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Backbase named Forrester leader & customer favourite
Software-as-a-Service

Backbase named Forrester leader & customer favourite

Backbase wins Forrester Leader status and customer favourite as its AI-native Banking OS gains traction with more than 120 banks worldwide.

By Shannon Williams • 4 min read • 2 days ago
Crescendo expands into UK & Europe after rapid growth
Unified Communications

Crescendo expands into UK & Europe after rapid growth

Crescendo targets Britain and Europe with AI customer service push after topping USD $100 million in annual recurring revenue.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Cognizant & Google Cloud launch AI retail contact centre
Unified Communications

Cognizant & Google Cloud launch AI retail contact centre

Cognizant and Google Cloud have unveiled an AI-powered retail contact centre, with early trials claiming up to 85% query containment and faster service.

By Sean Mitchell • 4 min read • Last week
Amplitude launches AI assistant for in-product support
Digital Transformation

Amplitude launches AI assistant for in-product support

Amplitude adds an AI assistant inside apps to guide users through tasks, cut support tickets and tie help requests to product behaviour.

By Catherine Knowles • 4 min read • Last week
Parloa study finds big firms make customer contact hard
Unified Communications

Parloa study finds big firms make customer contact hard

Parloa study finds many global firms bury support details, while most chatbots fail to solve issues and phone menus remain frustrating.

By Shannon Williams • 4 min read • Last week
Erste Group deploys FICO optimisation for retail lending
Data Analytics

Erste Group deploys FICO optimisation for retail lending

Erste Group expands AI-driven lending model across eight markets, cutting manual pricing exceptions and lifting profit in small-business loans.

By Mark Tarre • 3 min read • Last week
Agoyu wins patent for AI moving quotes app in Puerto Rico
Customer Experience

Agoyu wins patent for AI moving quotes app in Puerto Rico

Agoyu secures patent for AI-powered moving app that scans video inventories, matches licensed movers and returns quotes in minutes.

By Mark Tarre • 3 min read • Last month
5 eCommerce trends set to define 2026
Digital Transformation

5 eCommerce trends set to define 2026

Ecommerce in 2026: AI shoppers, social sales and returns pressure push retailers to rethink data, compliance and cross-border growth.

By Bobby Joseph • 7 min read • Last month
Arctic Wolf wins Gartner Customers' Choice for MDR
Cloud Security

Arctic Wolf wins Gartner Customers' Choice for MDR

Arctic Wolf earns a strong 2026 Gartner Peer Insights showing for managed detection and response, backed by 241 reviews and a 99% recommendation rate.

By Shannon Williams • 3 min read • Last month
KnowBe4 tops G2 as award haul boosts cyber profile
Phishing

KnowBe4 tops G2 as award haul boosts cyber profile

KnowBe4 wins top G2 rankings and multiple awards as chief executive officer Bryan Palma hails growth in cyber, workplace and brand appeal.

By Sean Mitchell • 3 min read • Last month
Bybit EU picks Fourthline for EEA onboarding checks
Software-as-a-Service

Bybit EU picks Fourthline for EEA onboarding checks

Bybit EU taps Fourthline to streamline EEA customer checks as MiCA raises the bar for crypto onboarding and compliance in Austria.

By Mark Tarre • 3 min read • Last month
Keyloop buys Motortech.ai to boost Fusion AI tools
Digital Transformation

Keyloop buys Motortech.ai to boost Fusion AI tools

Keyloop folds Motortech.ai's AIME into Fusion as dealer web conversions surge and sales rise 101% in early use.

By Catherine Knowles • 3 min read • Last month
Whatfix study warns AI adoption gap costs mid-sized firms
Software-as-a-Service

Whatfix study warns AI adoption gap costs mid-sized firms

Whatfix study says firms risk USD $10.9m a year from weak digital adoption as AI investment outpaces staff use of new tools.

By Kaleah Salmon • 4 min read • Last month

Stories from Other Regions

AskNicely launches Reputation Manager for service chains
Data Analytics

AskNicely launches Reputation Manager for service chains

AskNicely adds Reputation Manager to its customer experience software, helping multi-site service chains blend surveys, reviews and listings data.

By Kaleah Salmon • 4 min read • Yesterday
Ultra-fast delivery promises linked to more UK delays
Customer Experience

Ultra-fast delivery promises linked to more UK delays

Locus data shows ultra-fast delivery promises are driving UK delays higher, while most shoppers say they would prefer dependable two-to-four-day windows.

By Sofiah Nichole Salivio • 3 min read • Last week
ServiceNow study flags empathy gap in customer service
Digital Transformation

ServiceNow study flags empathy gap in customer service

ServiceNow research finds customers want faster, more empathetic support, but fragmented systems and mismatched AI priorities are frustrating service teams.

By Sofiah Nichole Salivio • 4 min read • Last month
ServiceNow warns of Ireland's 284 million-hour service gap
Customer Relationship Management

ServiceNow warns of Ireland's 284 million-hour service gap

ServiceNow research says Irish customers lose 284 million hours a year to poor support, as fragmented systems and weak empathy blunt AI gains.

By Sean Mitchell • 4 min read • Last month