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MaxContact launches Auto QA amid FCA compliance gap
Customer Experience

MaxContact launches Auto QA amid FCA compliance gap

More than half of UK contact centre managers have found compliance breaches outside routine checks, heightening FCA scrutiny risks for firms.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Zopa launches AI Ask tool for Biscuit account users
Data Analytics

Zopa launches AI Ask tool for Biscuit account users

The feature could make everyday banking easier by letting Biscuit account holders move money, split bills and pay invoices by voice or text prompts.

By Karen Joy Bacudo • 3 min read • Last week

Global Stories

Customer service stories

Some AI risks more subtle than others
Digital Transformation

Some AI risks more subtle than others

Widespread use of chatbots and drafting tools may leave workers less able to verify outputs or think independently, Walsh said.

By Donovan Jackson • 3 min read • Yesterday
Ray White upgrades contact centre with AI oversight
Unified Communications

Ray White upgrades contact centre with AI oversight

Supervisors can now target call reviews and coaching more quickly as the 110-agent unit adds transcripts, scorecards and compliance tools.

By Raphael Veloso • 4 min read • Yesterday
Europe lags in AI adoption as customer service gains
Software-as-a-Service

Europe lags in AI adoption as customer service gains

European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.

By Sean Mitchell • 4 min read • Yesterday
Kodak Alaris launches N2000 series scanners for offices
Document Management

Kodak Alaris launches N2000 series scanners for offices

Distributed offices can now standardise document capture with scanners that protect records, reduce rework and support audits across multiple sites.

By Sofiah Nichole Salivio • 3 min read • 2 days ago
DXC names three winners of 2026 insurance invitational
Software-as-a-Service

DXC names three winners of 2026 insurance invitational

Insurers in Australia and New Zealand may gain tools for fraud checks, customer communication and injury recovery after DXC picked three startups.

By Mara Sugue • 5 min read • 3 days ago
AI transforming B2B discovery - but human trust endures
Data Analytics

AI transforming B2B discovery - but human trust endures

AI is changing how B2B buyers make decisions - but an expert warns that it is not a substitute for effective human comms strategies.

By David Shilovsky • 5 min read • Last week
Databricks AI helping telcos prevent churn, predict fraud
Digital Transformation

Databricks AI helping telcos prevent churn, predict fraud

By linking customer, network and operational data, telcos can spot churn and fraud sooner, while also speeding service and support decisions.

By David Shilovsky • 6 min read • Last week

Stories from Other Regions

Customer service stories

Plain English Foundation launches AI workplace services
Digital Transformation

Plain English Foundation launches AI workplace services

Only 21.1% of workers have been trained, leaving organisations exposed to errors and weak oversight as AI writing spreads.

By Mara Sugue • 4 min read • 2 days ago
US consumers want more flexible bill payment options
Digital Transformation

US consumers want more flexible bill payment options

Financial pressure is pushing households to favour flexible due dates and hardship pauses, even as most still want a live agent for billing disputes.

By Karen Joy Bacudo • 4 min read • 3 days ago
US consumers demand flexible bill payments as strain grows
Fintech

US consumers demand flexible bill payments as strain grows

More than three in five bill payers want control over payment timing, as 59% lack enough savings to cover a USD $1,000 emergency.

By Karen Joy Bacudo • 4 min read • 3 days ago
New Zealand firms split on AI as strategy gap widens
Robotics

New Zealand firms split on AI as strategy gap widens

Only 15% of New Zealand businesses have an AI strategy, leaving most unable to measure returns or prepare for the next wave of tools.

By Mara Sugue • 4 min read • 3 days ago
TD's Layer 6 invests CAD $25 million in Cohere AI tie-up
Software-as-a-Service

TD's Layer 6 invests CAD $25 million in Cohere AI tie-up

The bank's AI push aims to improve staff productivity and client service as it tests secure tools with Cohere and its Layer 6 unit.

By Jake MacAndrew • 3 min read • 3 days ago
2degrees returns to pre-tax profit after merger push
Network Infrastructure

2degrees returns to pre-tax profit after merger push

The telecoms group's annual revenue climbed 5.5% to USD $1.46 billion as integration costs eased and enterprise wins lifted growth.

By Joseph Gabriel Lagonsin • 4 min read • 5 days ago
Bybit launches AI chat assistant for trading & support
Fintech

Bybit launches AI chat assistant for trading & support

Users can now place trades and raise support requests in one chat, as the exchange rolls out a separate AI sub-account for safer automation.

By Karen Joy Bacudo • 3 min read • 5 days ago
SIRO targets 600 Irish business parks with fibre rollout
Digital Transformation

SIRO targets 600 Irish business parks with fibre rollout

Businesses in Irish parks could gain faster, more reliable links as SIRO says poor connectivity is slowing productivity and cloud use.

By Sofiah Nichole Salivio • 4 min read • 6 days ago