Customer service stories - Page 24

Nimbl predicts AI will create new job roles and growth, transforming the workforce with personalised services rather than causing redundancies.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

Global happiness fell nearly 10 points to 58% in 2025, but AI-driven customer service satisfaction rose 5 points to 41%, says NiCE's report.

Gamma and Clear Business have teamed up to provide UK SMEs with enhanced managed connectivity and voice services, combining enterprise-grade tech with local support.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

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.