Customer Support stories - Page 5

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

AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.

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

Twilio predicts Asia Pacific customer service will face strict AI transparency rules and mandatory bot disclosures by 2026.

AI firms tip 2026 as the dawn of a post-transformer era, with memory-led, workflow-specific systems overtaking general-purpose models.

Snowflake and Anthropic deepen Claude tie-up with a USD $200m deal to push compliant AI agents across Snowflake’s global data cloud.

UiPath and Talkdesk are teaming up to fuse agentic AI, streamlining document-heavy healthcare contact centre workflows and cutting errors.

LogicMonitor taps SiS Technologies as Singapore distributor to drive uptake of its AI-first observability platform across Southeast Asia.

Intel 471 promotes Amy Minyard-Bishop to CRO and Steve Micallef to CTO as it scales cyber threat intelligence amid surging global demand.

Infobip logs 12.2 billion Cyber Week interactions as retailers drive a 277% Black Friday surge in rich messaging such as RCS and WhatsApp.

Gallagher Security steps up global expansion with new leaders, offices and award-winning tech as it sharpens its growth focus for 2026.

UK cyber agency warns that misunderstanding AI prompt injection risks could trigger data breaches surpassing past SQL attacks in scale.

UK shoppers want AI for real-time delivery tracking and returns but demand transparency and human support for trust and control over choices.

Creative Hut has outsourced logistics to 3PL, aiming to enhance fulfilment efficiency for its complex range of educational STEAM products.

Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.

Symbos boosts customer experience services by acquiring CPM Australia, expanding its workforce to over 2,000 across several countries with enhanced digital capabilities.

AI-driven customer service boosts customer experience, but investing in employee experience is key to lasting loyalty and staff retention.

New Zealand retailers risk losing NZD $12 billion this peak season as almost half of consumers shun businesses after one bad experience.

HP New Zealand has honoured standout partners like PB Tech, JB Hi-Fi, and Cyclone for excellence and sustainability in its 2025 Partner Awards.

Australian shoppers favour human support over AI for Black Friday, with 55% preferring email communication and only 2% opting for chatbots during sales.