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Self-service Stories - Page 4

UK Stories

Self-service stories

A CX Measurement Gap That Has Been Circling for Years
Customer Experience

A CX Measurement Gap That Has Been Circling for Years

CX leaders are drowning in data yet missing early friction, as outdated metrics fail to reveal hidden effort across complex journeys.

By Jeff Blair • 4 min read • Thu, 29th Jan 2026
Aviva expands TCS deal to run more UK life policies
Digital Transformation

Aviva expands TCS deal to run more UK life policies

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

By Catherine Knowles • 4 min read • Fri, 19th Dec 2025
The symbiotic relationship between AI-driven CX and EX
Customer Relationship Management

The symbiotic relationship between AI-driven CX and EX

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

By Ian Tickle • 3 min read • Thu, 27th Nov 2025
Goodbye Bots, Hello Conversations: How GenAI is Transforming Telco Customer Service
Digital Transformation

Goodbye Bots, Hello Conversations: How GenAI is Transforming Telco Customer Service

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

By Amir Mehmood • 5 min read • Fri, 21st Nov 2025
AI & contextual intelligence redefine UK customer expectations
Data Analytics

AI & contextual intelligence redefine UK customer expectations

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

By Shannon Williams • 4 min read • Thu, 20th Nov 2025
Three signs your company is heading for the customer support squeeze
Customer Experience

Three signs your company is heading for the customer support squeeze

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

By Simon Hayward • 4 min read • Wed, 12th Nov 2025

Global Stories

Self-service stories

University of York picks Workday in major systems revamp
Software-as-a-Service

University of York picks Workday in major systems revamp

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

By Sean Mitchell • 4 min read • Fri, 12th Dec 2025
CNCF launches new certification for cloud native engineers
Virtualisation

CNCF launches new certification for cloud native engineers

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

By Jake MacAndrew • 3 min read • Wed, 12th Nov 2025
Orbit Analytics unveils AI suite to boost business intelligence
Data Analytics

Orbit Analytics unveils AI suite to boost business intelligence

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

By Catherine Knowles • 3 min read • Thu, 7th Aug 2025
AI set to transform customer experience & loyalty in 2025
Digital Transformation

AI set to transform customer experience & loyalty in 2025

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

By Melania Watson • 3 min read • Tue, 17th Jun 2025
Lallemand adopts self-service portal to end costly legacy orders
Platform-as-a-Service

Lallemand adopts self-service portal to end costly legacy orders

Lallemand has launched a new B2B self-service portal powered by commercetools, replacing traditional ordering to boost efficiency and global scalability.

By Catherine Knowles • 3 min read • Thu, 24th Apr 2025

Stories from Other Regions

Self-service stories

Nottingham Malaysia launches AI agent for student recruitment
EduTech

Nottingham Malaysia launches AI agent for student recruitment

University of Nottingham Malaysia debuts NOVA AI assistant to give round-the-clock course and admissions guidance to global applicants.

By Mark Tarre • 4 min read • Fri, 9th Jan 2026
Canada partners with Coveo to modernise AI public services
Digital Transformation

Canada partners with Coveo to modernise AI public services

Canada signs MOU with Coveo to power digital public services, boost productivity and assert greater control over its data and systems.

By Jake MacAndrew • 3 min read • Fri, 19th Dec 2025
From metrics to meaning: Rethinking KPIs in contact centres
Unified Communications

From metrics to meaning: Rethinking KPIs in contact centres

Australian contact centres risk drowning in metrics; experts urge a sharper focus on a few vital KPIs to lift service, loyalty and morale.

By Richard Lundgren • 5 min read • Wed, 17th Dec 2025
Australian businesses use AI to halve call centre waiting times
Customer Experience

Australian businesses use AI to halve call centre waiting times

Australian businesses are leveraging AI technology to halve call centre waiting times, boosting customer service and employee satisfaction across the sector.

By Shannon Williams • 3 min read • Sun, 21st Sep 2025
Salesforce launches Agentforce 3 to boost enterprise AI
Customer Relationship Management

Salesforce launches Agentforce 3 to boost enterprise AI

Salesforce unveils Agentforce 3, enhancing control and visibility for enterprises to efficiently scale AI agents across operations amid rising global adoption.

By Jed Nykolle Harme • 4 min read • Wed, 25th Jun 2025
Superloop Partner Program aims to boost IT channel engagement
Unified Communications

Superloop Partner Program aims to boost IT channel engagement

Superloop has unveiled its Partner Program, offering IT channel companies new tools via the Krypton portal to boost benefits and competitiveness.

By Melania Watson • 3 min read • Tue, 29th Apr 2025