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UK & Ireland consumers back AI service if it works
Customer Experience

UK & Ireland consumers back AI service if it works

Most UK and Ireland customers will use AI support if it solves problems fast, but 65 per cent still prefer a human for tricky queries.

By Regine Laguilles • 5 min read • Yesterday
agentic AI seen as biggest customer engagement shift
Software-as-a-Service

agentic AI seen as biggest customer engagement shift

Technical staff at Infobip Shift 2026 said autonomous AI agents are reshaping service journeys and making reskilling more valuable than new coding languages.

By Regine Laguilles • 4 min read • Yesterday
Zendesk launches outcome AI platform with new pricing
Digital Transformation

Zendesk launches outcome AI platform with new pricing

Customers will pay for resolved issues instead of software seats as Zendesk ties AI billing to verified service outcomes and business work.

By Sean Mitchell • 4 min read • Today
Zendesk launches Outcome AI Platform with unlimited seats
Software-as-a-Service

Zendesk launches Outcome AI Platform with unlimited seats

Customers will pay for completed service work instead of each user, as Zendesk shifts its AI pricing model and says unlimited seats are included.

By Mara Sugue • 4 min read • Today
Zendesk moves beyond ticket closures with outcome-based AI
Customer Experience

Zendesk moves beyond ticket closures with outcome-based AI

The new platform charges only when AI resolves an issue, pushing support teams to measure success by customer outcomes rather than ticket counts.

By Anthony Caruana • 4 min read • Today
AI edge in group protection hinges on data quality
Data governance

AI edge in group protection hinges on data quality

Poor member records could blunt insurers' AI gains, leaving group protection providers unable to improve underwriting, claims or service consistently.

By Mara Sugue • 3 min read • 2 days ago
Orange deploys AI agents for billing support queries
Customer Experience

Orange deploys AI agents for billing support queries

Customers in several countries can now get billing and account answers from Orange's AI agents, which are restricted to internal records and costs.

By Karen Joy Bacudo • 3 min read • 2 days ago
Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027
Customer Relationship Management

Predictions: Why AI, Customer Context and Measurable Value Will Define Loyalty in 2027

Brands will face sharper pressure in 2027 to prove loyalty spend lifts customer value, as AI exposes gaps in customer data and service.

By Billy Loizou • 4 min read • 2 days ago

Stories from Other Regions

Customer service stories

AGIG wins award for AI booking service for meter changes
Customer Experience

AGIG wins award for AI booking service for meter changes

Customers needing gas meter changes can now book appointments online instead of phoning, after AGIG replaced a manual paper process with AI support.

By Mara Sugue • 3 min read • Today
Verint names Abhi Sharma as chief product & tech chief
Customer Experience

Verint names Abhi Sharma as chief product & tech chief

The move centralises Verint's AI product development as the software group tries to turn customer demand for measurable results into faster delivery.

By Mara Sugue • 3 min read • Today
US consumers trust AI customer service if issues resolve
Customer Experience

US consumers trust AI customer service if issues resolve

Trust, not novelty, now determines whether Americans will accept AI support, with preference rising when customers know their issue will be resolved.

By Sofiah Nichole Salivio • 4 min read • Today
Consumers favour AI agents when resolution is guaranteed
Customer Experience

Consumers favour AI agents when resolution is guaranteed

Trust matters more than novelty, with 28.8% of US consumers now choosing AI customer service when they know their issue will be resolved.

By Mara Sugue • 4 min read • Yesterday
Cowbell launches AI liability cover for small firms
Ransomware

Cowbell launches AI liability cover for small firms

Businesses using AI agents can now insure against payments gone wrong, data leaks and customer claims under a new Cowbell policy.

By Karen Joy Bacudo • 4 min read • Yesterday
Arcsite launches home platform for Australian builders
Property Technology

Arcsite launches home platform for Australian builders

The Canberra-developed system aims to cut the hidden admin burden on residential builders, from customer updates to defect follow-up and handover records.

By Mara Sugue • 4 min read • Yesterday
Singapore Airlines unveils S$2 billion cabin overhaul
Customer service

Singapore Airlines unveils S$2 billion cabin overhaul

Passengers will see new cabins, lounges and airport services from 2027, as the carrier commits more than S$2 billion to the upgrade.

By Mara Sugue • 4 min read • 2 days ago
EZRA launches new AI coaching service for managers
Digital Transformation

EZRA launches new AI coaching service for managers

Middle managers could now get coaching previously reserved for executives, as EZRA says its AI and human blend lifts behavioural change by 37%.

By Mara Sugue • 3 min read • Last week
WHSmith rolls out x-hoppers across more than 300 UK stores
Digital Transformation

WHSmith rolls out x-hoppers across more than 300 UK stores

Pilot results showing up to a 22% sales lift have prompted WHSmith to extend the system to more than 300 UK travel stores.

By Sofiah Nichole Salivio • 3 min read • Last week
Shoppers prefer AI for research but want humans for issues
Generative AI

Shoppers prefer AI for research but want humans for issues

Confidence drops sharply when AI enters checkout and delivery, with most shoppers still wanting a person to sort late, damaged or wrong orders.

By Karen Joy Bacudo • 4 min read • Last week