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Financial leaders fear AI could harm vulnerable customers
Fintech

Financial leaders fear AI could harm vulnerable customers

Most firms have expanded customer-facing AI even as a survey found 77% fear their strategies could harm vulnerable customers.

By Karen Joy Bacudo • 5 min read • 3 days ago
UK consumers shun cold calls without trust signals
Customer Experience

UK consumers shun cold calls without trust signals

Most unsolicited business calls now go unanswered as branded caller ID and pre-call messages become key to winning trust, MaxContact found.

By Mark Tarre • 4 min read • 5 days ago

Global Stories

Customer Support stories

Quant & IBM launch Ava at Fortitude Re to cut calls
Digital Transformation

Quant & IBM launch Ava at Fortitude Re to cut calls

The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.

By Sean Mitchell • 8 min read • Today
VTEX expands AI commerce architecture across markets
Digital Transformation

VTEX expands AI commerce architecture across markets

Retailers can now automate merchandising, support and ad campaigns as autonomous agents are embedded across VTEX's commerce platform.

By Sofiah Nichole Salivio • 4 min read • Today
Tendfor updates Teams customer service with AI tools
Unified Communications

Tendfor updates Teams customer service with AI tools

AI-driven oversight and call handling could help organisations keep customer service consistent as Teams becomes their main workspace.

By Joseph Gabriel Lagonsin • 4 min read • Yesterday
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • Yesterday
Parloa tops USD $50 million ARR after Series D boost
Customer Relationship Management

Parloa tops USD $50 million ARR after Series D boost

Enterprise adoption is moving from pilots to production, helping Parloa lift net revenue retention to 150% and pass USD $50 million ARR.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Gainsight launches agentic stack for customer retention
Software-as-a-Service

Gainsight launches agentic stack for customer retention

The update lets post-sales teams build and share AI workflows in Gainsight, as boards push harder for measurable gains in retention and expansion.

By Joseph Gabriel Lagonsin • 4 min read • 4 days ago
Cloudflare builds Town Lake data platform with Skipper
Data Protection

Cloudflare builds Town Lake data platform with Skipper

Billing now accounts for most usage of Cloudflare's new internal platform, as staff query live data through Trino-backed Town Lake and Skipper.

By Sean Mitchell • 4 min read • Last week
Talkdesk launches proactive AI agents for retail, finance
Digital Transformation

Talkdesk launches proactive AI agents for retail, finance

Retailers and lenders could recover lost sales and automate compliance-heavy outreach as Talkdesk expands AI beyond inbound service tasks.

By Karen Joy Bacudo • 3 min read • Last week
Zendesk pledges USD $100 million to boost startup scheme
Software-as-a-Service

Zendesk pledges USD $100 million to boost startup scheme

The two-year pledge is aimed at easing early software costs for founders and tightening Zendesk's grip on startup buying decisions.

By Mark Tarre • 4 min read • Last week
Zendesk names Tifenn Dano Kwan as Chief Marketing Officer
Software-as-a-Service

Zendesk names Tifenn Dano Kwan as Chief Marketing Officer

The hire underscores Zendesk's push to turn surging AI bookings into revenue, with demand set to top USD $400 million next year.

By Sofiah Nichole Salivio • 4 min read • Last week
GoTo launches unified AI customer experience platform
Unified Communications

GoTo launches unified AI customer experience platform

Small businesses could cut support complexity as the new system links calls, chat and AI tools in one place, helping staff manage customers faster.

By Joseph Gabriel Lagonsin • 3 min read • Last week

Stories from Other Regions

Customer Support stories

AI contact centre analytics could boost Australian firms
Data Analytics

AI contact centre analytics could boost Australian firms

AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.

By Arthur Nowak • 4 min read • 3 days ago
OpenAI unveils tools to rein in enterprise AI costs
Software-as-a-Service

OpenAI unveils tools to rein in enterprise AI costs

Businesses are under pressure to widen AI use without blowing budgets, as OpenAI adds efficiency, pricing and governance controls.

By Sean Mitchell • 5 min read • 3 days ago
RBC expands Vancouver hub to add 1,000 jobs by 2029
Data Protection

RBC expands Vancouver hub to add 1,000 jobs by 2029

The bank plans to add 440 net new roles in British Columbia by 2029 as it widens its artificial intelligence and banking operations.

By Karen Joy Bacudo • 4 min read • 4 days ago
Zoho launches MCP server for for AI payment access
Data Protection

Zoho launches MCP server for for AI payment access

Businesses can now handle refunds, payment links and transaction checks in Zoho Payments through AI prompts, via an open protocol linking chat tools.

By Karen Joy Bacudo • 3 min read • Last week