Customer service stories - Page 17

Agentic AI is set to revolutionise SaaS customer service by autonomously resolving 80% of common issues, transforming user experience by 2029.

NTT DATA launches a new EPAS service to enhance adoption of Salesforce's Agentforce, enabling enterprises to deploy autonomous AI agents alongside human teams.

Ericsson is revamping its Enterprise Wireless Solutions partner programme, simplifying tiers and boosting earnings, effective from 1 July 2025.

Ericsson launches a simpler partner scheme for Enterprise Wireless Solutions, boosting financial rewards and support in mid-2025.

Avoid three common pitfalls when using AI for customer experience: integrate with your systems, avoid costly overhauls, and balance speed with strategy for best results.

Herefordshire's TSD and Perplex Digital have won top awards at the Umbraco Awards 2024 for their innovative eCommerce platforms and AI integrations.

Ian Tickle has been named Chief of Global Field Operations at Freshworks, advancing from interim to lead the company's global sales and expansion efforts.

NiCE expands its AI partnership with AWS to enhance CXone Mpower, bringing advanced AI-powered automation to customer experience workflows at enterprise scale.

NiCE launches CXone Mpower Agents, AI-driven tools designed to automate and streamline customer service across front, middle, and back-office operations.

NiCE teams up with Snowflake to enable secure, AI-driven sharing and automation of customer data, enhancing efficiency and personalisation across enterprises.

In 2025, AI will revolutionise customer experience, with 86% of US consumers recognising its value and a shift towards faster, digital-first service.

Skillsoft partners with Salesforce to launch AI-powered training within its platform, aiming to close skill gaps in customer support teams and enhance service quality.

Calabrio launches a unified Performance Management platform to streamline contact centre employee management and boost productivity with AI-driven tools.

Global happiness falls to 58% in 2025, yet customer service satisfaction rises, boosted by growing trust in AI-powered support worldwide.

HubSpot has launched a direct ChatGPT connector for CRM insights, enabling users to analyse customer data with natural language queries and no coding.

NiCE has honoured partners across APAC and EMEA for driving AI and automation excellence in customer service with its 2025 International Partner Awards.

HCLTech and UiPath have partnered to deliver scalable agentic automation, combining AI and automation to boost business agility and efficiency globally.

NICE and AWS have teamed up to offer NICE's CXone Mpower AI on AWS Marketplace, enhancing AI-driven customer service with unified, scalable cloud solutions.

Technology like biometrics and AI is transforming travel, reducing queues and delays to create smoother, ticket-free, personalised journeys for passengers worldwide.

Evergreen has acquired Sterling Technology Solutions, appointing Solei Dyment as CEO to expand its managed IT services across the US East Coast.