Customer Support stories
Infobip sees Black Friday rich messaging volumes surge
Yesterday
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customer support
Infobip logs 12.2 billion Cyber Week interactions as retailers drive a 277% Black Friday surge in rich messaging such as RCS and WhatsApp.
Gallagher Security maps global growth & 2026 focus
Yesterday
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customer support
Gallagher Security steps up global expansion with new leaders, offices and award-winning tech as it sharpens its growth focus for 2026.
NCSC warns AI prompt injection could drive huge UK data breaches
Yesterday
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customer support
UK cyber agency warns that misunderstanding AI prompt injection risks could trigger data breaches surpassing past SQL attacks in scale.
UK shoppers want AI for deliveries but demand transparency & choice
Last week
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customer support
UK shoppers want AI for real-time delivery tracking and returns but demand transparency and human support for trust and control over choices.
Creative Hut outsources logistics to 3PL to boost efficiency
Last week
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customer support
Creative Hut has outsourced logistics to 3PL, aiming to enhance fulfilment efficiency for its complex range of educational STEAM products.
What Black Friday revealed about retail’s customer service challenges
Last week
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customer support
Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.
Symbos grows customer experience services with CPM Australia buy
Last week
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customer support
Symbos boosts customer experience services by acquiring CPM Australia, expanding its workforce to over 2,000 across several countries with enhanced digital capabilities.
The symbiotic relationship between AI-driven CX and EX
Last month
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customer support
AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.
NZD $12 billion at risk for retailers as shoppers shun bad service
Last month
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customer support
New Zealand retailers risk losing NZD $12 billion this peak season as almost half of consumers shun businesses after one bad experience.
HP New Zealand honours partners for excellence & sustainability
Last month
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customer support
HP New Zealand has honoured standout partners like PB Tech, JB Hi-Fi, and Cyclone for excellence and sustainability in its 2025 Partner Awards.
Australian shoppers prefer human support over AI in Black Friday sales
Last month
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customer support
Australian shoppers favour human support over AI for Black Friday, with 55% preferring email communication and only 2% opting for chatbots during sales.
Will AI mean the end of the road for my customer service career?
Last month
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customer support
AI is transforming customer service careers, shifting roles from routine tasks to strategic, empathy-driven jobs enriched by data and technology.
Instagram safety campaign blocked over Meta influence concerns
Last month
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customer support
An Instagram safety campaign has been blocked by advertisers over fears it might upset Meta, highlighting Big Tech's influence in advertising decisions.
Babeltext bridges language gaps for Shopify’s global merchants
Last month
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customer support
Babeltext enables Shopify merchants to communicate in 195 languages via AI-powered messaging, easing global sales and boosting customer confidence.
Retailers turn to AI to meet demand & secure Black Friday sales
Last month
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customer support
Retailers are turning to AI and unified tech to meet soaring Black Friday demand, enhancing customer service and boosting cybersecurity amid rising cyber threats.
Goodbye Bots, Hello Conversations: How GenAI is Transforming Telco Customer Service
Last month
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customer support
GenAI is revolutionising telco customer service by replacing rigid bots with natural conversations, enhancing personalisation and speeding up support resolution.
Small firms turn to autonomous platforms for marketing gains
Last month
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customer support
Small firms are adopting autonomous all-in-one marketing platforms to cut costs and boost efficiency amid rising staff expenses and tech complexities.
OutSystems sees surge in enterprise AI agents with Agent Workbench
Last month
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customer support
OutSystems' Agent Workbench has attracted 1,500 developers as enterprises build over 5,500 AI agents, automating workflows for firms like Axos Bank and Thermo Fisher.
Ship4wd unveils platform helping US SMBs buy direct from China
Last month
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customer support
Ship4wd launches platform enabling US SMBs to buy directly from Chinese factories, offering pricing in USD, order protection, and integrated global shipping.
AI to handle 60 per cent of Australian customer queries by 2027
Last month
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customer support
AI is set to handle 60% of Australian customer queries by 2027, up from 31%, transforming service operations and boosting business efficiency.