Customer service stories - Page 9

Salesforce launches Agentforce 360 retail tools to unify AI across marketing, eCommerce and service, promising smoother shopper journeys.

Talkdesk unveils Commerce Orchestration and Consumer Goods Experience Cloud to coordinate AI-driven retail journeys end to end.

Retailers urged to brace for early-year spike in chargebacks as mobile shopping and buy now, pay later fuel record US holiday spend.

Salesforce launches an AI Fluency Playbook to help build 'agentic enterprises', guiding staff to work effectively with AI agents at scale.

Hapax unveils a free AI certification for bankers as lenders ramp up AI spending and face tougher scrutiny from regulators and boards.

Freshworks names AI-focused marketer Kady Srinivasan as CMO to sharpen its global brand and go-to-market engine in crowded SaaS markets.

Simwood launches WhatsApp Business voice integration, linking Teams, SIP and UCaaS tools to more than three billion WhatsApp users.

Freshworks rolls out new AI tools for Freshdesk to unify channels, cut agent drudgery and boost resolution speeds for service teams.

AI is transforming loyalty from points to real-time, personalised journeys as super apps and agentic engagement engines rapidly take hold.

TCS launches BaNCS AI Compass, adding explainable AI agents to help global banks automate operations while tightening governance controls.

AI dominates CEO earnings calls for the first time, as leaders pair record investment pledges with mounting warnings of an AI market bubble.

Tech Mahindra and Google Cloud will scale Gemini 2.5-based agentic AI to move enterprises from pilots to production-grade, governed workflows.

AI agents are set to strain data, security and talent in 2026, as enterprises bet on a few core frameworks and brace for identity attacks.

Value for money, not low prices or rapid delivery, is the strongest driver of eCommerce satisfaction, Judge.me's study of reviews finds.

Hyland has been ranked a Leader in IDC's 2025-2026 MarketScape for intelligent document processing, citing its agentic automation strategy.

Record Black Friday online sales risk hollowing out profits as soaring returns, refunds and BNPL queries squeeze retailers' margins.

ServiceNow buys AI assistant specialist Moveworks to create a single conversational 'front door' into automated workflows across the enterprise.

Retailers brace for a “Christmas Returns Hangover” as eDesk reports a 45% spike in return requests from 26 December, denting profits.

Odigo's takeover of Akio deepens its ALE Connect alliance with Alcatel-Lucent Enterprise, accelerating hybrid CCaaS and agentic AI innovation.

SonicWall launches AI chat, unified search and tutorials to speed self-service support while keeping traditional help channels in place.