Customer service Stories - Page 18

Global Stories

Customer service stories

CrayonIQ says APAC CX buying shifts to AI strategy

Enterprises are increasingly judging CX vendors on AI governance, cloud infrastructure and pricing transparency rather than contact centre features alone.

By Mark Tarre • 4 min read • Thu, 2nd Jul 2026

Hybrid Cloud

Couchbase launches AI Data Plane for enterprise agents

The release aims to ease a key hurdle for firms moving AI agents into production by unifying memory, retrieval and access across environments.

By Joseph Gabriel Lagonsin • 5 min read • Thu, 2nd Jul 2026

Software-as-a-Service

NiCE named launch partner for AWS European Sovereign Cloud

Customers in regulated EU sectors may now deploy NiCE's AI tools on AWS's new sovereign cloud while keeping data and operations inside the bloc.

By Sean Mitchell • 4 min read • Wed, 1st Jul 2026

Software-as-a-Service

Genesys buys Pinkfish to boost cloud AI automation

The deal could let customer service teams resolve requests end to end, as Pinkfish adds secure workflow automation across enterprise systems.

By Mark Tarre • 4 min read • Wed, 1st Jul 2026

Hybrid Cloud

Amazon Web Services launches no-code AI customer designer

Business teams can now build AI-led service journeys without engineering support, as AWS previews a no-code designer for Amazon Connect Customer.

By Sean Mitchell • 4 min read • Tue, 30th Jun 2026

Digital Transformation

SITA says baggage mishandling falls as travel hits 5bn

Despite a 23% drop in mishandled bags, airlines still faced a USD $6.3 billion bill as global passenger traffic reached 5 billion in 2025.

By Sean Mitchell • 4 min read • Tue, 30th Jun 2026

Software-as-a-Service

Pay.com.au adopts Zendesk AI ahead of US expansion

Centralising support has cut costs and handling times as the fintech gears up for its first US office in a $35 trillion market.

By Karen Joy Bacudo • 3 min read • Tue, 30th Jun 2026

Partner Programmes

Capco wins OpenAI award & hackathon for AI governance

The recognition boosts its credibility with banks and energy clients, as regulated industries demand AI tools that can be explained, controlled and audited.

By Mark Tarre • 4 min read • Mon, 29th Jun 2026

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 • Mon, 29th Jun 2026

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 • Mon, 29th Jun 2026

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 • Sat, 27th Jun 2026

Stories from Other Regions

Customer service stories

Customer Relationship Management

Klaviyo opens Composer beta & expands Customer Agent

The move aims to help brands spot missed revenue and handle service queries from a single customer profile, rather than separate AI tools.

By Regine Laguilles • 4 min read • Thu, 2nd Jul 2026

Risk & Compliance

The case for purpose-built AI in a frontier model world

Enterprise users can cut costs and errors by matching AI to the task, as foundation models still struggle with repeatable workflows.

By Dr Michael Bewley • 5 min read • Thu, 2nd Jul 2026

Digital Transformation

India leads on tech optimism, Assurant report finds

Trust in AI and connected devices is helping lift device sales, while service gaps are pushing Indian buyers towards protection plans.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 1st Jul 2026

Software-as-a-Service

Unison moves core operations to TechnologyOne cloud

The cloud migration should cut system overhead and give staff faster access to information as Unison modernises back-office operations across its network.

By Mark Tarre • 3 min read • Wed, 1st Jul 2026

Antivirus

Jerry Harvey Audio names GerrAudio Canada distributor

Canadian customers will now get local sales support and service for JH Audio in-ear monitors, after GerrAudio became the brand's first distributor there.

By Sofiah Nichole Salivio • 4 min read • Wed, 1st Jul 2026