News

Customer relationship management (CRM)

• November 05, 2025 05 Nov'25

  SAP TechEd 2025: Make AI real, grind in data

  SAP TechEd in Berlin put an accent on building agentic and generative AI systems to create real business outcomes, beyond what its executives say is excessive hype

• October 29, 2025 29 Oct'25

  Monday.com eyes ASEAN growth with Singapore hub

  The work management specialist’s Collier Quay office will serve as its hub for Southeast Asia as it looks to build deeper relationships with a growing customer base

• October 17, 2025 17 Oct'25

  UK Salesforce execs: Agentforce begins to stoke new business forms

  Salesforce UK CEO Zahra Bahrololoumi and CTO Paul O’Sullivan put Dreamforce 2025 discourse about agentic AI into a UK context

• October 08, 2025 08 Oct'25

  TalkTalk undoes customer experience stack complexity to boost contact centre agents

  TalkTalk chief operating officer Neil Smith describes the firm’s journey out of CX stack complexity towards more empowered contact centre agents

• October 08, 2025 08 Oct'25

  SuiteWorld 2025: NetSuite unveils AI innovations for future business

  AI cloud ERP provider lifts lid on GenAI-based ecommerce tools and presents how embedded AI is enabling customers, partners and developers to integrate models, design custom agents, and compose next-gen workflows and experiences

• September 25, 2025 25 Sep'25

  Co-op declares cyber attack damage cost £206m

  Co-op reveals £206m costs from April cyber attack, with revenues hit, member data stolen and shelves emptied, exposing major retail supply chain vulnerabilities

• September 24, 2025 24 Sep'25

  NCA arrests man following cyber attack that disrupted air travel

  The NCA has arrested a man in West Sussex over the cyber attack on Collins Aerospace that disrupted Heathrow and other EU airports. He has been released on conditional bail

• September 24, 2025 24 Sep'25

  Salesforce shifts focus from AI models to agentic AI

  Rather than being preoccupied with large language models, Salesforce is now focused on building AI agents, with an eye on achieving what it calls ‘enterprise general intelligence’

• August 15, 2025 15 Aug'25

  Zendesk CTO on the new era of customer experience

  Zendesk once pushed its AI vision, but now customers are leading the charge. Its CTO, Jason Maynard, explains how this reversal is creating roles like the ‘bot manager’ and shaping the future of customer experience

• August 12, 2025 12 Aug'25

  Salesforce research: CFOs zealous for agentic AI

  A Salesforce study says chief financial officers have shifted from agentic artificial intelligence caution to putting the technology front and centre of their business strategies

• August 04, 2025 04 Aug'25

  Integrated platforms offer lifeline to Singapore’s F&B sector

  A partnership between payments firm Adyen and restaurant operating system provider Atlas is helping merchants to streamline operations, slashing errors by up to 80% and boosting sales as the sector faces record closures

• July 28, 2025 28 Jul'25

  Tesco IT problems lead to undelivered groceries and angry customers

  Tesco customers have been left without groceries after IT problems disrupted deliveries from stores and fulfilment centres

• July 24, 2025 24 Jul'25

  SAP Q2 2025: 9% revenue growth to €9bn, with steady pace in cloud ERP

  Amid what SAP CEO Klein has called this year’s ‘economic uncertainty’, the supplier posted 9% revenue growth for Q2 2025, with cloud revenue up 24%

• July 24, 2025 24 Jul'25

  Avaya accelerates Model Context Protocol for customer experience

  Latest part of corporate evolution sees enterprise software provider accelerate innovation-first ‘moonshot’ initiative into core customer experience platform’s 2025 roadmap

• July 21, 2025 21 Jul'25

  Interview: Alexandra Willis, director of digital media and audience development, The Premier League

  Digital media is core to engaging nearly two billion fans of Premier League football around the world, with data analytics and AI playing an ever-more important role

• July 07, 2025 07 Jul'25

  Zopa to embed into Manchester’s tech ecosystem

  Challenger bank Zopa plans to eventually have 500 staff in its Manchester office, which will launch next month

• July 02, 2025 02 Jul'25

  Qantas customer data exposed in contact centre breach

  Australian flag carrier is investigating significant data theft of personal information for up to six million customers after a third-party platform used by its call centre was compromised

• June 15, 2025 15 Jun'25

  Qualtrics targets ‘action gap’ with AI copilot

  The company’s Assist for CX tool aims to help organisations act on customer feedback, with one Australian airline already using it to slash insight times from months to hours

• June 12, 2025 12 Jun'25

  Agentforce London: 78% of UK companies use agentic AI, says Salesforce

  Salesforce released Digital Labour Trends survey data to coincide with its Agentforce London 2025 event that found 78% of UK organisations are using agentic AI

• June 03, 2025 03 Jun'25

  HMRC aims to improve customer service with £1.5bn IT investment

  The department is on the hunt for customer relationship management system and contact centre as a service suppliers, following criticism of its customer service

• June 02, 2025 02 Jun'25

  Agentic AI set to handle 68% of customer service interactions by 2028

  Research reveals that advanced artificial intelligence will drive more personalised, proactive and predictive support to transform customer experience delivery

• May 27, 2025 27 May'25

  Salesforce pays $8bn for Informatica to underpin agentic AI play

  Salesforce is to pay approximately $8bn for cloud data management specialist Informatica as it looks to shore up the foundations of its developing agentic AI strategy

• May 08, 2025 08 May'25

  Oracle NetSuite’s Goldberg: Autonomous AI next applications phase

  Speaking with Computer Weekly at SuiteConnect 2025 in London, Evan Goldberg, executive vice-president of Oracle NetSuite, discussed how artificial intelligence in ERP is evolving

• April 10, 2025 10 Apr'25

  NetSuite bets big on built-in AI

  At its customer event in Sydney, Oracle NetSuite unveiled a suite of AI-powered features integrated directly into its platform at no extra cost in a bid to make AI more accessible to customers

• March 24, 2025 24 Mar'25

  Oracle plants agentic AI flag in business process automation

  Oracle promotes its Agentic AI Studio, unveiled at OracleCloud World Tour London, as an avowed business process automation accelerant

• March 24, 2025 24 Mar'25

  APIs key to unlocking AI agent potential, says MuleSoft

  Most Asia-Pacific IT leaders have either implemented or intend to deploy agentic AI in the next two years, but success will hinge on the implementation of APIs that AI agents rely on

• March 11, 2025 11 Mar'25

  Singapore Airlines to roll out Salesforce Agentforce

  Singapore’s flagship carrier is deploying Salesforce’s Agentforce AI agent platform to improve customer interactions and personalise experiences

• March 06, 2025 06 Mar'25

  TDX 2025: Salesforce vaunts Agentforce 2dx as evolved agentic AI platform

  Salesforce unveils Agentforce 2DX as further development of its autonomously agentic AI platform at its developer conference in San Francisco

• February 27, 2025 27 Feb'25

  CVE volumes head towards 50,000 in 2025, analysts claim

  Many trends, notably a big shift to open source tools, are behind an expected boom in the number of disclosed vulnerabilities

• February 24, 2025 24 Feb'25

  Zendesk to acquire Local Measure, boosting AI-powered voice capabilities

  The acquisition will strengthen Zendesk’s contact centre offering and integration with Amazon Connect, targeting larger enterprise clients

• February 17, 2025 17 Feb'25

  Liverpool reinvents customer service through digital platform

  Liverpool City Council wants to improve residents’ experience of dealing with the council, and sees digital technologies as key to achieving its goal

• February 05, 2025 05 Feb'25

  Crowd-source testing helps drive Webex accessibility

  Conferencing software Webex has a number of accessibility features built-in and has worked with Applause to test how well these work

• February 05, 2025 05 Feb'25

  APAC organisations to ramp up tech spending in 2025

  Organisations across the region are prioritising cyber security, customer experience and application development, even as they navigate cloud repatriation and a growing skills gap in AI and security

• February 04, 2025 04 Feb'25

  Can AI identify financially vulnerable people better than humans?

  Research from customer experience firm Nice finds that AI can identify financially vulnerable people better than humans and offer more comfortable channels for financial problem solving

• January 30, 2025 30 Jan'25

  Interview: Volvo’s engineering lead discusses tech stacks

  Volvo Cars’ approach to manufacturing is becoming more software-defined, built on top of what it calls ‘a superset tech stack’

• January 27, 2025 27 Jan'25

  Interview: Feryal Clark, AI and digital government minister, DSIT

  Computer Weekly talks to the parliamentary under-secretary about digital identity, the importance of trust and utilising the power of artificial intelligence

• January 24, 2025 24 Jan'25

  High Court: Sky Betting ‘parasitic’ in targeting problem gambler

  UK High Court rules that Sky Betting acted unlawfully after breaching a customer’s data protection rights when it obtained his personal data through cookies and used it to profile him for the purposes of direct marketing, despite his ‘impaired’ ...

• January 13, 2025 13 Jan'25

  Metro mayors face similar digitisation challenges to banks, but lack their resources

  UK regional leaders want to be independent of central government when it comes to digital transformation decision-making, but don’t fully understand what’s ahead

• December 11, 2024 11 Dec'24

  Freshworks rides Asia’s digital wave

  The enterprise software firm’s exponential growth in the region is driven by demand for streamlined customer and employee experiences by its mid-market customers

• December 09, 2024 09 Dec'24

  Inside Prudential’s AI strategy

  Prudential is leveraging AI across its operations, from enhancing customer interactions and streamlining internal processes to empowering its workforce through upskilling initiatives

• December 03, 2024 03 Dec'24

  F1 heightens fan experiences with the power of Salesforce

  Learn how the technical teams behind Formula One are using Salesforce’s tools to enhance fan activation and engagement at 24 races across the world, and how they are bringing AI into play with Agentforce capabilities

• October 28, 2024 28 Oct'24

  How Manulife is empowering sales and call centre agents with AI

  Canadian insurance giant is leveraging generative AI to personalise customer experiences, transform contact centre workflows and automate underwriting processes

• October 21, 2024 21 Oct'24

  Techcombank’s tech investments set to fuel record profit

  The Vietnam bank is targeting $1bn in profit in 2024 while maintaining a flat headcount and reducing physical branches, thanks to its investments in artificial intelligence and a data engine

• October 18, 2024 18 Oct'24

  How Philippine Airlines is transforming customer experience

  The flag carrier of the Philippines discusses how its digital transformation journey has improved customer experience and streamlined internal processes

• October 15, 2024 15 Oct'24

  Gitex Global: Avaya augments CX role with AI-based Virtual Operations Manager

  Virtual Operations Manager concept looks to highlight ‘art of the possible’, showing how human and AI collaboration can fundamentally alter the way customer experience is managed at the contact centre level

• September 27, 2024 27 Sep'24

  Digital customer experience critical for manufacturing, construction

  Study finds desire to improve operational efficiency, digital transformation, changing customer expectations and competitive pressures driving a shift towards an enhanced digital customer experience in key industrial sectors

• September 27, 2024 27 Sep'24

  How UEM Sunrise is driving transformation with Salesforce and AI

  Malaysian property developer UEM Sunrise is leveraging Salesforce and AI to boost sales and enhance customer experience while prioritising data sovereignty and a diversified cloud strategy

• September 23, 2024 23 Sep'24

  Metro Bank outsources IT to Infosys to cut costs and digitally transform

  Indian IT services giant taken on to support Metro Bank’s digital transformation in multi-year deal

• September 22, 2024 22 Sep'24

  Zendesk debuts outcome-based pricing for AI agents

  Zendesk customers only pay for successful AI query resolutions, easing the transition to AI-powered customer support and improving scalability during peak periods

• September 18, 2024 18 Sep'24

  M1 ditches 70% of legacy systems in cloud transformation drive

  Singapore telco M1 is switching off 70% of its legacy systems by the end of 2024 and leveraging Salesforce to offer more personalised services