enhance global customer experience platforms with advanced conversational and agentic AI technology.

Cegid has been named a leader in the 2025 IDC MarketScape for fashion retail mPOS, praised for its AI-driven, omni-channel mobile point-of-sale solutions.

Superdry has adopted Cegid's AI-powered retail platform to boost operational efficiency and streamline communication across its global stores.

8x8 Fast Pay launches across the UK to simplify rent payments and ease council workloads with secure, flexible digital support for tenants under financial strain.

Accor chooses Oracle's OPERA Cloud to unify hotel management globally, enhancing guest experience and streamlining operations across 110+ countries.

Over half of executives report deploying AI agents, driving business growth and ROI in areas like customer service and marketing, finds a Google Cloud study.

TCS has completed the digital migration of over 3.8 million Scottish Widows life and pension policies onto its BaNCS platform, modernising customer service.

Klearcom's AI-powered platform now automates United World Telecom's global number testing, boosting service reliability across 100+ countries and time zones.

A survey reveals 57% of UK small businesses use AI to boost efficiency, with 84% seeing it as beneficial rather than a threat to growth and operations.

Vineet Khanna, ex-Nestlé SVP, joins FourKites' Strategic Advisory Council to advance AI-driven global supply chain innovation and sustainability.

A new study shows 61% of UK retailers now have AI leadership, using technology to boost resilience amid a decade of falling sales and tough competition.

A study reveals 65% of entry-level, non-graduate workers in the global south use AI at work, nearly double the rate seen in high-income countries.

Zoom has integrated its AI Virtual Agent with Zoom Phone, launched Zoom Hub, and enhanced AI tools to streamline meetings and workplace collaboration worldwide.

Joseph Joseph teams up with XPO Logistics for UK omnichannel fulfilment, boosting warehousing, distribution, and customer service from Rugby.