Customer service stories

Ant backs Google’s new Universal Commerce Protocol to standardise how AI agents handle shopping, payments and post-purchase support.

Nintex warns enterprise agentic AI will face a 2026 reality check, with tighter budgets, targeted use cases and tougher governance.

AI will reshape risk, trust and compliance in 2026 as firms swap hype for embedded tools, tighter controls and higher regulatory scrutiny.

SAS predicts agentic AI will run core banking by 2026, reshaping trust, fraud defences, climate risk and quantum-powered decision making.

Klaviyo forecasts 2026 surge in AI voice shopping, automated returns and connected-device purchases reshaping how consumers buy.

Zendesk warns APAC brands that rising CX expectations demand transparent, context-rich AI that resolves issues instantly or risks churn.

AI agents will reshape how shoppers discover brands, forcing retailers to rethink visibility as SaaS vendors and ad budgets come under strain.

AI is set to manage 41% of Singapore’s customer service cases by 2027, as service teams embrace “agentic” tools despite security concerns.

UK councils ramp up AI spending to boost efficiency and services, but poor strategy and complexity risk wasting taxpayers’ money.

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

Renfrewshire’s AI adviser Millie cuts calls, saves GBP £110,000 and wins awards, as Scotland is hailed a model for council services.

Crew Clothing rolls out Cegid Retail Store Excellence across 217 UK stores, unifying operations and boosting multi-brand visibility in real time.

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

Quail Digital launches Pro12 wireless headsets to boost safety and incident response as UK retailers battle surging theft and staff abuse.

Klaviyo posts 48% EMEA revenue surge, names Europe-based Co-CEO Chano Fernández to spearhead international and AI-driven retail push.

Patchworks debuts MCP integration layer to plug AI into retailers’ live systems, promising real-time workflows beyond basic recommendations.

BGF invests GBP £16.6m in Workbooks to accelerate US expansion and deepen development of its integrated mid-market SaaS platform.

Google Cloud unveils Gemini CX AI platform to link retail and restaurant shopping, service and ordering into one joined-up experience.

Zespri taps SAP cloud to automate over NZD $70m in annual quality claims, slashing processing times and boosting consistency worldwide.

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