Self-service stories

Gamma is urging organisations to treat missed calls and long queues as symptoms of deeper CX flaws in systems, processes and culture.

UK contact centres keep KPIs steady, but MaxContact warns a growing perception gap as frustrated customers switch providers in droves.

As AI reshapes insurance, automation could free women from routine tasks and open faster routes into higher-skilled, better-paid roles.

UK airlines are deploying agentic AI and WhatsApp chatbots to cut airport queues, ease staff strain and manage growing border disruption.

Zoom launches Virtual Agent 3.0 to automate complex, end-to-end customer journeys, promising higher first-contact resolution and transparency.

Amid rising AI and automation in contact centres, new research finds leadership, empathy and agent support now outmuscle technology alone.

Agentic AI in live contact centres is slashing rollout times, lifting self-service above 80% and boosting customer satisfaction by up to 20%.

Smart Communications launches AI-powered tools to help regulated firms modernise customer communications, data capture and archiving at scale.

Smart Communications launches governance-first AI tools in Conversation Cloud, targeting regulated sectors moving from pilots to production.

CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.

BIXOLON partners with Printec to standardise compact thermal printers in self-service and retail kiosks across Slovenia and wider Europe.

Aviva extends its tech pact with TCS, shifting another 1.1m UK life policies onto the BaNCS platform to streamline service and costs.

University of York selects Workday to replace dozens of legacy HR and finance systems with a single AI-driven cloud platform.

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

GenAI is revolutionising telco customer service by replacing rigid bots with natural conversations, enhancing personalisation and speeding up support resolution.

Zendesk's report reveals UK consumers expect faster, personalised service combining AI, data and human insight to solve issues on first contact.

Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.

The CNCF has launched the Certified Cloud Native Platform Engineer credential to certify advanced platform engineering skills for enterprises.

Orbit Analytics launches AirQuery Augmatica, an AI-powered suite boosting business intelligence by enabling faster, self-service analytics across enterprises.

Coveo's latest CX Relevance Report reveals that 49% of customers experience AI hallucinations, prompting scepticism and a demand for better digital experiences.