Kensington Mortgages, part of Barclays Bank PLC, has successfully completed the migration of its Servicing operation to Amazon Connect, marking the second and most complex phase of one of the UK’s most significant financial services cloud contact centre transformations..
This article compares seven AI sales assistants for discovery calls, evaluating each on whether it helps during the live conversation and whether it suggests the next question rather than only tracking what was covered..
This Customer Service Week, Carrie Ramskill, chief operating officer of HGS UK, comments on the evolving role of AI in CX and why customer service professionals remain essential in delivering an exceptional experience..
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..
Maximor, the autonomous finance company, today announced it has rebranded as Hyphenate. The new name reflects the company’s expansion across the office of the CFO and follows 86x revenue growth over the past 12 months..
A customer asks the same billing question in Madrid, Montreal, and São Paulo. The underlying policy may be global. The answer should not necessarily be identical. Currency, terminology, regulatory wording, can change by market..
Analysis of 2,000 Trustpilot customer reviews finds communication, proactive support and human ownership are key to a positive customer experience. Simply keeping customers updated may not be enough to deliver a positive customer experience..
Ascerta Series A led by Dell Technologies Capital as it expands from AI cost management into Enterprise AI Management. Formerly known as Pay-i, the company gives CIOs, CFOs and AI leaders one system to measure what AI costs..
As AI agents take on more responsibility in customer service, containment alone can’t tell you whether they’re delivering the right outcomes. Joseph Kim, CEO of Druid AI, explains why customer service leaders need a broader definition of AI performance..
The platform resolves incidents and change requests across systems like SAP and Salesforce, and turns the undocumented exceptions and customizations buried inside every enterprise into a source of truth for production agents..
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..
AI-native logistics technology company Locus has launched Delivery Promise Management, a new capability designed to connect front-end digital checkout environments with a retailer’s real-time operational data ahead of the 2026 peak shopping season..
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..
The same week of AI conversations can be reported as a 45% resolution rate or a 93% one. In this article, Marija Jovanović of Helpjuice provides a five-point check a service manager can run on any vendor’s number, applied openly to one published dataset..
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)..