Ian Miller 
EasyJet has moved customer conversations onto Microsoft Dynamics 365 Contact Centre, bringing support channels together and using AI to help advisers find information and handle routine tasks..
New York City has proposed rules that would require businesses to disclose when customers are interacting with automated customer service and provide an easy route to a human representative..
Google Cloud has resolved a disruption at its London data centre that affected banks, businesses and public services across the UK. The incident originated in the europe-west2-b zone, where a power event led to elevated error rates and intermittent network failures..
Citizen satisfaction with U.S. federal government services fell 2.6% to an American Customer Satisfaction Index (ACSI) score of 68.6 out of 100, ending four consecutive years of improvement. The Study 2026 found lower scores across all drivers..
Personal AI agents can initiate customer requests such as cancelling subscriptions and booking restaurant reservations, but businesses may still need to complete them — potentially creating more work for contact centers..
Customer service platform provider Kustomer has announced the general availability of Conversation Intelligence and AI QA. Built on the vendor’s underlying AI Attributes framework, the native capabilities are designed to provide CX leaders with visibility..
According to the 2026 Website Localization Report from digital experience platform provider Liferay, failing to deliver culturally nuanced digital experiences is having a direct impact on conversion rates and brand trust..
Social media for customer service managers requires clear standards, shared ownership, and agents who know when to ask for help. Your role is to protect customer trust while helping your team respond accurately and professionally..
Forgepoint’s AI Inside Sales Rep, Frank, is built to streamline the entire RFQ-to-PO process. Frank works alongside quoting teams across the emails, documents, pricing logic, and systems they already use, helping them to quote faster..
Backed by Dharana Capital and trusted by CX leaders like Zendesk, the platform turns everyday workflows into dynamic videos that update themselves. More than 1,000 companies already use Clueso to create videos for marketing and customer success..
According to the latest findings from the Nigeria Customer Service Index (NCSI) report, national customer satisfaction climbed to a record high of 71% in 2025. However, beneath the progress lies a polarized consumer environment..
Virgin Media O2 has launched an AI-driven voice agent to assist customers with selected broadband fault queries, partnering with enterprise conversational AI platform Sierra. The telco is rolling out the technology gradually..
As your company grows, who should make the call when a customer needs help: one central support team or the people closest to that customer? Decentralized customer service can give local teams room to act. Centralized support can make service easier to manage..
At UK Power Networks’ annual company awards, Billy Issace from Thornton Heath, Surrey was named Customer Service Hero, whilst Vesna Doncic from Ipswich was voted People’s Choice winner, recognising the positive impact they have both made..
In customer psychology, waiting is toxic: unoccupied time feels longer than occupied time. Here, we explain how smart queue management systems eliminate wait-time frustration, boost efficiency, and explore top software vendors like Qmatic and Waitwhile..
According to a report by Coresight Research in partnership with Zebra Technologies and Elo Touch Solutions, self-service technology is no longer just a way to shave a few seconds off the checkout line, it is rapidly transforming into the backbone of modern physical retail..
Agentic personalization combines customer data with autonomous or semi-autonomous AI agents. These agents can observe permission-based signals, interpret a customer’s goal, choose a next step, and act through connected systems..
Customer service knowledge platform Stonly has launched Business Process Agents (BPAs), a new AI-driven tool designed to automate multi-step customer service procedures by leveraging an organization’s existing standard operating procedures (SOPs)..
For decades, the standard automated greeting in customer service has been virtually unchanged: “This call may be monitored or recorded for quality and training purposes.” is dangerously outdated. Discover why contact center AI demands modern disclosures..