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Epicor names Rachel Barger as Chief Revenue Officer
Software-as-a-Service

Epicor names Rachel Barger as Chief Revenue Officer

The appointment puts sales, marketing and customer success under one executive as Epicor seeks steadier recurring revenue and wider global reach.

By Sofiah Nichole Salivio • 3 min read • 4 days ago
Wassist raises USD $1.1 million for WhatsApp commerce
Customer Experience

Wassist raises USD $1.1 million for WhatsApp commerce

The London startup aims to help smaller retailers turn WhatsApp chats into sales as it begins growth with fresh pre-seed funding.

By Sofiah Nichole Salivio • 5 min read • 4 days ago
8x8 launches Pulse conversational intelligence for customers
Software-as-a-Service

8x8 launches Pulse conversational intelligence for customers

The early-access tool could help executives and account managers spot renewal risks and customer feedback hidden in calls, chats and emails.

By Joseph Gabriel Lagonsin • 4 min read • 6 days ago
PSD Citywide appoints Booth & Renneker to lead growth
Smart Cities

PSD Citywide appoints Booth & Renneker to lead growth

A strategic growth investment is helping the municipal software group expand across North America, where councils face pressure to manage ageing infrastructure.

By Karen Joy Bacudo • 3 min read • Last week
Quant & IBM launch Ava at Fortitude Re to cut calls
Digital Transformation

Quant & IBM launch Ava at Fortitude Re to cut calls

The rollout has cut average handling time by three minutes and lifted first-call resolution to 86% at Fortitude Re.

By Sean Mitchell • 8 min read • Last week
VTEX expands AI commerce architecture across markets
Digital Transformation

VTEX expands AI commerce architecture across markets

Retailers can now automate merchandising, support and ad campaigns as autonomous agents are embedded across VTEX's commerce platform.

By Sofiah Nichole Salivio • 4 min read • Last week
Tendfor updates Teams customer service with AI tools
Unified Communications

Tendfor updates Teams customer service with AI tools

AI-driven oversight and call handling could help organisations keep customer service consistent as Teams becomes their main workspace.

By Joseph Gabriel Lagonsin • 4 min read • Last week
AskNicely launches AI agents for customer insights
Digital Transformation

AskNicely launches AI agents for customer insights

Frontline teams at multi-location service businesses could cut dashboard churn as AskNicely's new tools automate insights and routine review replies.

By Sofiah Nichole Salivio • 4 min read • Last week
Parloa tops USD $50 million ARR after Series D boost
Customer Relationship Management

Parloa tops USD $50 million ARR after Series D boost

Enterprise adoption is moving from pilots to production, helping Parloa lift net revenue retention to 150% and pass USD $50 million ARR.

By Joseph Gabriel Lagonsin • 4 min read • Last week
Gainsight launches agentic stack for customer retention
Software-as-a-Service

Gainsight launches agentic stack for customer retention

The update lets post-sales teams build and share AI workflows in Gainsight, as boards push harder for measurable gains in retention and expansion.

By Joseph Gabriel Lagonsin • 4 min read • Last week

Stories from Other Regions

Customer Support stories

Why does CX and UC need to be designed together?
Unified Communications

Why does CX and UC need to be designed together?

Disconnected customer and internal communications are driving missed calls, repeat contacts and burned-out agents, according to the article.

By Samantha Mooney • 6 min read • 5 days ago
The hardest job in CX just got legal protection. Is your centre ready?
Customer Experience

The hardest job in CX just got legal protection. Is your centre ready?

Australian contact centres now face tougher scrutiny as psychosocial risk rules make workload design a legal issue, not just an HR one.

By Kate Zawerucha • 6 min read • 5 days ago
UK retailers back store staff despite rising labour costs
Unified Communications

UK retailers back store staff despite rising labour costs

Retailers are prioritising shop-floor service over headcount cuts, even as wage and tax bills strain margins across the sector.

By Sofiah Nichole Salivio • 4 min read • 6 days ago
Enfuce enters Ireland with Payac credit union deal
Digital Transformation

Enfuce enters Ireland with Payac credit union deal

The move will shift 125,000 cardholders and 150,000 current accounts off legacy systems, boosting digital services for Irish credit unions.

By Karen Joy Bacudo • 3 min read • Last week
Parloa opens London office as AI expansion gathers pace
Customer Relationship Management

Parloa opens London office as AI expansion gathers pace

London's rising AI investment is drawing Parloa into the capital as the company expands its European footprint and customer base.

By Sean Mitchell • 5 min read • Last week
Financial leaders fear AI could harm vulnerable customers
Fintech

Financial leaders fear AI could harm vulnerable customers

Most firms have expanded customer-facing AI even as a survey found 77% fear their strategies could harm vulnerable customers.

By Karen Joy Bacudo • 5 min read • Last week
AI contact centre analytics could boost Australian firms
Data Analytics

AI contact centre analytics could boost Australian firms

AI-powered analytics can cut avoidable calls, speed issue resolution and uncover product gaps before they dent customer satisfaction.

By Arthur Nowak • 4 min read • Last week
OpenAI unveils tools to rein in enterprise AI costs
Software-as-a-Service

OpenAI unveils tools to rein in enterprise AI costs

Businesses are under pressure to widen AI use without blowing budgets, as OpenAI adds efficiency, pricing and governance controls.

By Sean Mitchell • 5 min read • Last week