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In the News

In the News

Our weekly round-up brings you the top stories that impact the customer services industry, highlighting the latest news and research that is shaping the sector.

Tech giant launches new AI hub

Samsung is to launch a new artificial intelligence hub at Cambridge University. The new hub will aim to develop emotional recognition technology that could impact a range of areas, from medical care to the Internet of Things. Samsung has grown to be the world’s fourth largest R&D spender, investing an estimated $14.3 billion globally. Read the full story here.

Which? names the best brands for customer service

Which? has named the best brands in the market for customer service. Jet2, Apple and Nationwide were among the winners, and were recognised for delivering exceptional standards, excellent products and value for money. Read the full story here.

Rapid advancements in automation will mean that workers will have to upskill

A report from management consulting firm McKinsey has revealed that there will be a 55 per cent increase in the demand for workers with technology skills by 2030, as automation in the workforce becomes common place.

But the research also highlights that as AI is adopted by most workplaces, there will be a greater demand for social and emotional skills, such as creativity, entrepreneurship and leadership. Read the full story here.

Digital can transform home network customer care

The implementation of digital channels can dramatically improve home network customer care, according to a new whitepaper from Incognito Software.

The statistics reveal that digital transformation could reduce customer call handling times by 25 per cent and alleviate escalations to network operations staff by up to 35 per cent. Read the full story here.

Business aren’t ready for GDPR

GDPR is set to have a huge impact on the way that businesses engage with their customers, but new stats from Apricorn has revealed that less than a third are ready for the impact of the new legislation, which came into force on the 25th May.

Even more concerning is that 37 per cent of firms believe that they are likely to fail to meet the terms of the new regulations because of gaps in employee training. Read the full story here.

Tags for this article Artificial Intelligence (81) CRM (104) Customer Experience (88) Customer Journey (18) Customer Service (98) Data protection (2)

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