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Customer service Stories - Page 15

UK Stories

Customer service stories

NFON & O2 Telefónica hit 100,000 Digital Phone users
Unified Communications

NFON & O2 Telefónica hit 100,000 Digital Phone users

NFON and O2 Telefónica Deutschland pass 100,000 Digital Phone users as they pivot from SMEs to larger enterprises and AI-led services.

By Sofiah Nichole Salivio • 3 min read • Sat, 7th Mar 2026
UK shoppers warm to AI agents but trust concerns grow
Data Protection

UK shoppers warm to AI agents but trust concerns grow

UK shoppers are embracing AI shopping agents for better deals and ease, but rising data privacy fears risk slowing wider adoption.

By Sofiah Nichole Salivio • 4 min read • Fri, 6th Mar 2026
The skills that shaped my unusual route to tech
Virtualisation

The skills that shaped my unusual route to tech

From Michelin kitchens to SaaS boardrooms, one woman shows how resilience and empathy can forge an unconventional route into tech.

By Barbara Schulz • 4 min read • Fri, 6th Mar 2026
Why gender diversity is imperative in shaping ethical AI
Fintech

Why gender diversity is imperative in shaping ethical AI

Gender-diverse teams are vital to building ethical, trustworthy AI, reducing systemic bias and ensuring technology serves all of society.

By Tamsin Crossland • 4 min read • Fri, 6th Mar 2026
International Women's Day: Why security operations centres need women
Security Operations Centres

International Women's Day: Why security operations centres need women

Security operations centres urgently need more women, whose empathy, calm and insight are crucial as tech-driven threats rapidly evolve.

By Vicki Beynon • 5 min read • Fri, 6th Mar 2026
HIVED rolls out unified electric delivery for UK SMEs
Software-as-a-Service

HIVED rolls out unified electric delivery for UK SMEs

HIVED launches HIVED One, a unified all-electric parcel service aimed at simplifying nationwide deliveries for UK eCommerce SMEs.

By Mark Tarre • 3 min read • Fri, 6th Mar 2026
Public backs AI in services, but demands strong rules
EduTech

Public backs AI in services, but demands strong rules

Nearly half of UK public back AI for faster, more accessible services, but demand tight rules, oversight and visible accountability.

By Catherine Knowles • 4 min read • Tue, 3rd Mar 2026

Global Stories

Customer service stories

International Women's Day - women, confidence, and the credit gap
Fintech

International Women's Day - women, confidence, and the credit gap

Ahead of International Women's Day, new research exposes how shattered confidence, bias and complexity fuel a stubborn credit gap for women.

By Natalie Ip • 4 min read • Fri, 6th Mar 2026
International Women's Day: If women are not shaping AI, they will be shaped by it
Digital Transformation

International Women's Day: If women are not shaping AI, they will be shaped by it

As AI reshapes work and life, women must be empowered to build and question it, or risk being defined by systems they did not design.

By Wendi Sturgis • 5 min read • Thu, 5th Mar 2026
AI-era contact centres become strategic CX data hubs
Customer Relationship Management

AI-era contact centres become strategic CX data hubs

In 2026, AI turns the contact centre from a cost to a real-time intelligence engine, transforming CX into core competitive advantage.

By Martyn Riddle • 5 min read • Thu, 5th Mar 2026
Shoppers ditch Australian brands over poor site search
Digital Transformation

Shoppers ditch Australian brands over poor site search

Shoddy search tools are driving Australians from favourite online retailers, with 72% abandoning brands and many paying rivals more.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Mar 2026
Mid-market firms stall at pilot stage for agentic AI
DevOps

Mid-market firms stall at pilot stage for agentic AI

Most mid-market firms are stuck in pilot agentic AI trials as governance lags, even while 43% leapfrog directly into agent-based systems.

By Shannon Williams • 4 min read • Thu, 5th Mar 2026

Stories from Other Regions

Customer service stories

Women in transport tech: How diverse teams keep freight moving
Digital Transformation

Women in transport tech: How diverse teams keep freight moving

Women at MyTrucking are reshaping transport tech, blending empathy with efficiency to keep freight moving in smarter, more human ways.

By Sarah Macdonald • 3 min read • Fri, 6th Mar 2026
Poor website search drives Australian shoppers away
DevOps

Poor website search drives Australian shoppers away

Australian shoppers are deserting online retailers over clunky site search, with many paying more elsewhere for AI‑style, natural language results.

By Joseph Gabriel Lagonsin • 4 min read • Thu, 5th Mar 2026
Working better, not just harder: why inclusion is Australia's next productivity lever
Digital Transformation

Working better, not just harder: why inclusion is Australia's next productivity lever

Australia's productivity hinges on AI skills for all, with inclusive training and leadership key to unlocking AUD $115 billion by 2030.

By Laura Malcolm • 4 min read • Thu, 5th Mar 2026
If AI replaces jobs, which women lose first?
Data Science

If AI replaces jobs, which women lose first?

AI threatens to displace millions of women in admin and service roles first, unless leaders fund inclusive reskilling and redefine work now.

By Holly Hunt • 4 min read • Thu, 5th Mar 2026
Kinetic IT attains ServiceNow Elite Partner status
Digital Transformation

Kinetic IT attains ServiceNow Elite Partner status

Kinetic IT has been elevated to ServiceNow Elite Partner status, boosting its advisory and implementation credentials across Australia.

By Joseph Gabriel Lagonsin • 4 min read • Wed, 4th Mar 2026