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Oracle launches agentic AI tools & Deep Trust architecture
Data governance

Oracle launches agentic AI tools & Deep Trust architecture

Businesses using Oracle Fusion software will get new AI tools that can act on approved tasks, while a trust framework aims to curb data and security risks.

By Joseph Gabriel Lagonsin • 6 min read • Today
Villeroy & Boch deploys Talkdesk to streamline service
Customer Relationship Management

Villeroy & Boch deploys Talkdesk to streamline service

The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.

By Sean Mitchell • 3 min read • Today
Accenture buys Sagacity to boost customer intelligence
Data Analytics

Accenture buys Sagacity to boost customer intelligence

The deal adds more than 140 specialists as consulting groups race to turn customer data and AI into growth, retention and service gains.

By Mara Sugue • 3 min read • Yesterday
AI now helps Australians choose brands, study finds
Customer Experience

AI now helps Australians choose brands, study finds

Nearly two in five Australians now use generative AI to help pick brands, and most still want to make the final purchase decision themselves.

By Sofiah Nichole Salivio • 4 min read • Last week
Riskified launches AI agent identity checks for merchants
Artificial Intelligence

Riskified launches AI agent identity checks for merchants

Merchants could face fresh refund fraud and account-takeover risks as consumer AI assistants start handling shopping and support requests.

By Joseph Gabriel Lagonsin • 5 min read • Last week
8x8 names Boris Grinshpun as company's Product Chief
Unified Communications

8x8 names Boris Grinshpun as company's Product Chief

The move comes as 8x8 pushes harder into AI-powered customer experience tools across its communications software portfolio.

By Sofiah Nichole Salivio • 3 min read • Last week
React says AI still needs human leadership training
Data Analytics

React says AI still needs human leadership training

As AI reshapes workplaces, employers risk neglecting the human skills needed to handle conflict, feedback and change, React says.

By Mara Sugue • 4 min read • Last week
NiCE named Gartner CCaaS leader as AI revenue jumps
Digital Transformation

NiCE named Gartner CCaaS leader as AI revenue jumps

AI annual recurring revenue climbed to USD $362 million in the second quarter, as NiCE won a top Gartner ranking in cloud contact centre software.

By Joseph Gabriel Lagonsin • 3 min read • Last week
Aramex names Tim Martin regional chief for Europe, Americas
Supply Chain

Aramex names Tim Martin regional chief for Europe, Americas

The appointment formalises his oversight of Aramex's second-largest revenue region, covering the UK, Europe and the Americas as trade flows shift.

By Mara Sugue • 3 min read • Last week

Stories from Other Regions

Customer service stories

Australians shun AI customer service for human help
Customer Experience

Australians shun AI customer service for human help

Most Australians still prefer a person to AI support, spending 101 seconds more to reach one than the 63 seconds the bot saves.

By Joseph Gabriel Lagonsin • 4 min read • Today
Upstream Works launches Totalix contact centre platform
Software-as-a-Service

Upstream Works launches Totalix contact centre platform

The platform promises same-day changes and fixed per-agent pricing as Upstream Works shifts to partners for wider distribution.

By Sofiah Nichole Salivio • 4 min read • Today
Sherwen warns AI readiness needs customer adoption
Digital Transformation

Sherwen warns AI readiness needs customer adoption

Consumer trust could decide whether AI projects pay off, as Sherwen Studios says technical readiness alone does not guarantee adoption.

By Sofiah Nichole Salivio • 4 min read • Today
UK consumers more frustrated by AI customer service
Customer Experience

UK consumers more frustrated by AI customer service

Six in 10 UK respondents said AI customer service was frustrating, with handovers to human staff proving a particular weak point.

By Regine Laguilles • 4 min read • Yesterday
Centrical launches AI workforce orchestration system
Customer Relationship Management

Centrical launches AI workforce orchestration system

It is aimed at large employers seeking clearer returns from AI by linking strategy, training and frontline actions across people and agents.

By Mara Sugue • 4 min read • Last week
Kademy urges Malaysian firms to pair AI with skills
Digital Transformation

Kademy urges Malaysian firms to pair AI with skills

Malaysian firms risk wasted AI spend unless they train staff to use the tools on the job, Kademy Corporate founder Datuk Kimi Lau Pei Ling said.

By Sofiah Nichole Salivio • 5 min read • Last week
Enterprises report AI maturity but struggle to show ROI
Data Analytics

Enterprises report AI maturity but struggle to show ROI

Only 28% of firms in Komprise's survey have measured AI returns, despite 68% saying their organisations are already maturing or mature in AI.

By Mara Sugue • 3 min read • Last week
Emotional intelligence key to loyalty as AI spreads
Digital Transformation

Emotional intelligence key to loyalty as AI spreads

Retailers risk losing loyalty unless they pair faster AI-driven service with empathy, as customers judge brands more on how they feel than speed.

By Sofiah Nichole Salivio • 4 min read • Last week
InTouch Credit Union boosts authentication with IDgo
Artificial Intelligence

InTouch Credit Union boosts authentication with IDgo

The switch has cut call verification by up to 90 seconds and freed about 250 staff hours a month across 10,000 member calls.

By Sofiah Nichole Salivio • 4 min read • Last week